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Leveraging the student voice

With Fanshawe College

Fanshawe

Introduction

Fanshawe College is a renowned international college with campuses across London and Norfolk, Ontario. The college provides high levels of education to more than half a million people worldwide and offers over 200 degrees, certificates and diplomas.

Fanshawe College wanted an all-round solution to connect current students to prospective ones to share thoughts and experiences about the college and its surrounding cities. 

After narrowing their search down to two platforms, Fanshawe chose The Ambassador Platform for its proven track record of providing high-quality services to other colleges and institutions around the world.

 

The challenge

Fanshawe College was looking for a solution that would enable their international prospects to speak to current students who have experienced the college and city life. According to their research, this was a service that almost all of their incoming international students were interested in as they wanted to ask questions about the quality of the education, what the city was like and how they found their overall time at the college.

Of course, the college could have answered all these questions from an institutional perspective, but they found it lacked a personal touch. The perspectives from current students came across as much more honest and authentic than views from the college itself.  Therefore, in 2021, Fanshawe College chose The Ambassador Platform to answer this growing need to connect their current students to prospective ones online. 

FanshaweCollege

 

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Seamless CRM integration

The CRM integration allows Fanshawe College to track and evaluate how many students sign up to chat with ambassadors, and how these interactions influence their decision to apply or enroll at the college.

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Excellent customer support

Since onboarding, the college has received regular and ongoing support from our fantastic Customer Success Team to ensure they make the most of the platform.

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Safeguarding by design

Our ‘safeguarding by design’, including automatic keyword detection and conversation flagging, offers a safe space for messages to be exchanged on the platform.

The journey

Fanshawe College started their journey by building their Digital Ambassador team. They wanted their ambassadors to come across as authentic and personable without being overly institutional and diversity of representation was incredibly important to them. So they took into account the students' program of study and had each candidate send a short video talking about themselves and why they wanted to be an ambassador.

In total, the college recruited 18 ambassadors and provided them with workshops on how to use The Ambassador Platform as well as some general guidelines on how to approach chat conversations with prospective students; the team also created a WhatsApp group to foster friendships and a sense of community amongst the ambassadors whilst also allowing them a space to ask each other questions and advice on certain topics.

To make sure their ambassador program ran smoothly, the Fanshawe team built a fantastic incentivization system for their ambassadors which included providing each student with a certificate of participation and running weekly giveaways for the ambassadors who spoke to the most students. 

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The impact

Within the first six months, Fanshawe College has already been seeing the huge impact of working with digital ambassadors on The Ambassador Platform, including an increase in students applying to the college:

  • Since November 2021, they had over 1,000 prospects sign up on the platform. 15,000 messages have been exchanged between prospective students and Fanshawe's ambassadors.
  • The ambassadors chosen were a huge part of this success, with a 13-minute average response time and an incredible 93% feedback score from prospective students. 
  • 18 applications have been submitted so far and they are expecting more. 

"The reason we chose The Ambassador Platform was the use cases. We looked at TAP's clients around the world and how they were using the platform and we found those cases to be very strong. Also, in the past 6 months, we became stronger believers in The Ambassador Platform based on the support we've gotten as well as how flexible everyone has been."

Saurabh Malhotra
Director, International Recruitment & Market Development
Fanshawe College

If you’d like to find out more about how we can help you tell prospects what it's really like to be part of your institution then why not book a demo of The Ambassador Platform?

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