INTRODUCTION

METX360 Overseas Consultants, a Kerala-based firm specialising in overseas education and immigration services, partnered with OHO Solutions to overcome operational challenges and streamline their processes. By implementing Zoho CRM, the consultancy optimised client management, automated workflows, and enhanced communication across all stages of the study abroad journey. This case study showcases how OHO Solutions transformed METX360’s operations into an efficient and scalable system, enabling the consultancy to deliver exceptional client experiences.

ABOUT METX360 STUDY ABROAD CONSULTANTS

Founded by a team of professionals with over a decade of experience, METX360 is dedicated to guiding students and professionals seeking international opportunities. The consultancy provides comprehensive services, including university selection, application assistance, document preparation, and visa guidance. METX360’s mission is to simplify the study abroad process, ensuring each client receives tailored support for a successful transition to international education or immigration.

With over 500 successful client cases, METX360 combines expertise with a commitment to excellence, empowering individuals to achieve their global aspirations.

CHALLENGES

METX360 faced several operational hurdles due to manual processes and a lack of centralised systems:

1. Fragmented Data Management: 

1. Critical client data and documents were scattered across multiple platforms, making it difficult to access information quickly.

2. This fragmentation led to delays in processing applications and inconsistent communication with clients.

2. Inefficient Workflows:

1. The absence of automation resulted in missed follow-ups and slow progress in key stages, such as application submissions and visa processing.

2. Manual tracking systems limited scalability, impacting the consultancy’s ability to handle a growing volume of clients.

3. Limited Communication and Insights:

1. Without a CRM, the team struggled to maintain consistent communication with clients and track their progress through the study abroad journey.

2. A lack of analytics hindered the ability to evaluate workflows and optimise operations.

SOLUTIONS

OHO Solutions implemented a customized Zoho CRM solution to address these challenges, transforming METX360’s operations with centralised data, automated workflows, and advanced analytics.

1. Centralised Lead Management

1. Integrated Zoho CRM to capture leads from various channels where leads are added manually.

2. Automated lead assignment ensured that enquiries were directed to the appropriate counsellor, streamlining the initial stages of the client journey.

2. Workflow Automation for Enhanced Efficiency

1. Developed workflows to automate follow-ups, application submissions, and progress tracking.

2. Custom modules tracked essential data, such as university preferences, visa status, and intake years, ensuring every step of the process was organised and timely.

3. Secure Document Management

1. Implemented Zoho WorkDrive for secure document uploads, storage, and sharing.

2. All documents were centralised within the CRM, providing easy access to counsellors and eliminating inefficiencies caused by scattered data.

4. Comprehensive Application Tracking

1. They automated the candidate registration process and subsequent tracking of their application status.

2. Enabled the counselor to suggest courses, universities, and countries based on candidate profiles, ensuring personalised guidance.

5. Refund and Deferral Management

1. Streamlined the handling of refund and deferral requests by reopening existing applications or creating new ones.

2. Automated the refund process to reduce administrative burdens and provide a smoother experience for clients.

6. Advanced Analytics and Reporting

1. Integrated Zoho CRM Analytics to provide real-time insights into lead conversion rates, application processing times, and counsellor performance.

2. Enabled data-driven decision-making and continuous optimisation of workflows.

IMPLEMENTATION

With Zoho CRM in place, METX360 experienced a seamless transition to a structured and efficient system:

1. Leads were automatically captured, assigned, and tracked through the CRM.

2. The candidate registration process generated detailed profiles, allowing counsellors to recommend suitable options and guide clients through the journey.

3. All stages, from enquiry to pre-departure preparations, were managed within the CRM, ensuring a smooth workflow and consistent communication.

IMPACTS

The implementation of Zoho CRM delivered measurable benefits to METX360:

1. Streamlined Client Management: Centralised data reduced delays and improved client communication.

2. Enhanced Workflow Efficiency: Automation eliminated manual tasks, increasing team productivity and scalability.

3. Improved Client Satisfaction: Faster processing and personalized services improved the client experience.

4. Secure Document Handling: Centralised storage simplifies document management and reduces errors.

5. Actionable Insights: Analytics enabled the team to optimise operations and monitor key performance metrics.

CONCLUSION

By partnering with OHO Solutions, METX360 Study Abroad Consultants successfully transitioned to a centralised and automated system, enabling them to scale operations, enhance service delivery, and achieve higher client satisfaction. Zoho CRM has empowered METX360 to support their mission of guiding individuals towards international success with efficiency and excellence.

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