Case Study: Alliance Exposition

The Client

Founded in 2008, Alliance Exposition Services is currently the only Nationwide General Service Contractor (GSC) focusing exclusively on smaller to mid-size events. Alliance has experienced tremendous growth and a highly satisfied customer base by serving this often-overlooked market. Founded in 2008, Alliance Exposition Services is currently the only Nationwide General Service Contractor (GSC) focusing exclusively on smaller to mid-size events. Alliance has experienced tremendous growth and a highly satisfied customer base by serving this often-overlooked market.

Background

As Alliance Exposition’s business grew, the organization’s home-based customer care representatives were finding it increasingly difficult to provide adequate levels of support. The company also lacked internal systems and processes needed to measure performance and support future growth.

Program Objectives

Alliance Exposition was looking for a scalable outsourced solution to help them:

  • Provide improved customer service to its existing customer base.
  • Consistently meet performance requirements.
  • Support its salesforce via outbound phone and email initiatives.

The Approach

iCall Services initially worked with Alliance Exposition to identify the resources, systems, and processes required to provide outstanding customer service. Once the program was successfully launched, iCall’s role was expanded to include outbound sales.

Results

  • Alliance Exposition management is now able to focus on strategic direction, relationship management, and field operations.
  • iCall Services functions as an extension of the client’s own staff, allowing Alliance Exposition management to leverage our facilities and sales performance to drive results.
  • Alliance Exposition is currently realizing record sales growth as a direct result of iCall’s ability to generate new business opportunities on its behalf.

“iCall Services has become an integral part of our business since day one of becoming our customer service partner. They are professional, responsive, and are truly an extension of our customer service department. We are so pleased with the service we receive and look forward to a continued partnership.”

Brian Yuska

COO