Case Study of NIIT Limited

Executive Summary

With C-Zentrix, NIIT got a converged solution that was fully integrated and could give real time updates on lead flow and conversions. NIIT was able to reduce it Turn-Around-Time for lead conversion from days to minutes.

Challenges

As a global leader in skills and talent development, NIIT ran several campaigns across different channels. The challenge for NIIT was their non integrated contact center solution. Their LMS could not share lead information instantly with the Dialer, leading to delays.

Because of this disconnect NIIT could not generate and track historic reports of the leads collected from different channels, conversion time taken, source quality, lead leakages etc.

What Changed At NIIT

NIIT got multi-level integrations with C-Zentrix's Contact Center Solution. We provided them a dialer with CTI integration along with an outbound SMS integration. Their Lead management system was also integrated to the dialer. This streamlined their lead management process. All their leads now collect and get stored in the LMS from the leads are auto dialed through CZ Dialer's rule based dialing. The SMS integration sends out details of any appointment booked over the call, along with reminders of appointments. The system also triggers the agents with reminders to make follow up calls for the appointments booked.

What This Means

• The turn around time of contacting leads, from the time they are registered in the LMS has come down to minutes and seconds instead of days.
• Follow ups and lead nurturing has become more rigorous and streamlined for NIIT.
• The reporting standards at NIIT have improved drastically, with the team now able to measure lead to closure time, lead source quality, walk in numbers, telecaller performance etc on hourly basis.
• NIIT got an open platform that can integrate with any solution on the basis of their future needs. Example, the NIIT system can easily integrate with Robo call to send out automated appointment reminders or course start details