A structured, self-service student journey for a study-abroad consultancy
Client: Conduira
Industry: International education / study abroad
Engagement: Process redesign, architecture, delivery oversight and partial implementation
The business priority
Conduira needed a more consistent way to manage the journey from lead and counselling through applications, visa processing and related services. The engagement brought process redesign and platform architecture together to organise student actions, document requirements and team responsibilities around a shared lifecycle.
The operating challenge
Student information and interactions were spread across CRM records, email, WhatsApp, shared folders and counsellor notes. Teams relied on manual follow-ups for documents, appointments and status updates. Different country, university and service requirements made a single standard checklist insufficient.
My strategic contribution
I delivered this work in my role at Conduira during a 12-month Salesforce phase. My contribution covered stakeholder workshops, process mapping, future-state workflow design, data and access architecture, build specifications, delivery oversight and partial hands-on implementation, alongside testing support and change management. I focused on defining how the operation should work before translating it into platform requirements.
What made this complex
One lifecycle had to accommodate stage-based documents and four country-specific visa workflows, while coordinating applications, appointments, queries and services. The student portal and internal workflows also depended on role-based visibility and SharePoint-backed document storage.
Key decisions and their business purpose
Standardise the journey while preserving variation. Use a common stage framework with country-specific visa workflows. This combines consistent coordination with requirements that differ by pathway.
Connect documents to progress. Tie document requirements to journey stages and connect the portal with SharePoint-backed storage. This supports student visibility and reduces reliance on repeated document follow-ups.
Design self-service alongside team responsibilities. Bring appointments, queries, tasks and services into role-based workflows. This connects student actions with more consistent counsellor coordination.
FROM DESIGN TO DELIVERY
What changed in the operation
What was delivered
Experience Cloud student portal covering profiles, applications, visa processing, communications and services.
Stage-based progress and document workflows, with SharePoint-backed document storage.
Country-specific visa workflows for the US, UK, Australia and Ireland.
Workflows for queries, mentorship appointments, tasks, notifications and related student services.
Before and after
Student status: Phone and messaging follow-up → Portal-based progress visibility
Documents: Manual requests and follow-up → Stage-based requirements and workflows
Appointments and queries: Email and calls → Portal booking and structured queries
Visa and services: Manual checklists and coordination → Guided, role-based workflows
The operational outcome
The platform enabled fewer document follow-ups, better visibility of student progress and more consistent counsellor workflows. These are qualitative outcomes observed after launch, without measured performance figures.
Consulting perspective. Digital transformation creates value when the student experience and the internal operating model are designed together.
Technology foundation
Salesforce Sales Cloud and Experience Cloud; Microsoft 365 / SharePoint. OCR was piloted separately from the live capabilities described above.
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