01 · The problem
What problem does it solve?
A college receives thousands of enquiries between May and August — calls, WhatsApp messages, website forms and social media. Four counsellors answer the same questions about eligibility, fees and hostels from morning to night.
Enquiries after 7 pm and on Sundays wait, applicants compare three colleges at once, and the one that answers first and clearly often gets the application.
Missed enquiries
Peak-season messages outrun the team.
Repeated questions
Counsellors explain eligibility all day.
Late replies
Applicants decide before the call back.
Lost context
Counsellors don’t know what was asked before.