How Adi Institute routes every Meta enquiry to the right counsellor across its centres

The team

Adi Institute runs courses from centres in Trivandrum, Ernakulam, Calicut, Malappuram, Thrissur, Palakkad and Bangalore, and online. Most enquiries come from Meta lead forms across several Facebook Pages, and a team of counsellors calls every enquiry, guides the student to a course and a centre and takes them through registration and admission.

What they needed

• Every lead form on every Page in one place, including Pages owned through their Business Portfolio.
• New leads shared fairly between counsellors, with some campaigns going to the counsellors who know them best.
• Each enquiry tagged with its course and centre, so every number can be split both ways.
• One view of the whole institute: which sources bring good leads, where enquiries are lost and who is converting.

Meta leads from every Page

We connected Adi's Meta account and brought in the lead forms on all their Facebook Pages, including the Pages their Business Portfolio owns. When the connection went live, the previous 90 days of leads came in with it, so the team started with its recent history in Xale instead of an empty board.

Routing that stays fair

New Meta leads are shared among the counsellors on the list in turn, so nobody's book fills while another stays empty. Leads from chosen campaigns skip the queue and go straight to the counsellors picked for them, and every new lead gets a default centre on arrival. The rules are ordinary automations, so Adi's admins can see and change them in the builder.

A pipeline built for registrations

The workspace runs on the Academy template: Fresh Leads, Enquiry and Registered, with statuses for registration and admission. When an enquiry does not go ahead, the counsellor picks a lost reason, which is what makes the lost-reasons card on the dashboard worth reading. Counsellors' calls from their Android phones are logged on the lead by the Xale app.

One dashboard for the institute

We built a pack of thirteen shared dashboard cards with the Custom Report Builder: the lead source mix and the quality of each source, the stage funnel, lost reasons, the days a lead takes to register, a daily activity heatmap, a conversion leaderboard, fresh-lead fairness between counsellors, and breakdowns by campaign, course and centre. Every number opens the leads behind it.