Upstep Academy
Industry: Education Technology
Company Size: Mid-sized organization with a growing team.
Key Challenges: The client faced communication inefficiencies in engaging with students. Manual messaging and a lack of centralized communication created delays, inconsistent outreach, and increased staff workload.
Challenges
- Communication Inefficiencies: Sending individual messages to students manually resulted in inconsistent communication and delayed responses.
- Lack of Automation: Absence of automated workflows for student notifications and updates led to inefficiencies.
- Scalability Issues: Managing large volumes of student queries without a centralized system became overwhelming for support teams.
Approach
Creatique Technologies leveraged the People, Process, Systems framework to enhance Upstep Academy’s communication and student engagement:
- People: Trained the support team on WhatsApp-Salesforce integration for improved engagement.
- Process: Standardized messaging workflows and automated responses to reduce manual workload.
- Systems: Implemented Salesforce, WhatsApp integration, and AI-driven Einstein Bot to enhance communication and support.
Solution
1. WhatsApp Integration with Salesforce:
- Enabled direct communication from Salesforce, centralizing student interactions.
- Improved response efficiency by minimizing the need for manual messaging.
2. Message Template Creation in Facebook Meta:
- Designed pre-approved templates to standardize and comply with WhatsApp messaging policies.
- Ensured consistent and effective outreach to students.
3. REST API for Real-Time Connectivity:
- Developed a REST API to automate message delivery from Salesforce to WhatsApp.
- Reduced manual efforts by enabling real-time student notifications and updates.
4. Salesforce Einstein Bot Integration:
- Deployed an AI-driven chatbot to handle routine queries and guide students to relevant support channels.
- Enhanced student engagement by providing instant responses and improving user experience.
Results & Impact
- Increased Efficiency: Significant reduction in manual messaging efforts, saving operational time.
- Improved Adoption: Enhanced engagement with students via automated and structured communication.
- Faster Insights: Real-time updates enabled quicker response times and better support.
- Scalability: Ability to manage growing student interactions without increasing staff workload.
Client Testimonial
why Creatique Technologies?
- Creatique Technologies brings expertise in Salesforce, AlignMix, and Tableau, delivering tailored solutions for manufacturing and life sciences companies. By aligning People, Process, and Systems, we help businesses achieve operational excellence, maximize efficiency, and drive measurable growth.
Date
22, 2016