At Proforce Pest Control, we’re always looking for smarter ways to serve our customers. As we’ve grown through acquisitions and expanded our subscriber base, one thing has become crystal clear: the best pest control service in the world doesn’t matter if you can’t reach the people who need it.
That’s why we recently partnered with OutboundIQ, and the results have been nothing short of impressive.
The Problem We Were Facing
Here’s the reality of running a subscription-based pest control company: sometimes customers fall behind on payments. A credit card expires, life gets busy, and suddenly there’s an overdue balance sitting between us and a customer who still needs protection from ants, termites, or mosquitoes.
Our call center team was doing their best to reach these folks, but we kept running into the same wall. We were calling from the same phone numbers over and over, day after day. Customers who already felt awkward about a past-due balance would see our number pop up and simply not answer. Can you blame them? Nobody loves getting a collections call.
The frustrating part was that most of these situations were easy fixes. An updated card number, a quick payment arrangement, and we’re back in business. We just couldn’t get the conversation started.
What OutboundIQ Brought to the Table
OutboundIQ helped us identify the root issue: our dialing strategy lacked variety. We had limited caller ID (ANI) inventory, which meant customers were seeing the same number on their phone every time we called. OutboundIQ brought fresh ANI variability and a more strategic approach to managing our outbound dials.
What really set them apart was how they handled the rollout. As Charles Fox, our Chief Strategy Officer, put it:
“Ryan helped us get the initial launch running without it being an ‘all or nothing’ relationship. He valued scaling with us rather than trying to sign us up for more than we needed. At Proforce, we are always happy to work with vendors willing to scale gradually, allowing us to confirm success before doing more.”
— Charles Fox, Chief Strategy Officer, Proforce Pest Control
That kind of partnership matters to us. We didn’t want a vendor who would push us into a giant contract before we’d seen proof it worked. OutboundIQ let us start small, measure results, and then expand once we were confident.
The Results Speak for Themselves
Within the first full week of using OutboundIQ, our collections team saw massive improvements in contact rates for past-due accounts. We’re talking about customers we had struggled to reach for months finally picking up the phone.
| Account Category | Result |
| 120+ Days Past Due | 213% Increase in Contact Rate |
| 121–148 Days Past Due | 164% Increase in Contact Rate |
| 149–179 Days Past Due | 202% Increase in Contact Rate |
Those numbers represent real conversations with real customers, many of whom simply needed a quick billing update to get back on track. As Charles put it, “Getting the conversation started is really valuable.”
What’s Next
The success we saw with customer retention was so clear that we’ve already expanded our use of OutboundIQ beyond collections. We’re now using the platform for net new customer sales outreach as well. As Proforce continues to grow through acquisitions and expand into new markets, we’re making continuous investments in the kind of technology that helps us serve customers better and run a smarter operation.
The OutboundIQ team also went above and beyond the original scope, providing insights within our Five9 platform that helped us spot additional opportunities to tighten up our processes. That kind of proactive support is exactly what we look for in a technology partner.
A Partnership Built on Trust
At Proforce, we believe in doing things the right way. That means protecting homes from pests, treating our customers with respect, and working with partners who share those values. OutboundIQ earned our trust by walking us through every step, showing us the data, and letting the results do the talking.
We’re proud of the progress we’ve made together, and we’re excited about what’s ahead as we continue building one of the most technologically sophisticated pest control companies in the industry.
Read the Full OutboundiQ + Proforce Pest Control Case Study Here
