Twilio Case Studies Edureka's Transformation: Becoming India’s Fastest Growing Online Learning Platform

	Edureka's Transformation: Becoming India’s Fastest Growing Online Learning Platform Twilio

Edureka's Transformation: Becoming India’s Fastest Growing Online Learning Platform

Twilio

Technology Category	Application Infrastructure & Middleware - Middleware, SDKs & Libraries Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries	Education
Use Cases	Personnel Tracking & Monitoring Speech Recognition
Services	System Integration Training
Challenge	Edureka, an online education marketplace, prides itself on having the highest course completion rate in the industry. However, they faced a significant challenge in maintaining this rate due to the lack of immediate response to user support queries. This delay often led to students losing interest and discontinuing the course. The company wanted to create a support system that not only answered student queries but also encouraged them to continue, monitored their progress, and celebrated their achievements. However, providing 24/7 phone support was a daunting task. Edureka’s agents began to receive a surplus of calls from their students daily, which were often plagued with connectivity issues. As the company began to scale internationally, the platform founders started to search for a partner that would allow a smoother user experience for both the Edureka students and support agents. Read More
About Customer	Edureka is one of the fastest-growing online education marketplaces in the industry. They provide education for tech professionals looking to upskill, enter a new field, or keep up with the latest technology. Students can take live online courses from market professionals and have 24/7 support for any questions or difficulties along the way. Edureka is not the biggest, least expensive, or quickest to complete online learning platform, but they have the highest course completion rate in the industry. They attribute this success to their commitment to not giving up on the students who decide to invest in their curriculum. Read More
Solution	Edureka chose Twilio’s Programmable Voice solution to help overcome their challenges. Twilio’s solution allowed Edureka to take calls from international students from almost any device, at any time, and from anywhere. With this solution, Edureka was able to deliver high-quality and crystal clear audio, enabling their staff to accurately troubleshoot any issues their students may have and provide the support they needed to complete the course. The solution also allowed Edureka to record their support calls, which they could use for training their staff to help with future issues. Using Twilio, Edureka was able to scale their solution from a limited number of cities and classes to providing a global platform available across class sizes and course subjects. Edureka’s sales team also uses the platform to take calls from students all over the world. In the near future, the company also hopes to enable SMS with Twilio Programmable Messaging to offer even more opportunities to communicate with their students worldwide. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - Middleware, SDKs & Libraries

Platform as a Service (PaaS) - Application Development Platforms

Applicable Industries

Education

Use Cases

Personnel Tracking & Monitoring

Speech Recognition

Services

System Integration

Training

Challenge

Edureka, an online education marketplace, prides itself on having the highest course completion rate in the industry. However, they faced a significant challenge in maintaining this rate due to the lack of immediate response to user support queries. This delay often led to students losing interest and discontinuing the course. The company wanted to create a support system that not only answered student queries but also encouraged them to continue, monitored their progress, and celebrated their achievements. However, providing 24/7 phone support was a daunting task. Edureka’s agents began to receive a surplus of calls from their students daily, which were often plagued with connectivity issues. As the company began to scale internationally, the platform founders started to search for a partner that would allow a smoother user experience for both the Edureka students and support agents.

About Customer

Edureka is one of the fastest-growing online education marketplaces in the industry. They provide education for tech professionals looking to upskill, enter a new field, or keep up with the latest technology. Students can take live online courses from market professionals and have 24/7 support for any questions or difficulties along the way. Edureka is not the biggest, least expensive, or quickest to complete online learning platform, but they have the highest course completion rate in the industry. They attribute this success to their commitment to not giving up on the students who decide to invest in their curriculum.

Solution

Edureka chose Twilio’s Programmable Voice solution to help overcome their challenges. Twilio’s solution allowed Edureka to take calls from international students from almost any device, at any time, and from anywhere. With this solution, Edureka was able to deliver high-quality and crystal clear audio, enabling their staff to accurately troubleshoot any issues their students may have and provide the support they needed to complete the course. The solution also allowed Edureka to record their support calls, which they could use for training their staff to help with future issues. Using Twilio, Edureka was able to scale their solution from a limited number of cities and classes to providing a global platform available across class sizes and course subjects. Edureka’s sales team also uses the platform to take calls from students all over the world. In the near future, the company also hopes to enable SMS with Twilio Programmable Messaging to offer even more opportunities to communicate with their students worldwide.

Impact #1	With the implementation of Twilio’s Programmable Voice solution, Edureka has seen a significant improvement in their operational efficiency. The high-quality and crystal clear audio has enabled their staff to accurately troubleshoot any issues their students may have, thereby enhancing the overall student experience. The ability to record their support calls has also been beneficial for training purposes, helping their staff to better handle future issues. Furthermore, the solution has allowed Edureka to scale their services from a limited number of cities and classes to a global platform, thereby expanding their reach. The company's sales team also uses the platform to take calls from students all over the world, further enhancing their customer service.

Impact #1

With the implementation of Twilio’s Programmable Voice solution, Edureka has seen a significant improvement in their operational efficiency. The high-quality and crystal clear audio has enabled their staff to accurately troubleshoot any issues their students may have, thereby enhancing the overall student experience. The ability to record their support calls has also been beneficial for training purposes, helping their staff to better handle future issues. Furthermore, the solution has allowed Edureka to scale their services from a limited number of cities and classes to a global platform, thereby expanding their reach. The company's sales team also uses the platform to take calls from students all over the world, further enhancing their customer service.

Benefit #1	100% decrease in monthly support tickets
Benefit #2	80% completion rate for courses, which is the highest in the industry
Benefit #3	Nearly two thousand calls from students daily with almost no connectivity issues

Benefit #1

100% decrease in monthly support tickets

Benefit #2

80% completion rate for courses, which is the highest in the industry

Benefit #3

Nearly two thousand calls from students daily with almost no connectivity issues

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Overview

Edureka's Transformation: Becoming India’s Fastest Growing Online Learning Platform

Operational Impact

Quantitative Benefit