About the Client:
Oakridge International Schools are part of Nord Anglia Education which is the leading premium school organization in the world. With a team of 1000 to 2000 employees, Oakridge Schools focuses on providing high-quality education and enhancing the overall learning experience for students.
They are committed to helping students become responsive and motivated through their engaging education program. This program encourages critical thinking and fosters both local and global perspectives on various topics.
They have campuses in Hyderabad, Bengaluru, Visakhapatnam and Mohali, where they emphasize high-quality teaching, technology integration and global cultural exchange.
To optimize and automate the lead and enquiry management, Oakridge International Schools leveraged an EdTech chatbot solution. In this case study, we’ll explore their key use cases, challenges encountered, solutions implemented, and the outcomes achieved after integrating the SmatBot.
Key Use Cases within the Organization:
The key use cases for implementing the chatbot at Oakridge School were aimed at optimizing the enquiry flow. With a high volume of daily enquiries, it was difficult for a dedicated campus representative to handle each one manually.
They needed a chatbot solution that could automate this tedious task and remove the burden from their representatives.
Evaluation of Chatbot Implementation:
When evaluating the implementation of an EdTech chatbot, Oakridge primarily considered the need to effectively manage the lead flow and enquiries, considering its significant brand presence in the education market.
In addition, during the evaluation process, they assessed the chatbot’s ability to seamlessly integrate with their existing CRM system, handle enquiry fill-ins efficiently and ensure a streamlined and responsive interaction for users.
Solution Implemented:
To optimize and automate their enquiry management, Oakridge International School implemented our comprehensive chatbot solution. The chatbot was designed to automate responses to frequently asked questions (FAQs), guide users through relevant sections and streamline enquiries. This resulted in an enhanced user experience and optimized resource allocation within the organization.
Challenges Faced During Implementation:
During implementation, Oakridge found that the chatbot’s auto-trigger feature was burning the chat usage limit too quickly. This happened because each auto-trigger started a new chat conversation.
Resolution:
To address this issue, we integrated an OTP system. This system filters high-quality enquiries and eliminates unwanted or bot-generated autofill queries, ensuring high-quality interactions while preserving the chat usage limit.
Outcomes of the Solution:
- Improved Enquiry Management: The chatbot significantly improved the efficiency of enquiry management processes, reducing the workload on dedicated campus representatives.
- OTP Integration: By integrating the OTP system, we’ve improved the quality of enquiries. This helps in the elimination of bot-generated autofill enquiries.
- Auto Trigger: The auto-trigger feature proactively engages users, leading to a significant increase in inquiries.
Overall, when analyzing the growth percentage for this year, Oakridge School discovered an impressive increase of approximately 119% in enquiries compared to last year.
Closing Thoughts
EdTech chatbots can greatly benefit education organizations by assisting with enquiries management, answering common course-related queries, providing personalized teaching assistance and offering instant access to information. If you are looking to boost your student engagement and automate your workflows, consider integrating a chatbot solution.
International Schools like Oakridge are already leveraging SmatBot’s EdTech chatbot services to automate their work and offer an engaging learning environment to students around the world.
We hope that this case study has helped you understand how our chatbot solution can attract and automate a higher number of enquiries, thereby boosting its overall quality.
If this interests you, feel free to book a free demo with us today.