Overview
Client
Industry

A foreign education consultancy company

Education Consulting

Client

A foreign education consultancy company

Industry

Education Consulting

Challenge

Inefficient lead management, complex document handling, lack of team collaboration, missed deadlines, and limited IT resources.

Solution

Salesforce Platform License implementation with a custom lead management system, automated workflows, document management, email integration, and centralised task tracking.

Results

25% improvement in lead conversion, 40% reduction in administrative tasks, enhanced team collaboration, better scalability, and 35% savings on licensing costs.

Client Background

This client is a mid-sized consultancy in Education who specialises in helping students apply to universities abroad. The company offers personalised guidance, from selecting programs and institutions to assisting with visa applications and providing pre-departure orientation. The company is rapidly expanding and needed a more efficient way to manage leads, client interactions, and internal workflows.

Challenges

Before turning to Salesforce Sales Cloud, iTelaSoft team realised that the company was struggling with several key issues

Lead Management

The company struggled with managing an increasing volume of student inquiries. Tracking prospective clients, maintaining follow-ups, and organizing communications were difficult with their current system of spreadsheets and email. 

Document Handling

Document collection is a crucial part of the consultancy process. Managing applications, visa forms, and financial documents was becoming complex and time-consuming. 

Limited IT Resources

As a small company, the client had limited IT resources and was looking for a solution that could be implemented quickly without the need for heavy development, customization, or ongoing maintenance. 

Team Collaboration

Their growing team needed a better way to collaborate, track each student's progress, and ensure tasks were completed on time. There was no unified platform to assign or monitor responsibilities, resulting in missed deadlines and inconsistent service. 

Solution: Salesforce Platform License Implementation

To address these challenges, the client opted for the Salesforce Platform License. This cost-effective solution allows users to access custom-built Salesforce apps and some core platform features without requiring the more expensive full CRM licenses. The implementation focused on streamlining operations, improving document management, and enhancing team collaboration. 

Key Implementation Steps

To help them meet these goals, we implemented Salesforce Sales Cloud. Here’s how it worked:

1. Requirements Gathering

The client's business processes were mapped to understand how leads were managed, what types of documentation were collected, and how internal communication and task assignments occurred. The objective was to create a centralized platform that could handle these tasks efficiently.

2. Custom App Development 

A custom Salesforce app was developed using the Salesforce Platform License, providing the client with:

1. Lead Management System: This system allowed consultants to track each inquiry, assign them to team members, and manage the student lifecycle from initial inquiry to enrollment. 

2. Document Management: Salesforce's file storage and sharing capabilities were customized to securely manage and organize student documents. Consultants could easily request, upload, and store documents. 

3. Task and Workflow Automation: Automated workflows were designed for key tasks like document submission reminders, visa process follow-ups, and progress reporting. Each consultant could see their tasks and upcoming deadlines on a centralized dashboard. 

4. Email Integration: Integration with email ensured that all communication with students was logged in Salesforce, providing a single source of truth for all interactions. 


3. User Training and Adoption

Since the company had no prior experience with Salesforce, tailored training sessions were held for consultants, admins, and managers. The focus was on ease of use and ensuring the team understood how to navigate the platform effectively.


4. Data Migration

All existing student inquiries, client interactions, and documentation were migrated from spreadsheets into Salesforce to ensure continuity and prevent data loss.


5. Post-Launch Support

After go-live, ongoing support was provided to help users resolve any issues and suggest process improvements. 

Outcomes

Improved Lead Management and Conversion

With a unified system to track and manage leads, The client saw a 25% improvement in lead conversion within six months of implementation. Automated reminders and task management ensured timely follow-ups, resulting in more students converting from inquiry to enrollment.

Increased Efficiency in Document Management

Document collection and management became more efficient, with documents now organized and easily accessible to the team. This resulted in a 40% reduction in time spent on administrative tasks. 

Better Team Collaboration

With Salesforce as a centralized hub, consultants could easily see the status of each student’s application and collaborate more effectively. The platform’s task management and automated workflows ensured deadlines were met consistently. 

Scalability

As The client continues to grow, the Salesforce Platform License allows them to scale without worrying about a complicated IT infrastructure. Additional workflows, automation, and integrations can be added to further enhance productivity.

Cost Savings

The implementation of the Salesforce Platform License proved to be a cost-effective solution. By using platform licenses instead of full CRM licenses, the client saved approximately 35% on licensing costs while still benefiting from key Salesforce functionalities.

Conclusion

Salesforce Platform License provided the client Education Consultants with the tools they needed to scale their operations efficiently without breaking their budget. The custom lead and document management system streamlined processes and improved both client experience and internal collaboration. This case demonstrates how the Salesforce Platform License can be an ideal solution for companies with limited resources seeking to improve business efficiency without heavy customisations.

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