SALESFORCE CRM WITH CENTRALISED LEAD DATABASE

100%

STUDENT MANAGEMENT ON SALESFORCE

PRODUCTS USED

Service Cloud
Sales Cloud
Partner Community
Marketing Cloud

About The Client

Our client is a premier institute in Design, Fashion, Business, and Media since its inception in 1993 in Delhi. It currently offers 40 designed courses via campuses in 4 cities across India. It has been receiving accolades for its consistent good work. Its pioneering work in vocational subjects with emphasis on Internationalism; entrepreneurship and employability are why it is a leader in its domain.

Challenges & Issues

The agents of our client used to maintain all prospect information using the traditional method of excel sheets.
This traditional method caused data redundancy.
Multiple agents contacting the same prospect, and confusion in the management on actual prospect status was the order - of - the - day.
Management was unclear as to the actual number of applicants as this data was maintained in spreadsheets/excel.
In essence, there was no clarity on the vital issue of prospects and their journey with the institute.

Our Solution & Work

We designed the complete lead to application business process.
Our work for them included setting up the Salesforce CRM for sales, customer services and operations.
Also implemented partner community to enable and streamline partners and its processes.
We integrated Salesforce CRM with centralized lead database (receiving leads from all partners) as well as CTI (Computer telephony integration) dialer for them.

Impact

Agents became aligned as to the assignment and nurturing of each prospect. Having a defined process helped the agents to become more attuned with the procedures.
Integration with dialer helped agents focus more on high-value prospects with a higher chance of onboarding and success.
The effort of the agents is reduced as automatic dialing takes place and prospect details pop - up once the call gets connected. This helped the agents get the current status of each prospect and work on nurturing the prospect for the next stage.
The onboarded prospect was also stored in the system as an applicant with the corresponding course, application number, and other important details.
Data redundancy was avoided due to the setting up of duplicate rules.
The management was able to get a clear picture of which prospects are coming from which partners, and which of these leads are new.
Agent efficiency improved, leading to an increase in ROI.