OVERVIEW
Elizabeth International, established in 2020, is a trusted consultancy for study abroad services and healthcare recruitment. Operating from Kochi, Kottayam, and Cambridge, UK, the organisation offers comprehensive services, including visa guidance, test preparation, and pre- and post-departure support. While its expertise in facilitating international education was recognised, operational inefficiencies in managing leads, counselling workflows, and task automation hindered its ability to deliver a seamless student experience.
EXECUTIVE SUMMARY
Elizabeth International faced challenges related to fragmented lead management, manual workflows, and limited visibility into payments and document tracking. To address these issues, OHO Solutions implemented Zoho CRM and Zoho Creator, creating a centralised, automated platform. These systems improved lead tracking, streamlined counselling processes, and enhanced operational transparency. As a result, Elizabeth International achieved higher efficiency, better student engagement, and a foundation for scalable growth.
PROBLEM STATEMENT AND KEY CHALLENGES
Elizabeth International encountered critical bottlenecks in its operations:
Disorganised Lead Management: Leads from tele-calling, social media, and manual entries were not centralised, leading to inefficiencies and duplication.
Fragmented Counselling Workflows: Counsellors struggled to track student interactions, course suggestions, and document submissions across disconnected systems.
Manual Dependency: Routine tasks, including follow-ups and document collection, were time-consuming and prone to errors.
Lack of Transparency: Limited visibility into payments and application milestones caused delays and reduced accountability.
Poor Communication Tools: Inefficient collaboration between counsellors, students, and management hindered smooth workflows.
Disorganised Lead Management: Leads from tele-calling, social media, and manual entries were not centralised, leading to inefficiencies and duplication.
Fragmented Counselling Workflows: Counsellors struggled to track student interactions, course suggestions, and document submissions across disconnected systems.
Manual Dependency: Routine tasks, including follow-ups and document collection, were time-consuming and prone to errors.
Lack of Transparency: Limited visibility into payments and application milestones caused delays and reduced accountability.
Poor Communication Tools: Inefficient collaboration between counsellors, students, and management hindered smooth workflows.
EVALUATION OF THE PROBLEM
The reliance on fragmented tools and manual processes increased administrative workload and operational inefficiencies. Disconnected systems created delays in lead nurturing and counselling progress, impacting both conversion rates and student satisfaction. Additionally, the lack of real-time updates on payments and documents disrupted workflows, highlighting the need for a centralised, automated solution.
PROPOSED SOLUTION
OHO Solutions deployed Zoho CRM and Zoho Creator to streamline Elizabeth International’s operations:
Zoho CRM: Dual CRM systems were implemented to manage leads and counselling workflows separately.
The first CRM centralised lead data, categorising them into active, inactive, and high-priority segments. Automated lead scoring ensured counsellors focused on high-potential leads.
The second CRM tracked counselling interactions, milestones, and tasks. Automated reminders for pending activities ensured deadlines were met.
Zoho Creator: Custom workflows were designed to automate routine tasks such as document collection, payment tracking, and follow-ups. Real-time integration with Zoho CRM ensured all stakeholders had access to the latest updates.
Enhanced Transparency: Payment tracking modules monitored balances and triggered reminders for overdue amounts. A document milestone tracker provided visibility into application progress, including visa approvals and offer letters.
Improved Communication Tools: Integrated communication within Zoho CRM allowed counsellors to log interactions and notify students about updates, fostering better engagement.
Zoho CRM: Dual CRM systems were implemented to manage leads and counselling workflows separately.
The first CRM centralised lead data, categorising them into active, inactive, and high-priority segments. Automated lead scoring ensured counsellors focused on high-potential leads.
The second CRM tracked counselling interactions, milestones, and tasks. Automated reminders for pending activities ensured deadlines were met.
Zoho Creator: Custom workflows were designed to automate routine tasks such as document collection, payment tracking, and follow-ups. Real-time integration with Zoho CRM ensured all stakeholders had access to the latest updates.
Enhanced Transparency: Payment tracking modules monitored balances and triggered reminders for overdue amounts. A document milestone tracker provided visibility into application progress, including visa approvals and offer letters.
Improved Communication Tools: Integrated communication within Zoho CRM allowed counsellors to log interactions and notify students about updates, fostering better engagement.
IMPLEMENTATION
The system was deployed in phases to ensure minimal disruption:
Requirements Gathering: Collaborated with Elizabeth International to document operational gaps and customise workflows.
System Configuration: Configured CRM and Zoho Creator to handle lead management, counselling workflows, payment tracking, and document milestones.
Training and Onboarding: Conducted training sessions to familiarise the team with the system’s features.
Testing and Deployment: Rigorous testing ensured accuracy and reliability before full deployment.
Ongoing Support: Provided continuous support for optimisation and issue resolution.
Requirements Gathering: Collaborated with Elizabeth International to document operational gaps and customise workflows.
System Configuration: Configured CRM and Zoho Creator to handle lead management, counselling workflows, payment tracking, and document milestones.
Training and Onboarding: Conducted training sessions to familiarise the team with the system’s features.
Testing and Deployment: Rigorous testing ensured accuracy and reliability before full deployment.
Ongoing Support: Provided continuous support for optimisation and issue resolution.
RESULTS
The implementation of Zoho CRM and Zoho Creator resulted in measurable improvements:
Enhanced Lead Management: Centralised data improved follow-up efficiency, reducing missed opportunities.
Streamlined Counselling: Automated workflows freed up counsellors to focus on personalised engagement, improving the student experience.
Improved Transparency: Real-time tracking of payments and documents reduced delays and increased accountability.
Increased Productivity: Automation significantly reduced administrative workload, boosting efficiency.
Scalable Systems: The platform provided a foundation for future growth, supporting seamless management of post-offer processes.
With OHO Solutions’ tailored implementation, Elizabeth International resolved its operational bottlenecks, enhanced its service quality, and positioned itself for sustained growth.
Enhanced Lead Management: Centralised data improved follow-up efficiency, reducing missed opportunities.
Streamlined Counselling: Automated workflows freed up counsellors to focus on personalised engagement, improving the student experience.
Improved Transparency: Real-time tracking of payments and documents reduced delays and increased accountability.
Increased Productivity: Automation significantly reduced administrative workload, boosting efficiency.
Scalable Systems: The platform provided a foundation for future growth, supporting seamless management of post-offer processes.