Slingshot, the Lehi, Utah-based customer engagement and sales service platform for home services providers, has helped Provo, Utah-based pest management provider Aptive Environmental reach a milestone: 500,000 customer interactions.
With more than 100 trained, dedicated agents and now more than 575,000 interactions for the year, Slingshot continues to support Aptive’s sales, accounts receivables (AR), customer service and retention initiatives. According to a news release, Aptive has 43 branches nationwide, serving 3,700 cities. It has experienced expansive growth since partnering with Slingshot in 2016 — with a 46 percent growth rate in 2019. It also recently won several awards recognizing its success.
“Slingshot got us up and running in under a month, and the results literally blew us away,” said Edmund Mackey, Aptive’s chief marketing and strategy officer for Aptive. He was previously the head of digital strategy and marketing for ServiceMaster, now Terminix Global Holdings. “While it started small, we’ve added customer calls, retention, sales and AR, which all improved year-over-year. It was one of the best business decisions we made in 2019.”
Today, Slingshot covers as many as 75,000 monthly customer interactions and phone calls for Aptive and sold more than $7.5 million worth of annual revenue, the news release notes.
“Our mission of never missing a lead has been extended to serving every customer need with Aptive, just on a much larger scale,” said Slingshot CEO Taylor Olson. “It’s been an incredible partnership from the beginning, working together on such explosive year-over-year growth.”
In addition to new customers, Aptive focuses on several different business areas in tandem with Slingshot’s U.S. based agents. A portion of agents make up Aptive’s “Win back” team, dedicated to winning back previous customers. Another team, “Customer Loyalty Specialists,” focuses on current customer retention and satisfaction. There is also an AR team that has collected more than $8.5 million for Aptive since it was created in early 2019, and has brought in over $3 million in a single month.
The key to success in these various initiatives is the specialized nature of each teams’ training and integrations with Aptive. Slingshot’s agents work inside Aptive’s CRM actively collecting payments, scheduling new services, and handling existing appointments — scaling up and down for summers and winters. These flexible teams have helped Aptive seamlessly transition through seasons without having to recruit and train new employees.
“Slingshot is an extension of our customer service, customer retention, and customer loyalty departments,” Edmund said. “When we’ve experienced call variability — Mondays, evenings, even seasonally — it can be difficult to staff. We’ve been able to remain efficient during these times without a hiring or training surge. They’re collaborative, flexible, and very adaptive. I don’t think there’s a more essential partnership to us than Slingshot.”