Customer Story
Partnering with Exotel Saarthi Education enhances engagement with a 67% call pickup and 76% completion rate
About Saarthi Education
Based in Delhi, Saarthi Education, an NGO with a mission to craft early childhood experiences, deliver age-appropriate activities, and empower parents from low-income backgrounds to steer their child's early education journey. Aptly named 'Saarthi,' translating to 'charioteer,' they navigated a pilot phase with 200 families, experiencing rapid growth within 10 months, and now impacting 5000 families. In a conversation with founder Ankit Arora, we explore how Exotel played a pivotal role in achieving its transformative goals.
Challenges
Engage via an apt channel to boost the cognitive, learning, and social skills of children from a low-income background
Encourage parental engagement in these activities by providing them with simple instructions & coaching
Feedback collection for more visibility into their key performance metrics for further improvement
Saarthi Education recognized the pivotal role of parental involvement in shaping a child's education, particularly among low-income families. Designing activities to enhance children's cognitive and social skills, they faced a hurdle when parents found the tasks challenging without proper instructions.
Initially employing two agents to provide weekly guidance to 200 families, scalability became a challenge as their reach expanded to 5000 families. It also posed a challenge in tracking the parent inquiries and metrics that can help them further improve their processes. In search of a highly scalable solution, Saarthi Education sought a platform to facilitate seamless communication with the growing number of families.
The Solution
Automated IVR Calls
CRM Integration
Auto Call Reschedule
Feedback Collection
Saarthi Education effectively delivers age-specific content to Pre-Kindergarten, Kindergarten, and Grades 1-2 using Exotel's IVRs and Automated Calls. The integration of vernacular IVR breaks language barriers, enhancing engagement. Exotel also enables Saarthi to track call durations and gather parent feedback for ongoing improvement. Presently, Saarthi initiates around 2000 daily calls, each averaging 80-100 seconds.
Results
Expansion of customer base from 200 to 5000 families
Call pickup rate soared to 67%
Call completion rate increased to 76%
Benefits
Tailored, vernacular IVR communications increase parent involvement.
Seamless call transition via Exotel during connectivity disruptions.