The challenge
How to manage thousands of leads without losing efficiency or a personal touch
The education sector today faces a demanding landscape: increased competition, more discerning students, and tighter operating margins. At Universidad Insurgentes, the team understood that they needed a smarter, more agile solution to attract, guide, and convert students, without overwhelming resources or losing the close connection that defines the institution.
They were dealing with several bottlenecks in their CX strategy:
- Dispersed leads with no traceability
- Unsegmented and poorly timed communication
- Manual, inefficient admission processes
- Lack of visibility into campaign and channel performance
- Disconnected service across teams, leading to delays and duplicated efforts
And they knew that digitizing alone was not enough: they had to transform their CX operations from the ground up.
What did Universidad Insurgentes need in its CX strategy?
For Universidad Insurgentes, the challenge was not attracting leads, but managing them intelligently and minimizing acquisition costs as much as possible. With thousands of contacts coming in through different channels and a team juggling to respond on time, it was urgent to take the next step.
They were looking for a solution that would allow them to:
- Organize and track the journey of each lead from the very first click
- Respond with greater speed and empathy
- Prioritize prospects with higher enrollment intent
- Personalize messages by profile, academic level, and program
- Gain clear visibility of the funnel by stage, team, and campus
- And above all, automate without losing flexibility: the ability to adapt quickly without relying on complex development work
“What we value most is that Infunnel does not just automate, it understands our pace. Now we respond faster, stay better organized, and reach exactly the people we want to reach.”
Victor Lazarin,
Chief Growth Officer at Universidad Insurgentes
The Solution
A connected ecosystem that optimizes every step of the commercial funnel
With Infunnel, our marketing automation and CRM solution, connected to Inconnect, our omnichannel contact center platform, Universidad Insurgentes implemented a comprehensive strategy that covers every stage of the educational journey. This is a connected ecosystem that begins with student acquisition and extends far beyond enrollment.
1. Smart and automated acquisition
Infunnel centralizes and automates the entire commercial funnel: from early attraction through digital channels to direct contact and lead scoring. Thanks to the unified management of all voice and text channels, including WhatsApp, Universidad Insurgentes reduced first contact time to under 10 seconds.
Currently, 80 % of prospects receive personalized attention through WhatsApp. They also benefit from:
- Prioritization algorithms that optimize omnichannel follow-up.
- Lead segmentation by profile, education level, and program to deliver more relevant messages.
- Lead scoring and real-time analytics to optimize campaigns and resource allocation.
2. Conversion focused on results
The combined operation of Infunnel and Inconnect transformed the admissions process, making it more consistent, scalable, and measurable. Opaque funnels are now a thing of the past: every stage, every advisor, and every campus now has clear visibility into their metrics.
Universidad Insurgentes implemented:
- Automation of follow-ups and appointment scheduling.
- Predictive models to plan enrollment periods with greater accuracy.
- More efficient processes that increased the productivity of the sales teams by 12 %, while maintaining or even improving results.
3. Connected follow-up, improved experience
Thanks to the integration with Inconnect, all service channels were unified, allowing for complete traceability. This not only improved response times but also enhanced student satisfaction.
Through this technological transformation, Universidad Insurgentes achieved:
- A 40 % increase in NPS and a sharp reduction in complaints.
- Centralized management of cases, tickets, and issues from a single platform.
- Structured analysis of student feedback to identify critical pain points and improve administrative processes.
“Before, everything was slower and manual. Now the team can breathe: we have clarity, focus, and solutions that truly support us in our operations. The change was not only technological, it was also a shift in mindset. With Inconcert, we learned to work smarter, not just faster.”
Victor Lazarin,
Chief Growth Officer at Universidad Insurgentes
The conclusion
A CX model that not only scales, but also improves with every interaction
With Inconcert, Universidad Insurgentes did more than digitize its commercial process: it reinvented it. Today, they operate with a model based on data, automation, and efficiency, allowing them to grow, adapt, and continuously improve their customer experience.
Here are some of the most notable results:
- A 30 % reduction in CAC compared to direct competitors.
- Record response times, with initial contact in under 10 seconds.
- Increased conversion and retention, even in a challenging market context.
- A strengthened organizational culture, with technology embedded in its operational DNA.
And this is not the end: the team is already working on new improvements using predictive algorithms, speech analytics, and more intelligent AI agents. Because when technology serves education, the future stops being a promise and becomes a project.
“In an environment where acquisition costs are rising and margins are tight, technological innovation is the only way to grow with intelligence, agility, and empathy.”
Victor Lazarin,
Chief Growth Officer at Universidad Insurgentes
