From Manual Tasks to Meaningful Conversations

TBS Education introduced its Admissions team to Polser’s WhatsApp conversation manager to automate and integrate the communication workflow, eliminating the need for manual data entry and allowing seamless interaction between WhatsApp and CRM. 

1-Minute Onboarding

Polser acts like a smart sidekick, pulling information from the institution’s website, info sheets, and programme details in seconds. Polser’s AI then uses that information to draft and suggest instant replies, and even includes links and documents where relevant, like brochures, application portals, or infosheets. Rather than wasting time on manual replies, the team now chooses from Polser’s smart suggestions and moves conversations forward quicker. 

Polser’s automation enhances personal engagement by taking care of repetitive tasks, allowing staff to engage in what truly requires their focus. With smart assistance, one person can manage more conversations than ever before. This means more time for meaningful connections with high-quality leads, leading to more completed applications and achieved admissions goals. “In the time that I used to connect with one person, I can connect with four or five,” said Pablo Gornatti, Programs Advisor at TBS Education. “Before, I treated leads like a bulk task, rushing through answers. Now, I have more time to think about what I’m saying.” 

With more time for meaningful conversations, students receive better guidance, which has led to better qualified applicants. TBS Education has been able to shift from a volume-focused approach to instead focusing on quality: volume is no longer their biggest challenge. The result ensures those who move forward are genuinely interested and well-prepared. 

“I connect with the right people. Students are better informed before moving forward, which means those who apply are genuinely interested and more likely to enrol,” Pablo explains. 

Smarter Outreach, at Scale

With just a few clicks, TBS Education can invite large audiences for webinars and info sessions using Polser’s broadcast feature. By applying labels and segmenting their prospective students, the team can organise contacts by language, location, course of study, or other key factors, making outreach more precise. 

Broadcasts also help reconnect with past leads through targeted messaging in a one-to-many format, ensuring every opportunity is engaged while still feeling personal. When students reply on WhatsApp, conversations flow naturally, keeping engagement smooth and effective. 

The smart answers feature delivers instant responses that the Admissions team can adjust when needed, maintaining a personal touch. With the knowledge base storing all essential resources, there is no need to waste time searching for documents; everything is readily available when needed and often automatically attached to WhatsApp messages.

End-to-End Logging: Salesforce Integration

Polser’s integration with TBS Education’s CRM, Microsoft Dynamics, logs every WhatsApp interaction automatically. By automatically logging prospective student interactions, just as one would with email, the team has an organised view of each student’s application journey. This allows the team to recognise the most successful paths, repeat them, and guide more students in the right direction. By uncovering key patterns, TBS Education’s admissions team identifies high-potential leads and can focus resources where they matter most. 

Tracking is seamless, insights are richer, and the entire admissions process is more connected and efficient. 

“Copy-pasting activity from WhatsApp into the CRM used to take more time than actually talking to students. Now, everything is automatically recorded, and I don’t even have to think about it. I have a perfect assistant that keeps track of everything for me.” Pablo adds.