CAP CRM carries a student from the first enquiry through Lead, Calling, Counselling, Application and Student management.
SUCCESS STORY
Project Overview
CAP Educational Services (Career Advice Point) works with students across Study Abroad, Study India and Online education. A typical enquiry moves from lead capture into calling, counselling, an application, document collection and a student record.
The same student can come in again from another source or another branch. Each enquiry keeps its own history, and the person behind those enquiries stays one record. CAP CRM was built to hold that path in a single system.
Challenge
- Follow one student from lead and calling through counselling, application and student management, across three education lines.
- Keep a second enquiry from another source or branch as its own opportunity, with earlier history still on the person.
- Give each lead an owner, an escalation path and a follow-up, so the next step is visible.
- Match access to the role and the branch, and give management a view of leads, calls, follow-ups and conversions.
Results
One record
Lead, calling, counselling, application, documents and student updates stay on the same path
History kept
A later enquiry from another source or branch stays attached to the same person
The engagement
How we solved it
We mapped the student path with CAP before screens were designed. Business analysis set the person and opportunity model, the branch rules, and what each stage needed before it could move on. UX in Figma shaped the counsellor and manager workspaces. Development built those stages. QA checked allocation, follow-up and branch access. The release moved from staging to production with roles in place.
- One student path Lead, calling, counselling, application and student updates continue on the same record.
- Person and opportunity One student can hold several enquiries. Each keeps its source, branch and history.
- Ownership and follow-up Allocation can follow brand, vertical, branch or round-robin, with escalation and a next follow-up.
- Branch and role access Counsellors, finance, HR, reception, field teams and management see the work that belongs to them.
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Discover & BA Workshops on the person and opportunity model, branch rules and the path from lead to student.
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UX & Figma Lead workspace, counselling screens, dashboards and document flows.
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Development Frontend, API, permissions and the stage-by-stage workflows.
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QA & testing Allocation, follow-ups, multi-branch access and document checklists.
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Deployment Staging check, production release and a review after go-live.
- Business Analyst Defined the workflows, person and opportunity model, vertical rules and acceptance criteria with CAP.
- UX Designer (Figma) Designed the lead workspace, counselling screens, dashboards and document flows.
- Developer Built the frontend, API, permissions and lifecycle workflows.
- QA / Tester Checked allocation, follow-ups, branch access and document checklists.
- Deployment Set up the environment, the release plan and go-live checks.
Technology involved
- Product architecture
- Figma
- Frontend
- Backend / API
- Roles and permissions
- CRM workflows
- Analytics dashboards
From lead to student
This release includes
- Lead capture and allocation
- A calling workspace with follow-ups
- Counselling and conversion
- Application tracking
- Document checklists
- A college database
- Dashboards
- Access by branch and role
Allocation can be set by brand, vertical, branch or round-robin.
Counselling steps differ for Study Abroad, Study India and Online.
From application to alumni
Once an application begins, the record moves through Prospect, Applicant, Enrolled, Active and Alumni.
Study Abroad, Study India and Online keep their own steps inside that sequence.
Document checklists are generated from college, country and course.
The student record holds
- Personal details
- Documents
- A timeline
- Admissions
- Interviews
- Add-on services
- Visa and payments
Dashboards cover
- Leads
- Calls
- Follow-ups
- Conversions
- Counsellor activity and revenue
Roles run from Super Admin through counsellors, finance, HR, reception and field teams.
One record for the whole path
Enquiry, calls, counselling notes, the application, documents and student updates now sit on the same record for Study Abroad, Study India and Online.
Wimira’s work on this release covered the product structure, Figma screens, frontend and API, workflows, permissions, data model, document checklists and the release plan.
WhatsApp tracking, an assisted first call and in-workflow recommendations were written up for a later phase.
Live platform: https://crm.careeradvicepoint.com/
See the Live Platform
Career Advice Point uses this CRM for education recruitment and student operations.
