Innov821 DMCC, better known as Dalilk Academy, is an established online English training and exam preparation center. It delivers quality education to late teens and young adults throughout the Gulf Cooperation Council (GCC) countries, particularly in Saudi Arabia.

It attracts prospective students via social media and directs prospects to a WhatsApp number. Sales agents then handle and convert those students. Innov821 DMCC also retargets them via sales promotions or events to increase sales conversion.

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The Problem

The company initially managed course inquiries through multiple personal WhatsApp numbers, but this approach led to three major issues.

First, it lost potential enrollment from not replying to students on time. Managing multiple numbers made it difficult to keep track of all incoming students and assign them to agents. This resulted in prospective students being overlooked or not responded to on time.

Second, Innov821 DMCC struggled to increase the number of enrollments due to the limitations of using personal WhatsApp numbers. It could only broadcast promotions and events to 256 contacts per broadcast list. As it was impractical to send multiple broadcasts over several numbers, they faced a growth bottleneck.

Lastly, it was difficult to assess the effectiveness of consultants as their conversations were scattered across multiple numbers and devices. Managers had no visibility over how their teams handled inquiries, making it difficult to assess who was performing well and who needed improvement. As a result, there was an additional loss of sales opportunities.

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The Respond.io Solution

To address the issues they faced using multiple personal WhatsApp numbers, Innov821 DMCC turned to respond.io. They wanted to improve their communication needs with students and increase the number of student enrollments.

A Centralized Inbox That Connects Multiple Agents And Devices

Innov821 DMCC transitioned from using multiple personal WhatsApp numbers to a single WhatsApp Business Platform (API) account and moved to respond.io. This streamlined its operations.

Instead of managing messages on multiple phones or apps, all student inquiries come into one inbox. It’s easier to keep track of student messages, reducing the loss of potential enrollment.

It was also now possible to identify which marketing campaigns students came from and segment them by course interest. This improved the agents’ performance by allowing them to respond immediately with relevant course details, providing a tailored experience for each lead.

Workflow Automation Builder To Maximize Opportunities For Every Lead

By leveraging respond.io’s various automation tools, Innov821 DMCC increased the number of enrolled students.

The Workflows chat automation builder enabled it to route and assign students to the right consultants for their needs automatically. The configuration considers agent capacity to ensure agents respond to inquiries in a timely manner, reducing the number of lead drop-offs.

Broadcasts Were Used to Promote Sales and Events to a Wider Audience

Innov821 DMCC also increased the scale of its promotional campaigns by sending promotional and event marketing broadcasts on popular channels like WhatsApp.

It could efficiently send targeted messages to the right audience at the right time. For example, it sent automated broadcasts to alert prospects about upcoming seminars. These messages were personalized to each student, depending on their course of interest, and resulted in an increased number of student enrollments.

Applied Reporting Tools to Monitor and Improve Agent Performance

Respond.io’s robust reporting tools effectively addressed the challenges of monitoring and evaluating consultants’ performance at Innov821 DMCC . It gained valuable insights into metrics such as first response and resolution times and identified areas of improvement.

Managers were also able to understand peak messaging times, allowing them to optimize the availability of their consultants and align their operations more closely with student behavior.

These insights enabled managers to make informed decisions and implement strategies to improve effectiveness in securing enrollments.

Respond.io helped us scale our business and grow at a rapid rate. It reduced the complexity of our operations so that we could answer student inquiries quickly while improving response quality. It was the key leading to our recent successes. - Ahmad Hijazi, Innov821 DMCC ’s Managing Director

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The Results

Innov821 DMCC saw significant improvements after using respond.io in its sales and marketing processes, driving enrollment rates.

It has sent an average of 1 million monthly broadcast messages, effectively nurturing students into course signups. Meanwhile, automation tools ensure that every inquiry is answered quickly, minimizing the loss of potential opportunities.

This combination of targeted broadcasts, automated Workflows and agents responding quickly from a centralized inbox resulted in a staggering 73.2% conversion rate. In short, Innov821 DMCC was able to double its enrollment rates with 730,448 student sign-ups within 7 months.

Innov821 DMCC achieved a 100% increase in student intake over 7 months by using insights from the Reports Module. These insights allowed them to optimize their engagement strategies, identify areas for improvement, and make data-driven decisions that effectively boosted enrollments.