We talk to Tatiana Macaya, Commercial Director of Innova Schools. Through his testimony, we explored how Darwin AI helped the institution to efficiently manage a high volume of leads, improve the conversion rate and optimize the resources of the sales team.
Before implementing Darwin AI, one of the main problems we faced was the number of leads we received.
We were managing between 30,000 and 40,000 leads, and we didn't have enough equipment or resources to handle that volume. We had the option of hiring an external call center, but that also meant a huge expense and greater operational complexity.
What we needed was a system that would help us filter these leads so that business advisors would only receive those who were really interested in our schools.
It happened to us that many leads were looking for public school options or in cities where we didn't have a presence, which generated a waste of time for advisors. Clearly, we needed a first filter to ensure that the leads that reached the advisors were of quality.
We decided to implement Darwin AI because we didn't want a conventional chatbot. Our concern was that, with a traditional chatbot, leads would quickly realize that they were talking to a robot and the experience would not be positive.
We wanted to make the conversation as organic as possible, as if they were actually talking to a person.
The first thing we did was build a response matrix, just as a human advisor would do with an interested parent.
In addition, we were very attentive at the beginning, reviewing the answers that Darwin gave to ensure that they were adequate. This immediate feedback greatly helped Darwin learn and improve quickly. Darwin's team was also key, activating constant feedback to optimize responses.
The integration with HubSpot, which is our CRM, was essential. Thus, the entire process was visible both to the advisors and to us. We were able to classify the leads: those that Darwin was filtering, those that were yet to be classified and those that had already been approved by advisors.
“One of the most important results was the improvement in the conversion rate of quality leads. Before implementing Darwin, I was 30%. Nowadays, We have reached 46%“
One of the most important results was the improvement in the conversion rate of quality leads. Before implementing Darwin, our conversion rate was 30%. Today, we have reached 46%. This increase in lead quality has been fundamental, since it allows advisors to focus on those contacts most likely to become students.
Another key aspect was Darwin's ability to respond quickly to parents and send visual information, such as brochures with images, which saves time in the conversation process and makes it easier for parents to access information.
Looking to the future, we see a lot of potential in Darwin. We think it could be very useful in other areas of the school, such as extracurricular clubs or sports activities.
I would recommend Darwin AI to any business director who is looking to optimize their team's time and resources. We operate in a large network and plan to expand even more, so tools like Darwin are essential for managing high volumes of leads without sacrificing quality.
What we value most is how Darwin has allowed us to improve our efficiency, reduce costs and offer a better experience to those interested in Innova Schools.
Innova Schools is a Latin American educational network that offers a high-quality educational model at affordable prices. Its mission is to train students with a global vision and skills to face the challenges of the future, through an innovative approach based on active and collaborative learning.
Over the years, Innova Schools has managed to expand its presence to different Latin American countries, including Peru, Mexico, Ecuador and Colombia.
Their constant growth and the search for tools that optimize their business processes led them to implement Darwin AI.
