Case Study of Amity University

Executive Summary

C-Zentrix enabled Amity University to connect better with their prospects, keep track of all their leads & ensure faster conversions.

Challenges

As a large and decentralized institution, Amity University (AU) faced challenge of campus wide Knowledge Flow Management (KFM) adoption. They wanted to implement a solution that would allow campuses and students to get involved with KFM. An other major challenge was managing the internal and external queries, in absence of a centralized helpdesk, regarding - Course Structure, Fee & Duration, Payment Modes, Hostel & Campus Details, Result Announcements, Placement Details…etc.

What Changed At Amity

We provided Amity University a unique Single Box Solution called C-Zentrix SME. The architecture provided to Amity University ensured that multiple remote helpdesk support could be created over a single centralized server located at Noida. A DID was mapped to provide maximum connectivity even in the peak time. The Queue was designed in a way that “n” number of calls could be accommodated provided the channels were available.

The solution enabled Amity University to easily manage all its external and internal queries like campus locations, courses, fee structure, faculty, and placements...etc. promptly and uniformly

What This Means

After the implementation of CZ SME Amity University saw greater success in connecting to the prospects, which was a result of providing single point of contact for all their admission related queries and concerns. The prospect closure improved considerably. Tracking and managing the lead conversation, walk-in numbers of prospects, caller’s performance...etc also improved. We also provided them an open platform, which can be enhanced with every new need, and facilities like “RoboDialling” etc. can be built in quickly to improve the customer experience even more.