Aakash Educational Service Limited (AESL), with 33 years of experience, is a well-known exam preparation company in India. Recently acquired by BYJU'S, AESL plans to expand digitally by creating a comprehensive learning platform accessible through various channels. By combining AESL's expertise with BYJU'S digital capabilities, they aim to reach a broader audience and revolutionize how exams are prepared for. This initiative focuses on using technology-driven programs and digital solutions to transform the test preparation industry..

The Challenge

• Developing Capacity for Scalable Expansion - The company plans to expand its 220 branches to 280 in the next four months and 500 branches by 2025. CAPEX, single-vendor, centralized monitoring, and free calling will ensure productivity and scaling.
• Enabling Round-The-Clock availability - AakashBYJUS, given the high number of student interactions by the in-office and remote teams, requires a strong available support system that could address any incoming requirements for counselors, customer support, and redressal of grievances.

The Solution

• Required agility of calling solutions with integration with Salesforce for counselors to make calls from desktops and laptops, instead of only hand-held devices.
• Need a device fexible solution not solely dependent upon telco network coverage.
• Connect the employees on a platform that streamlines reporting, monitoring, and task-assigning processes.
• Enable metrics and datareports that display the overall and individual performances.

Results

Aakash BYJUS focuses on fast-paced scaling, so they were provided with the right cloud telephony services with the latest class 5 PBX features. In addition, we helped build an all-in-one adaptive and flexible platform for seamless calling facility and monitoring, providing cost efficiency and time optimization.

• Streamlining Processes with Automation: Integrating calling, live monitoring, and analytics saves time and streamlines the calling process.
• Digitizing Consumer Journey: A single platform for call center agents to track the journey from market lead generation to client acquisition, allowing them to customize lead forms and eliminate duplication.
• Revamping the Call Center: CloudConnect created a customized cloud contact center service for Aakash Byju’s to enhance productivity and teleworking experience that empowered their business communication
• Enhancing Customer Support: Equipped all office-based staff with SIP phones and /or laptops and desktops to ensure the best voice quality and 24/7 support for inbound queries. Automated SMS communication is enabled if an agent/ counselor misses the call.
• Cost-Saving Solutions: CloudConnect’s base platform fee allows clients to make unlimited free internal (Intercom) calls and use instant messaging with file sharing between the internal team.