How a Higher Education Streamlined its Student Application Process with Zoho

The organisation sought to modernise its application process, replacing manual, fragmented workflows with an integrated, automated solution. By partnering with Smartmates, they streamlined operations and improved the student experience through a tailored Zoho ecosystem.

For many years, the client relied on traditional manual workflows for its application process. Applications were submitted online or by email, after which staff had to manually transfer the data into Zoho CRM and other systems. This process was labour-intensive, prone to inconsistencies, and difficult to scale as application volumes increased. They required a solution that could not only streamline application intake but also integrate seamlessly with its existing CRM and other tools to ensure consistent data handling, document management, and efficient communication with applicants. By working with Smartmates, They successfully transformed its student application process. The integration of Zoho Forms, Zoho Desk and Zoho WorkDrive, which are connected directly with Zoho CRM, has allowed them to automate repetitive tasks, reduce errors and improve overall responsiveness.

“The setup of Zoho Desk and Zoho Forms, along with the seamless custom integration designed for managing our student applications process, has significantly elevated our operational efficiency. Dicky’s exceptional project management skills, attention to detail, and proactive communication were crucial in ensuring the project’s success.”

The challenges faced were amplified by the growing number of applicants and the geographic distribution of campuses. Manual data entry and document handling became unsustainable, placing a heavy administrative burden on the admissions team. Staff frequently had to switch between platforms to track applicant status, respond to inquiries, and update records. This lack of integration not only slowed down the process but also reduced transparency and increased the risk of miscommunication. Recognising the need for a scalable, integrated solution, they sought Smartmates’ expertise to modernise its application process and optimise its operations for future growth.

Smartmates designed a comprehensive, integrated application management solution using Zoho’s ecosystem to address client’s operational pain points. The new solution included:

• Automated Application Intake: Multiple Zoho Forms were created to collect student information and supporting documents for different courses and campuses.
• Seamless CRM Integration: Each form submission automatically creates or updates records in Zoho CRM, ensuring that all application data is consistently captured in a centralised system.
• Ticketing and Tracking with Zoho Desk: A corresponding ticket is generated in Zoho Desk for each new application, allowing staff to efficiently track progress and provide timely responses to applicant queries.
• Secure Document Management with Zoho WorkDrive: For each new application, a dedicated folder is automatically created in Zoho WorkDrive to store and manage supporting documents securely and consistently.
• Process Transparency and Efficiency: The integrated workflow provides end-to-end visibility for admissions staff, enabling them to monitor application progress in real time and respond promptly to applicant needs.

The project was delivered in structured phases to ensure a smooth transition and strong adoption by the team:

• Discovery and Process Mapping: Smartmates collaborated with their admissions team to document the existing processes and define an optimal future-state workflow.
• System Design and Development: Custom Zoho Forms were created and configured to trigger automated actions in Zoho CRM, Zoho Desk, and Zoho WorkDrive.
• Integration and Testing: Smartmates rigorously tested the workflows across different campuses and scenarios, ensuring the system performed reliably under real-world conditions.
• User Training and Support: Comprehensive training sessions empowered the staff to confidently use the new system, supported by Smartmates’ guidance during the transition phase.
• Continuous Optimisation: Feedback from the admissions team was incorporated to refine the solution and enhance usability.

• Operational Efficiency: Reduced manual work and faster processing times
• Enhanced Accuracy: Consistent, automated data handling
• Better Student Experience: Quicker responses and seamless onboarding
• Scalable Process: Supports growing enrolments across multiple campuses