How Forward Emphasis Tripled Enquiry Capacity and Increased Registrations by 68%
Forward Emphasis partnered with a leading Irish university to transform its student support model, tripling enquiry capacity and increasing registrations by 68% over 12 years. Through faster response times of under 24 hours, a scalable structure designed for peak January and September intakes and significant cost savings achieved through process optimisation, the university now delivers a more efficient, responsive and student‑centred experience.
The Challenge
An Irish university offering a rapidly expanding portfolio of online and blended learning programmes, serving both domestic and international students faced mounting operational pressures as demand for online courses grew. Their existing enquiry and admissions processes could not keep pace, resulting in:
- Delayed response times
- Inconsistent service quality
- Lost conversions from enquiry to registration
- Increased strain on internal teams
- A risk to their brand reputation
The client needed a scalable, efficient and student‑centred solution.
Our Solution
FE designed a comprehensive, end‑to‑end support model tailored to the institution’s needs. This included operational redesign, enhanced training and the development of a bespoke CRM platform that became the backbone of the admissions process.
At the heart of the transformation was a custom-built CRM platform designed specifically to manage and streamline the full application management process. Rather than a generic system, this CRM was engineered to support the unique workflows of both the University and FE, ensuring clarity, speed and accountability at every stage.
Key capabilities included:
- Intelligent routing to direct applications and enquiries to the correct academic, admissions or support teams, both within the University and FE.
- Clear, real‑time status tracking for every student, enabling proactive follow‑up and eliminating bottlenecks.
- Department‑level workflow management ensuring each team could input, review and progress applications at the right time.
- Centralised communication logs to maintain continuity, accuracy and compliance.
- Real‑time reporting dashboards providing visibility of volumes, performance, turnaround times and trends.
- End‑to‑end lifecycle visibility, from initial enquiry through application, assessment and registration.
This bespoke CRM became the operational backbone of the admissions process, improving efficiency, strengthening collaboration and enabling a consistently high‑quality student experience.
Implementation
Forward Emphasis began with a full diagnostic review, including:
- A detailed gap analysis
- Mapping of the end‑to‑end student journey
- Identification of bottlenecks and inefficiencies
Following this, FE:
- Implemented the custom CRM platform
- Introduced intelligent enquiry routing
- Delivered comprehensive training for all student support agents
- Established a scalable operational structure aligned to peak intake periods
The transition was seamless, with immediate improvements in visibility, responsiveness and student experience.
Results
1. Improved Efficiency
- Response times reduced to within 24 hours
- Successfully managed a threefold increase in enquiries
- Reduced administrative burden on internal teams
2. Enhanced Student Experience
- Significant uplift in satisfaction scores
- 68% increase in registered students over 12 years
- Faster, clearer and more personalised communication
3. Scalability & Stability
- Seamless handling of peak demand during January and September intakes
- Consistent service excellence year‑round
- Flexible model that grows with the University
4. Cost Savings
- Optimised resource allocation
- Reduced operational inefficiencies
- Maintained high service quality while lowering overall costs
Client Testimonial
“The responsiveness of actions and the breadth of knowledge gathered over the years is one of the most beneficial elements. Also, the relationship with FE employees, they are as invested in our success as our own employees.”
Conclusion
This partnership demonstrates the transformative impact of strategic BPO solutions in the education sector. By aligning Forward Emphasis’s expertise with the client’s objectives, we not only resolved immediate operational challenges but also built a scalable, data‑driven and student‑centred support model that continues to deliver long‑term value.
Looking to optimise processes or scale your organisation effectively? Reach out to discover how FE can help you move forward with confidence.
