How That’s Intelligent scales outbound campaigns partnering with Kaizn
Learn how That’s Intelligent doubled agent call volumes, increased campaign capacity by 65%, and saved 2–3 hours a day by replacing manual dialling and reporting with MaxContact, implemented by Kaizn.
.png)
Manual dialing, manual reporting, and a growing admin burden.
That’s Intelligent is an Australian-based appointment-setting and lead-generation agency specialising in outbound telephone campaigns. Founded in 2017, the business supports both local and international clients entering the Australian market, with a strong focus on technology, SaaS, MSPs and large-scale event campaigns.
With a small, flexible team of agents working remotely, That’s Intelligent runs multiple concurrent campaigns at any given time, each with its own workflows, call outcomes and reporting requirements.
Before switching to MaxContact, That’s Intelligent relied on a basic cloud dialler combined with spreadsheets to run every campaign. Agents manually copied phone numbers from spreadsheets into the dialler, recorded notes and outcomes back into spreadsheets, colour-coded results, and built daily reports by hand.
This approach capped productivity and placed a heavy admin burden on both the team and leadership. As campaign volumes increased, James Fox, Director, was spending up to 2 or 3 hours each day compiling reports and sending them to clients. Onboarding new staff was slow and difficult and reporting errors were common.
“Onboarding [agents] was really hard. People would look at all the spreadsheets and say, ‘I can’t manage this.’ I was honestly pulling my hair out. The manual work was affecting the team, me, and the customer experience. I knew productivity could be better. If your team is 20, 30, even 50 percent more productive, that completely changes the viability of the business.” James Fox, Director of That's Intelligent
The challenge for That’s Intelligent was finding a high-quality contact centre platform that could handle the level of customisation required for a multi-client agency model. Working with Kaizn, James needed a solution that could adapt to different workflows, campaigns, and reporting requirements without adding complexity or overhead.
James first came across MaxContact online while actively looking for a better way to run outbound campaigns. After years of relying on spreadsheets and a basic cloud dialler, he knew the business had outgrown its existing setup and needed a platform that could handle multiple campaigns with different workflows.
“ I was already looking for something better, and when I looked into MaxContact, it felt like it could actually work for what we needed.” James Fox - Director
During the evaluation process, the ability to automate reporting and customise call outcomes for different campaign types stood out as the most critical factors. Unlike other platforms James had reviewed, MaxContact did not require a complete CRM or rigid workflows that did not suit a multi-client agency model.
“The biggest thing for me was automated reporting and being able to set different call outcomes across different campaigns. A lot of the platforms we looked at were overseas. Having a local team made a big difference.” James Fox - Director
Local support also played a key role in the decision. Working with Kaizn, a team deeply familiar with the MaxContact product itself, gave James confidence that the platform could be configured properly from the outset and adapted quickly as requirements changed.
Once MaxContact was selected, implementation was highly collaborative. James worked closely with the Kaizn team to walk through existing workflows, campaign structures and reporting formats. Campaigns were built and tested internally first, allowing the team to validate the setup before rolling it out to clients.
“We spent a lot of time going through how we worked, what we wanted to achieve, and then building and testing it together. If the team had questions or wanted changes, we could just feed that back and it would get adjusted.” James Fox - Director
As the platform was rolled out, the Kaizn team provided hands-on support, training, and documentation to ensure the wider team could adopt it quickly. Feedback from agents was incorporated into ongoing refinements, allowing the system to evolve alongside the business.
This approach allowed That’s Intelligent to move away from manual processes without disrupting live campaigns, while setting a foundation for future growth and additional services.
Since migrating to a CCaaS platform, That’s Intelligent has been able to run its outbound calling operation far more efficiently, without needing to hire more people.
Agent call volumes have increased by 100%. Campaign capacity per agent has increased by 65%.
Agents are now making over twice as many outbound calls per day as they were before, increasing from around 160 to 240 calls per day to between 500 and 600 calls per agent. This lift in productivity has also flowed through to client campaigns, with daily call volumes increasing by around 25 to 55%, helping clients reach more of the right contacts in less time.
The team can also handle more campaigns at once, increasing from three per agent to up to five. This has made it easier to onboard new clients, ramp activity up and down, and stay flexible when campaign requirements change.
“Agents used to max out at around 240 calls a day. Now they’re doing 500 to 600, and we’re able to run more campaigns at the same time without adding more people.” James Fox -DIrector
Beyond productivity, the new platform has had a noticeable impact on the team itself. With clearer workflows, automated reporting, and less manual admin, agents are happier and more confident in their day to day work. The platform has also made it easier to delegate responsibility, allowing senior team members to take on more ownership of campaigns and progress into leadership roles.Just as importantly, switching to the CCaaS platform has removed a huge amount of manual admin from the day to day running of the business. Automated reporting has replaced spreadsheets and end of day reporting, saving two to three hours every day and giving clients clearer, more reliable insights into campaign performance.
The Future
Looking ahead, That’s Intelligent is now expanding its use of the platform to support business growth. After initially rolling out what the team needed most, James is now exploring additional channels with the Kaizn team, within MaxContact, including SMS and email, to offer clients more ways to engage their audiences.
These channels are already being used in parts of the business, particularly for event campaigns, but moving them into MaxContact will allow the team to automate workflows, consolidate tools, and reduce costs.
“We were able to start with what we needed at the beginning, and now we’re expanding. Being able to bring SMS and email into the same platform means we can offer more to clients without adding more manual work.” James Fox, Director
Together with Kaizn, these changes have given That’s Intelligent the confidence to scale, improve staff retention, expand services, and continue growing without increasing operational complexity.
