“Managing a high volume of leads and seeing them through to their fullest potential can be very challenging,” explains Marcus Plowright, MetalWorks Managing Partner. “Outsourcing those responsibilities to DataBanque has allowed MetalWorks to respond to an avalanche of leads without overwhelming our busy staff.”

DataBanque’s lead management and response program for MetalWorks includes providing distributors with the names of homeowners and contractors who have inquired about MetalWorks metal roofing shingles. DataBanque also provides homeowners with a list of distributors or contractors in their area, and contractors with a list of distributors.

MetalWorks also utilized DataBanque’s Warranty Registration Program to build contractor relationships. DataBanque receives and processes warranty information from new customers, and this information helps track customer satisfaction and identify which contractors are doing the best job selling MetalWorks products.

“Lead management and response and warranty registration programs are critical for manufacturers such as MetalWorks,” says DataBanque’s CEO Susan Allen. “It is also very important to mine customer and market data available from leads and warranties to further identify homeowner and contractor audiences, understand industry trends and guide marketing efforts.”

The Warranty Registration Program allows DataBanque to build a high quality MetalWorks customer database and produce targeted lists for direct mail campaigns targeting homeowners.

“Establishing relationships with contractors and gaining their loyalty helps increase sales and produces more satisfied customers,” Plowright added. “Using the information that DataBanque provides us, we are able to better train and support our contractors and our sales force.”

DataBanque also provides in-bound phone and e-mail support for quick responses to product inquiries.

“We are able to customize our services to provide MetalWorks with exactly what they need,” Allen continues. “A complete lead management program is instrumental in growing sales and building loyalty."

Because DataBanque manages all of Alcoa’s inquiries from contractors, as well as prospective consumers and current customers with technical or warranty-related questions, Alcoa’s sales team is able to focus squarely on building and maintaining crucial distributor relationships, without sacrificing Alcoa’s relationship with its trade and consumer customers.

DataBanque’s team of skilled Customer Service Representatives (CSR’s) provide Alcoa with excellent customer care.  DataBanque assures quality through their rigorous CSR training program. Not only do CSR’s attend product training at Alcoa Home Exteriors, but DataBanque also requires them to attend installation training for Alcoa products. 

“DataBanque responds to a vast array of calls and web inquiries on literally hundreds of topics with professionalism and consistency unmatched by other customer service providers,” says Lori McCreary, Alcoa Director of Marketing Communications. “The knowledge base they have amassed is content-rich and ensures an accurate and personal response to each and every call.”

In addition to lead management, DataBanque’s program for Alcoa also includes supplying Alcoa’s referral contractors and sales team with only the highest quality leads. With lead qualification and dissemination, DataBanque enables Alcoa to build lasting loyalty among contractors and also reduces the cost of sales.

DataBanque also tends to the needs of existing Alcoa customers’ technical or warranty-related questions. 

“Since DataBanque has taken over, the consistency and quality of the warranty claims process far exceeds previous years,” Glenn Miller, Warranty Services Manager, explains. “The screening process is more effective and DataBanque has successfully given their CSR’s quality training to manage technical inquiries, saving valuable time previously demanded from Alcoa’s warranty claims staff.”

“We are thrilled that we are able to connect Alcoa Home Exteriors to its contractor and consumer customers and encourage an on-going relationship. Efficient lead management and qualification, warranty programs, and highly specialized responses to customer questions are all important parts of the larger sales and marketing process,” adds Susan Allen, DataBanque CEO. “All of these parts must work together for a successful program and satisfied customers.”

“DataBanque has put together a complete direct mail program that has really made it easy for our contractors to contact new prospects,” explains Ric Hahn, Passaic General Manager. “All the contractors need to do is sign the letters and stick them in the envelopes. The contractors are ecstatic because they’re reaching local homeowners and attracting new customers that they never would have otherwise.”

Unlike other lead programs that blanket an entire zip code with a post-card, DataBanque recognized a need for a highly professional, letter-based lead generation solution that is much more geographically focused. “We know from research we’ve conducted that over 48% of homeowners learn about their contractor from a friend or neighbor,” comments Susan Allen, DataBanque CEO. “Within a neighborhood, homes are typically the same age and often require similar renovations - if one home needs new siding, windows or a roof, it is highly likely that other homes in the neighborhood need them also.”

DataBanque maps the contractor installation address, creates a mailing list based on streets within the neighborhood, and generates letters from the contractor to prospective clients. The letters refer to the nearby home, and suggest that homeowners call the contractor if they, too, are interested in home improvements. When the contractor receives this package from DataBanque, their only time commitment is to sign and mail the letters.

“It is so important to generate new leads for contractors based on their current or recent projects but many contractors often do not have the time or resources to seek out those potential new customers on their own,” continues Allen. “A nearby project is a great way for contractors to showcase their work and is an excellent sales tool, especially in light of current “Do Not Call” legislation that has definitely hampered contractor marketing efforts. A lead generation program such as the one we have in place through Passaic can help those businesses grow.”

Passaic Metals first experienced DataBanque’s services through Alcoa Home Exteriors, for which Passaic is a distributor. DataBanque also provides Alcoa with lead generation, management and qualification programs, warranty registration and complete customer care.

“DataBanque is very easy to work with and very responsive,” Hahn adds. “This is a winning program for everyone involved. The contractors book more jobs, we move more material and build contractor loyalty by offering the lead generation program, and Alcoa sells more product.”