JGI Group is an education provider and an entrepreneurship incubator in India. The Group successfully operates 85 educational institutions with 51,600 students and 6,450 employees engaged at the K-12, undergraduate and postgraduate levels, spread between 64 campuses across India.
Table of Contents
Requirements
- Cross-channel contact center for phone and customer portal
- Improve student inquiry process and maintain close relationship with potential customers
- SMS integration and email notifications to provide best service to students
- Integration with in-house system to share application details
Solution
- CTI Integration, Outbound call and SMS Gateway Integration
- Single system to handle both inquiries and applications
- Student 360 view to help approach each prospect optimally
- Seamlessly integrated external admission management system to service cloud
Results
- Enhanced insight and visibility for school administration and IT teams to monitor staff or call center performance
- Improved turnaround time for student inquiries and issues
- Insight and visibility made managing agent performance and student satisfaction levels[FHS1] easy
- Improved relationships between students and agents provide students with the best opportunities
- Application-handling efficiency increased