From Missed Opportunities to Seamless
Engagement: How MCUBE Optimized ZELL
Education with a 30% Increase in Call
Handling Efficiency
Zell Education offers comprehensive training, mentorship from experts, and intensive placement support, helping students achieve their career goals in finance and accounting efficiently. They are an educational platform focused on finance and accounting courses, particularly the ACCA ( Association of Chartered CertifiedAccountants) qualification.
Initial Requirements & Challenges
ZELL Education faced several communication challenges that hindered its operational efficiency and customer satisfaction. Some key challenges included:
1. Insufficient Inbound Communication: The existing system needed to work on managing the high volume of inbound inquiries from prospective students and existing clients, leading to missed calls and delayed responses.
2. Outbound Communication Issues: The outbound calling processes were not streamlined, resulting in low connectivity rates and inefficient follow-up with potential leads.
3. Lack of Call Tracking and Analytics: They didn’t have a good system to track and analyze call data. This made it hard to measure how well their communication strategies worked and find areas to improve.
4. Inconvenient CRM Integration: Their CRM did not offer seamless integration with cloud telephony, resulting in disorganized communication and data management issues.
5. Unreliable IVRS & OBD Setup: The Interactive Voice Response System (IVRS) and Outbound Dialing (OBD) were not flexible enough to handle high call volumes and challenging workflows.
6. WhatsApp Automation: Setting up and managing the WhatsApp engagement was laborious and time-consuming, leading to delays and inefficiencies interactions.
Solutions that are provided by MCUBE
To address these challenges, ZELL Education implemented MCUBE’s comprehensive suite of communication solutions, including Telephony Calling for Sales and Customer Service Teams, WhatsApp Business for Sales and Customer Service, and Outbound Dialing (OBD)
1. Click-to-Call: It allowed ZELL Education’s website visitors to initiate calls directly from the website, ensuring that no inquiries were missed.
It also provided a seamless way for potential students to get in touch with the admissions team, and website visitors to initiate calls directly from the website.
2. MCUBE Track: This solution enabled ZELL Education to monitor and analyze all inbound and outbound calls. With detailed call tracking and analytics, the institution could measure the performance of its communication strategies, optimize call handling processes, and ensure that every lead was followed up promptly.
3. Telephony Calling: MCUBE’s telephony solution improved both inbound and outbound calling processes for ZELL Education’s sales and customer service teams, and integrated with CRM to enhance connectivity and response times.
4. WhatsApp Business Integration: The integration of WhatsApp Business enabled seamless communication with students and prospects, improving engagement and support efficiency.
Impact and Results: A New Chapter with
MCUBE Solutions
The implementation of MCUBE’s solutions led to significant improvements in ZELL Education’s communication efficiency and overall business performance. Some key results included:
1. Increased Inbound Call Handling Efficiency: With the Click-to-Call feature, ZELL Education saw a 30% increase in inbound call handling efficiency. The admissions team could respond to inquiries faster, leading to higher student enrollment rates. Additionally, optimized call routing systems ensured that calls were directed to the correct agents promptly, reducing wait times and improving customer satisfaction.
2. Enhanced Outbound Call Success Rates: The streamlined outbound calling process resulted in a 25% increase in connectivity rates with potential leads.
This addition allowed ZELL’s sales team to engage more effectively with prospects and convert more leads into enrollments.
3. Robust IVRS & OBD Setup: The enhanced IVRS and OBD systems managed high call volumes effectively, ensuring that all calls were handled promptly and efficiently.
4. Improved Call Tracking and Analytics: MCUBE Track provided ZELL Education with valuable insights into their communication strategies. By analyzing call data, the institution identified key areas for improvement, leading to a 20% increase in overall communication efficiency.
User Base and Utilization
ZELL Education’s user base for these solutions is approximately 120+. The MCUBE solutions are utilized across multiple locations, including Mumbai, Bangalore, Delhi, Lucknow, and a few agents across other states in India.
The success of ZELL Education in overcoming its communication challenges highlights the effectiveness of MCUBE’s Click-to-Call and MCUBE Track solutions. By enhancing inbound and outbound communication processes, ZELL Education has improved its operational efficiency, increased student enrollment rates, and set a solid foundation for future growth. This case study demonstrates how MCUBE’s innovative solutions can drive tangible business results, making it an attractive choice for educational institutions looking to enhance their communication strategies.