EdTech Student Support Operation Drives 31% Retention Lift
Proactive student success and support operations for an online learning platform — reducing drop-off and improving course completion rates.
The Challenge
An online learning platform with 85,000 enrolled learners was experiencing 42% course drop-off, predominantly in Weeks 2-4 of enrolment — caused by lack of engagement, unanswered questions, and no proactive support touchpoints. Poor completion rates were threatening institutional partnerships and NPS scores.
Our Approach
Designed a Student Success Journey: mapped all critical engagement moments from Day 1 to course completion.
Built a proactive outreach programme: automated triggers at Days 3, 7, 14, and 30 — personalised calls, WhatsApp messages, and learning tips from success managers.
Deployed a reactive support helpdesk handling technical issues, billing queries, and content questions with a 2-hour SLA.
Created a 'struggling learner' identification model based on login frequency, assignment submission rates, and forum activity — triggering coach outreach within 24 hours.
Tracked NPS, completion rate, and time-to-first-module as leading indicators of long-term retention.
Related Engagements
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