INFORM Increases ROI and Decreases Declined Calls

By BK Smith, Vice President, Product Marketing, First Orion

Not many people pick up a call from an unknown number anymore. In fact, nearly nine out of 10 people said they don’t answer calls from numbers they don’t know. This is where INFORM from First Orion comes in, providing branded calling, a secure and reliable solution that empowers businesses to improve their customer experience and restore trust in the phone call across every major carrier in the U.S.

You know the drill. Your phone vibrates when racing across town to pick up Kid No. 1 from soccer practice. You see a number you do not recognize on your heads-up display and automatically decline the call. Not only do you not have time for that, but you also don’t answer calls from unknown numbers. Period. Too much can go wrong these days with those calls. Scammers, spammers, spoofers, who only need you to pick up before they wreak havoc.

But what if you had branded calling from First Orion? And you saw a familiar logo, having just bought a refrigerator from them last weekend? Under that logo, it says, “Delivery confirmation—arrival in one hour.” Would that make a difference in whether you picked up the call? Of course, it would. You know your local appliance store, with whom you have an established relationship, is calling to confirm delivery of your brand-new fridge (with crunchy ice in the door!) in about an hour. You want that ice. You pick up that call.

Branded calling works

And as much as it works for you, the consumer, it works for the enterprises with whom you do business. With an up to 32-character customizable text display, companies can deliver calls made to answer. But it’s more than answer rates; customers pick up ready to do business, increasing customer engagement, call center efficiency, and total conversions.

INFORM branded calling is a comprehensive solution that combines all the necessary elements for successful communication, regardless of industry or use case. It’s not just about increasing ROI, but also about enhancing customer trust and loyalty. With INFORM, businesses can see significant returns on investment, thanks to increased call answer rates and customer engagement. At the same time, consumers benefit from a more personalized and trustworthy calling experience, which boosts their overall satisfaction and trust in the businesses they interact with.

INFORM ensures brand consistency across all channels, allowing you to take control and customize your outbound calls. With INFORM Branded Communication, you have more characters to explain who you are and why you are calling, providing better insight into how your programs resonate. This level of control and customization sets INFORM apart, empowering businesses to communicate effectively and efficiently.

See numbers move in the right direction

With INFORM branded display, enterprises have seen dramatic results ranging from increased answer rates to better conversions. Go beyond the answer rate and discover how branded calling transforms your customer and employee experience, leading to a sense of achievement and success.

INFORM has delivered impressive results for businesses across various sectors.

For instance, a telehealth provider experienced a 45 percent increase in conversion rates which helped them deliver better service, while a national home improvement retailer saw a 55 percent decrease in decline rates, resulting in more on-time deliveries.

Similarly, a property insurance provider witnessed a 68 percent increase in long call duration when following up on online form submissions, and a financial service call center recorded a 76 percent increase in first-call conversions.

These success stories demonstrate the tangible benefits of using INFORM.

INFORM analytics

INFORM optimizes your calling programs. A successful calling program is about more than answer rates—it is about ROI impact. The analytics provided in the customer portal allow businesses to make actionable insights to optimize their calling programs and reach their KPIs.

The Basic Dashboard is offered to all customers in the portal at no additional cost. It offers valuable metrics like Engagement Rate, which shows the percentage of answered calls with a call duration of 1 minute or longer. Customers who answer are ready to do business, increasing efficiency and reducing total calls. It also measures unique calling numbers, total treated calls, decline rate, calling number detail, daily answer and decline rates (graphed), talk rate, and call rates by program.

Advanced analytics richer data turns into actionable insights

When the basics aren’t enough to truly make an impact, First Orion provides advanced analytics to help companies analyze data to determine the next strategic steps. When you opt for advanced analytics, you get even more metrics for deeper insights into your calling programs. With advanced metrics like Call Duration Buckets and Program Comparison, you can identify the strengths and weaknesses of your calling programs and compare metrics between programs to understand better why specific programs are successful or not. No one else in the industry offers our comprehensive analytics for branded calling programs. When you choose First Orion, you get richer data that equips you to make the most of your calling programs, increasing your ROI while creating unique branding experiences with your customers.

Businesses also future-proof calls with First Orion, a proven innovator for life. We pioneered this technology and are always looking for ways to improve trust and transparency in the phone call.

Many businesses build customer trust and loyalty through INFORM. Customer retention begins with more transparency in every phone interaction. Which, of course, leads to an increase in brand reputation. When you restore trust in the phone call, it separates you from the competition.

INFORM® Branded Text Display – First Orion – Caller ID Reimagined INFORM®, First Orion’s in-network Branded Communication solution, lets customers know who’s calling with its customizable branded text display for caller ID on mobile devices. firstorion.com

About First Orion

First Orion, a global telecommunications solutions provider, has been revolutionizing the phone call experience since 2008. Our industry-leading communication branding and protection solutions empower businesses, carriers, and consumers to brand their phone calls with their name, logo, and reason for calling. We also offer the industry’s most secure calling experience and best-in-class analytics for call program optimization. As the market leader in branded calling, we are a trusted partner to Fortune 500 companies and the largest U.S. mobile carriers. For more information, visit firstorion.com.

Media contact: media@firstorion.com