VTC Academy chọn Chuyển đổi số để tăng trưởng toàn diện và bền vững
With a vision to become a leading IT and Design Academy in Asia, VTC Academy embraced a digital transformation to streamline and automate sales, admissions, timetables, accounts and more as the business grows. The results have been outstanding.
Already a top school in Vietnam for 3D animation, design, gaming, digital marketing, artificial intelligence and technology, VTC Academy has grown steadily since it began in 2010, with ambitious plans to grow to 10+ campuses across Vietnam.
As an organisation at the forefront of technology and trends in their subjects and lecturers, it was time to embrace the latest cloud-based platforms themselves to power profitable business growth.
Manual processes limiting growth
Having grown organically, legacy IT systems were no longer keeping up, explains VTC Academy’s Marketing Director, Duc Pham.
“With an increasing number of enquiries, enrolments and classes, our manual processes were becoming inefficient. For example, we had multiple people managing incoming leads, so it was hard to track who had replied, what they had communicated and the next steps. Without automated systems, follow up steps could be forgotten or duplicated.”
With the team largely collaborating using shared spreadsheets, it was difficult to manage the data of students, teachers and programs. Multiple users editing information led to duplication of content and a risk that information could be accidentally deleted or errors made.
“We made the strategic decision to upgrade to a full customer relationship management (CRM) system to help us manage the workflow of current students as well as leads.”
After assessing many options, we chose Salesforce, as it offered a full system with exceptional flexibility. We wanted a tool that could adapt to our existing workflows rather than fit into fixed structures.”
End-to-end solution from prospect to student
To help them design and implement the solution, VTC Academy selected OMN1 Solution as they are Vietnam’s top Salesforce Partner with proven expertise in the education sector since 2015.
As the first step OMN1 Solution worked closely with the staff to help map and document workflows so they could be digitalised.
“We found procedures were different across campuses and departments, so we also applied consistency so that all staff - existing and new - knew exactly what they needed to do. Salesforce was very easy to adapt to our systems,” said Duc Pham.
“We didn’t originally consider Salesforce as an end-to-end educational management system, but OMN1 Solution demonstrated how it could connect the journey of our students from sales and enrolments through to timetables and account administration. This end-to-end functionality is crucial.”
The primary Salesforce technologies used in the solution were:
Salesforce Pardot for automating and personalising student engagement and communications
Salesforce Sales Cloud powers the sales, leads and student admission processes
Salesforce Service Cloud runs the administration of students, teachers, automated class timetables, feedback, fees and account management etc
Control, transparency and efficiency
Having an end-to-end educational management platform creates a better experience for prospects, students and staff, while being much simpler and less time consuming for administrators.
A couple of years into the implementation, VTC Academy is enjoying a range of benefits:
Incoming leads are automatically allocated to a representative with no duplication or overlaps
Each opportunity is categorised and prioritised with clear next steps and actions
Sales calls are made and recorded directly from the system for efficient tracking and optimisation
Automated activity alerts trigger if a lead has not been actioned in 24 hours - if it remains inactive it will be transferred to another team member which motivates responsive service
Real-time reporting dashboards across campuses, departments, processes and programs
The student mobile app makes it easy for them to manage their account and find information
A single-source-of-truth for each student’s activity helps understanding and service delivery
Not only has the system led to an increase in sales and better student services, it also gives management a clear view of the organisation’s performance.
“We can see real-time reports on enquiries, leads, sales admissions and revenue, as well as a 360 degree view of student activity. Data can be tracked by day, week or month and compared across campuses so we can operate productively across the organisation,” explains Duc Pham.
Equipped for profitable growth
“In the next few years we plan to expand to 10 or more campuses across Vietnam. This was a major factor in selecting Salesforce for our digital transformation project because we now have a model that we can apply and scale to new campuses as we add them.”
“We have worked closely with OMN1 Solution for a few years now. They have a deep understanding of the education sector with expertise across business consulting, technical delivery and support. I very much recommend Salesforce and OMN1 Solution to other educational institutions.”
To learn more about streamlining your customer service experience, visit omn1solution.com to contact us, or call (+84) 28 6685 9944 for a no-obligation discussion.
About: Established in 2015, OMN1 Solution is a strategic partner of Salesforce in Vietnam specialising in digital transformation and customer experience for customers across Asia, Europe and the USA.