The Story
Tricoci University of Beauty Culture (TUBC) prepares students for careers in Cosmetology, Esthetics and Nail Technology. The company had experienced explosive growth in the number of prospective students and didn't have the right system in place to make the most of their leads. Until we stepped in...
The Struggle
Increased inquiries is a nice problem to have. But it's definitely frustrating if you don't have the tools at your disposal to follow-up with hot leads effectively. For Tricoci University, the issue was making the most of an influx in prospects and actually managing to convert them into enrollments for their programs.
Joy, TUBC's Admissions chair, knew there were missed opportunities with a call center manually calling out to their new inbound web leads. She gathered her resources including Paul Matylonek, her DOA, to implement the automated dialing system with the call center to increase the speed to lead response times and provide daily consistency. All of the promise of those increased inquiries would mean nothing if it didn't make an impact on enrollment figures and the organization's bottom line.
The Strategy
"It takes out the mental effort and time it takes to figure out who to call next from staff, because the calls are all automatically prioritized."Paul Matylonek, M.A., M.S., Director of Admissions Training and Development
Tricoci University of Beauty Culture
And we knew that contacting potential students within 60 seconds would massively help Tricoci's admissions reps improve contact rates, boost conversion chances and ensure inquiries were getting the right care and attention.
We implemented the Leverly system, designed to put TUBC's admissions reps on an instant call with hot prospects. It was a no brainer… the rep's phone would ring instantly! And it got their attention and provided the leads name, program of interest and a simple prompt to ‘press 2' to dial the lead instantly.
The Success
Now operating fifteen campuses, TUBC has been focused on changes to its appointment rate (the percentage of leads that turn into campus appointments) to measure the success of the Leverly implementation. And the results were exactly what they'd been hoping for!
The company has experienced a 25% increase in its appointment rate since implementing Leverly. Given that the marginal profit for each extra student is significant, improving any of the key conversion rates by 25% translates to a significant return-on-investment for TUBC.