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CRM System for the Call Center

CRM System with Schools Search API Integration

Client

The client provided career guidance and helped users choose educational institutions. Their partners included colleges, universities, and online platforms that paid for referred applicants.

Project duration

7 months of development, followed by 1 year of ongoing technical support

Challenges

1. Lead Qualification Stage: During phone calls, agents spent considerable time manually searching multiple school websites to find suitable programs. Each search required repeated data entry across five websites, which included entering personal information before applying to selected programs.

2. Subscription Stage: Lead data needed to be sent to educational institutions, converting leads into applicants. To avoid duplicate data entry across systems, an integration between the CRM and the Search Aggregator was necessary.

3. Analytics Stage: Without CRM integration, it was difficult to analyze the success of program selection and evaluate manager performance.

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Solution

The primary objective was to optimize the call center workflow. Since the project lacked a defined technical specification, a Discovery Phase was undertaken to better understand the problem and develop effective solutions.

To reduce lead processing time, a School Search Platforms Aggregator was created as a single-point search and application platform. Our engineers explored the integration potential of external platforms, which were found to support REST APIs for automating most user actions.

The process involved investigating each API to standardize search criteria. A unified web form was designed for school and program searches across all external platforms, allowing users to submit applications with a single click.

The School Search Platforms Aggregator was also integrated with the call center CRM to:

  • Automatically track agent activity during calls.
  • Monitor the quality of search results from external platforms.
  • Generate reports to measure lead conversion and agent effectiveness.

The first system version was released four months into development. During pilot testing, our developers resolved integration issues, collaborating with external platform support teams. The system went live two months post-pilot.

CORE FEATURES WE IMPLEMENTED

Report generation components
Development of a Search Aggregator combining specified feeds
A dashboard to easily track call center results
Visualization and control of work-in-progress
Frontend and backend development

TEAM COMPOSITION

5 Full-Stack Software Engineers
1 Quality Assurance Engineers
1 Project Manager

RESULTS WE ACHIEVED

Improved Reporting

Reduced reporting time by 60%

Accelerated Outreach

Improved efficiency in CRM-based mailing and calling

Optimized Program Search

Optimized the search and selection process for educational programs by call center managers