Infobip > Case Studies > Rosebank College: Streamlining Lead Processing with Infobip

Rosebank College: Streamlining Lead Processing with Infobip

Technology Category

Networks & Connectivity - 5G
Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Education
Telecommunications

Applicable Functions

Quality Assurance
Sales & Marketing

Use Cases

Chatbots
Time Sensitive Networking

Services

System Integration
Testing & Certification

About The Customer

Rosebank College is a private tertiary education institution in South Africa, providing degrees, diplomas, and higher certificates to students. As part of the Independent Institute of Education (The IIE), the college offers affordable, high-quality education services to 12,000 students across campuses in Braamfontein, Polokwane, Pretoria CBD, Pretoria Sunnyside, and Durban. Each year, the college communicates with about 200,000 prospective students, requiring an efficient and accurate system for processing a high volume of leads.

The Challenge

Rosebank College, a private tertiary education institution in South Africa, was faced with the challenge of efficiently processing approximately 200,000 leads from prospective students each year. Prior to 2016, the college collected leads via manually completed lead cards at school presentations. These cards were then manually entered into the CRM system, a process that was slow and prone to human error, often resulting in inaccurate data. This inefficient process led to delays in lead capture, sometimes lasting weeks, and negatively impacted both conversation and conversion rates. The college needed a solution that would digitally transform this process, allowing for faster, more accurate lead capture into the CRM system. The solution also needed to be accessible to the college's target audience, considering that in 2016, only 36% of South Africans had access to a smartphone, while 94% used a cellphone of some kind.

The Solution

In response to this challenge, Rosebank College collaborated with Floodgate and Infobip to digitally transform their lead capture process. The first phase of the project involved the deployment of Infobip’s Conversations cloud-based contact center solution, which was integrated with the college's existing WhatsApp platform. Over a three-month period, the project scope was extended to deploy Infobip’s full product suite. The second phase saw the implementation of Infobip’s Answers chatbot solution, allowing Floodgate to deploy a chatbot on the platform. Additional channels, such as Infobip’s Messenger and Live Chat solutions, were also implemented. Currently, Rosebank College uses the Infobip Conversations module to manage WhatsApp, Messenger, and Live Chat conversations between its call center agents and prospective students. Infobip’s Answers module runs the Messenger and Live Chat chatbot, while a webhook in Conversations runs the college’s third-party chatbot for the WhatsApp channel.

Operational Impact

The implementation of the Infobip omnichannel offering has significantly improved Rosebank College's lead management and agent performance. By consolidating WhatsApp, Messenger, and Live Webchat onto one platform, the college has been able to better manage multiple points of entry in one portal. The queuing system has made it easier to manage chats and has provided better visibility of agent performance. The chatbot has also been instrumental in helping the college cope with high volumes during periods of concentrated demand, such as the enrollment period. After six months on the Infobip platform, the college has been able to better manage high volumes of leads and convert them effectively into sales. The system has also made it easier to see which prospective students still needed to be responded to, enabling the institution to better manage expectations.

Quantitative Benefit