How Basalt Group stopped losing applicants after hours
Basalt Group420
Applicants guided per intake
18%
Lift in enrolment conversion
24/7
Admissions coverage across time zones
3
Programs supported by one agent
At a glance
Basalt Group's admissions questions came in at every hour, from applicants across a handful of time zones, and often depended on which of three programs someone was asking about.
They trained the xFlow agent on every program's curriculum, deadlines, and financing options, and it now walks applicants from a first question through a completed application.
Its two-person admissions team now steps in only for financial-aid edge cases and interviews, while the agent handles the repetitive, time-sensitive questions that used to bottleneck at business hours.
“Applicants ask their hardest questions at 11pm the night before a deadline. Now someone is actually there to answer.”
Elena Restrepo
VP of Admissions, Basalt Group
The hardest questions came in after admissions went home
Basalt Group runs three certification programs for working professionals across a handful of time zones, and applicants ask their most important questions right before a deadline, often well after its two-person admissions team has logged off for the day.
"An applicant weighing a five-figure program doesn't wait for business hours to ask whether their undergraduate degree qualifies. They ask at 11pm, the night before the deadline," Elena Restrepo, Basalt Group's VP of Admissions, said. By the time staff replied the next morning, some applicants had already walked away.
An agent that knows all three programs, not just one
Basalt Group trained the xFlow agent on every program's curriculum, deadlines, and financing options, so it can answer accurately regardless of which of the three programs an applicant is actually asking about. It walks applicants from a first question through a completed application, in one continuous conversation.
Admissions staff now step in for the cases that genuinely need judgment — financial-aid exceptions and interviews — while the agent handles the repetitive, deadline-driven questions that used to pile up overnight.
“It had to be right about three different programs at once, not just confident about one. That's what most tools couldn't actually do.”
Elena Restrepo
VP of Admissions, Basalt Group
The results
18% lift in enrolment conversion. More applicants who start a conversation actually complete their application.
420 applicants guided per intake. The agent now handles a volume of applicant questions the two-person admissions team couldn't staff for on its own.
24/7 admissions coverage across time zones. Applicants get accurate answers at 11pm the night before a deadline, not the next business day.
Admissions staff refocused on judgment calls. Financial-aid exceptions and interviews now get the attention that used to go to routine deadline questions.
What’s next
Basalt Group is now working the agent earlier into the funnel, using it to answer prospective-student questions before someone has even started an application.
“It's a very approachable platform to stand up. You don't need a technical team to get it answering real applicant questions from day one.”
Elena Restrepo
VP of Admissions, Basalt Group
About
Basalt Group runs online certification programs for working professionals.
Industry
Education & Training
Size
11-50
Founded
2015
xFlow plan
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