Challenges faced by IMS Noida:
Before LeadSquared, the institution was relying on Excel sheets and used ExtraaEdge, for student portals which could not provide transparency and process efficiency in managing inquiries. Hence, this was leading to missed opportunities and discrepancies in the admissions possess. That’s when they turned to LeadSquared.
As they gained fame as a premier Institution, multiple student inquiries started coming in every day. To match the demand, they had to optimize student turn-around-time and prepare themselves for high-velocity admissions. Amidst this, the pressing challenges were:
- Inefficient lead capture from several different sources
- Inability to assign leads to admission reps automatically
- Managing escalations
- Streamlining and enabling an online admissions process
- Engaging applicants promptly
- Low visibility in the admissions funnel
- Dependencies on call center and lack of a system to manage call center interactions
To address these challenges, they implemented LeadSquared in 2018. LeadSquared has been an admission efficiency provider to IMS Noida since then.
Solutions Provided by LeadSquared’s Admission Automation:
1. Simplifying Applicant Admissions and Distribution with Automation:
IMS Noida uses multiple sources to capture student admissions, including online channels, walk-ins, phone calls, website-landing pages, publisher and lead portals, and more. To handle a high inflow of leads, they use LeadSquared Admission Management System to capture student inquiries without leakage and manage them efficiently
2. Automated Applicant Distribution among Counselors:
These leads are further distributed among admission counselors for verification of the applicants. The student inquiries are distributed in a round-robin manner based on applicant & counselor attributes such as preferred course, location, preference, counselor availability, counselor performance, etc. In addition, IMS Noida uses deduplication logic to ensure that no two similar leads are added to the system. This helps counselors focus on the right leads and saves them time by reaching out to relevant prospects.
3. Managing Applicant Drop-off by Intervening at the Right Time:
With application forms being detail-extensive and long, students might not complete them in one go. LeadSquared’s Admission Automation helps the institution in tracking applicants based on various stages in the enrollment funnel. We also help them intervene at the right time. They can send out emails, SMSs, and campaigns through multiple channels to nudge the potential applicants to fill out the pending application form with automated communication. If the applicant forgets to fill the application, counselors are reminded with the help of system activity to take action.
LeadSquared helps the institution run campaigns and retarget ads across all relevant channels – email, text, Facebook, Google remarketing, WhatsApp, and more if a student drops off before starting with their application process.
4. Improving Counselor Efficiency by Prioritising Conversion Ready Applicants:
“Our call center teams have seen a dynamic shift in process efficiency. With the help of personalized messaging and marketing automation, we have witnessed an increase in applicant engagement by 25%,” says Shubham.
Admission counselors are the backbone of any efficient admission process. They have multiple tasks to perform throughout the day, including outreach to prospective students, follow-ups with applicants, running nurturing email campaigns, scheduling campus visits, and 100 more equally essential tasks. With such a tight schedule, counselors need to prioritize the applicants with a higher chance of a conversion.
Lead Score and Quality Score helps counselors segregate their applicants based on urgency and chance of a conversion and increase admission efficiency. For instance: LeadSquared’s automation updates the stage in the admission funnel from prospect to opportunity.
This helps counselors gain visibility on important leads that have a higher chance of a conversion. It not only helps counselors manage time but also improves their productivity.
5. Providing High Visibility into the Enrollment Funnel.
Multiple student inquiries come in, and then some existing applicants move down the enrollment funnel. With so much movement happening, it is essential to have clear visibility into the funnel and stage changes. With the help of LeadSquared, IMS Noida gains visibility into the enrollment funnel and targets applicants with relevant touchpoints. Based on the funnel movement and stage, they interact with the applicants and engage with them with top/middle/bottom of the funnel content.
6. Enhancing Student Experience with Multi-channel Communication:
“Manually handling leads wasn’t very efficient when it came to establishing a strong relationship with students. Hence, it was essential for us to gain insights on metrics such as call recordings with students, average talk time, top-performing emails, and more. LeadSquared has helped us personalize our communication with applicants,” says Shubham.
Every applicant has a unique requirement. This is best understood by the stage of the applicant in the enrollment funnel. Hence, addressing leads should be targeted and personalized. LeadSquared’s Admission Automation helps IMS Noida gain mindshare into the funnel and automate personalized responses via emails, SMSs, and other channels as soon as a new student inquiry comes in. LeadSquared tracks the leads to find their engagement pattern and the content they actively consume. It also tracks the web pages they visit, the e-books, and articles they download, the emails they click, the webinars they attend and much more. The team uses this data to plan its outreach strategy. Based on this, LeadSquared helps send out relevant retargeting ads.
LeadSquared helps create engaging emails and provides data on the open and click rates. In addition, it helps identify and prioritize leads, understand their wants and expectations, and develop targeted communication strategies to feed applicants with content that they find relevant.
7. Enabling Seamlessness with Admission Workflow-Automation
Applicants are looking to choose an institute that helps them throughout their journey. They also look for prompt responses from the institute and for their queries to get resolved in real-time. They leverage automation to reach out to prospective applicants on time and accordingly send out drip campaigns and engage with them based on pre-defined logic. This ensures a constant engagement is maintained.
8. Providing Complete Mindshare in the Admission Process:
LeadSquared helps the team make informed decisions and finalize a budget by providing relevant KPIs and performance metrics. It removes bottlenecks from the admissions process and improves sales productivity. It also keeps a tab on all the deals the admission reps are closing or are moving into the pipeline. LeadSquared’s Admission Automation helps track call volume, connect rate, and successful conversation numbers, and other metrics. IMS Noida manages all student data centrally with varied access available to the different teams – counselors, admissions, and others. This ensures complete visibility into all the applicants’ profiles, activities, and progress and a holistic view of the student profiles.
“LeadSquared has streamlined our admissions process. We have gained significant visibility and efficiency into the admission funnel and process. Admission counselors can now ignore manual tasks and concentrate on applicants with a higher chance of a conversion. Therefore, in terms of student conversions, we have seen a 20% hike and have also increased admission efficiency by 30%.”
“It has been a great learning experience for us. Higher-Education is reluctant to move digital, but ever since we implemented LeadSquared, it has been the backbone for our enrollments. Unfortunately, Higher-Ed has been subjected to significant headwinds due to the pandemic. But, due to this implementation, we have seen increased admissions efficiency and higher engagement rates.” Shubham Shukla, Head – Marketing and Admission, IMS Noida