Taylor's University achieves 4x higher Lead-to-Enrolment with SleekFlow

As one of Malaysia’s leading private universities, Taylor’s University engages thousands of prospective students and parents across WhatsApp, Facebook, Instagram, TikTok, and other digital channels. With three major recruitment cycles each year, enquiry volume can surge to more than 10,000 conversations during peak periods, putting pressure on the recruitment team to respond quickly, maintain context, and deliver a consistent experience across every channel.

As digital engagement grew, the university needed a more scalable way to manage student conversations while strengthening the connected experience across the student journey. This formed part of Taylor's broader approach to delivering connected, digitally enabled engagement throughout the student recruitment journey.

Challenges faced by a university scaling digital engagement

Siloed channels led to lost context and missed opportunities

The recruitment team previously managed each communication channel separately, with conversations from Facebook, Instagram, TikTok, WhatsApp, and other digital channels remaining within their native platforms.

If a prospective student started on Instagram and followed up on WhatsApp, the counsellor picking up that thread had no visibility into what had already been discussed. As students often engage across multiple channels before deciding, context was frequently lost during handover, leading to missed opportunities and a disjointed experience for students.

Disconnected channels with limited visibility into student engagement

With conversations scattered across multiple channels, Taylor’s had limited visibility into response quality, conversation trends, and channel performance. It was difficult to identify which channels were driving higher-quality enquiries, where follow-ups were delayed, or where engagement gaps were emerging.

Although the university was already using Salesforce as its CRM, conversation data from Facebook, Instagram, TikTok, WhatsApp, and other digital channels still had to be manually reviewed, extracted, and logged by staff. As a result, records were often incomplete, and valuable multi-channel context did not always carry through to the next follow-up.

Peak intake periods made fast responses hard to scale

During peak recruitment periods, the team needed to manage a sharp rise in enquiries across multiple digital channels. With an average first response time of 1 hour and 20 minutes, maintaining timely support became difficult, especially when prospective students and parents reached out outside office hours.

As volume increased, the team needed a more scalable way to keep up with enquiries while maintaining response quality, consistency, and visibility across every conversation.

SleekFlow’s AI suite for connected student engagement 

With SleekFlow, Taylor’s University connected its student enquiry channels, Salesforce CRM, and AI agents into a more streamlined recruitment engagement workflow. This helped the team centralise conversations, connect engagement data with Salesforce, and deliver a more consistent experience throughout the recruitment journey.

One shared inbox for every student conversation

Taylor’s connected WhatsApp, Facebook, Instagram, TikTok, and other digital touchpoints into a single SleekFlow inbox, giving the team a shared view of student conversations across every channel.

With all enquiries centralised in one platform, the team could respond, collaborate, and access full conversation history from one workspace. Conversations could also be assigned to the right team members, while internal notes helped recruitment staff pass context to counsellors without affecting the student-facing experience.

This helped the university reduce inconsistencies across channel-specific workflows, deliver more consistent responses, and give managers real-time visibility to monitor conversations and step in when needed.

Pre-qualifying leads at scale with AgentFlow

Taylor’s University frequently runs Click-to-WhatsApp campaigns, with SleekFlow serving as the first layer of engagement from the moment a prospect starts a conversation. Rather than routing every enquiry directly to a recruitment counsellor, enquiries are captured in WhatsApp, assessed by AgentFlow, categorised by intent, synced into Salesforce, and routed to the right team when human follow-up is needed.

SleekFlow’s AgentFlow handles common admissions questions around programmes, entry requirements, fees, application processes, and campus information, while also supporting general enquiries such as directions and campus support. 

Beyond answering routine questions, it helps Taylor's understand the intent behind each conversation, distinguishing admissions enquiries from general or non-sales conversations and routing each one appropriately. In one case, a single conversation combined student admissions questions with a recruitment-partnership enquiry. The AI agent read the context correctly and routed it to the partnerships team rather than handling it as a standard student enquiry.

What impressed us wasn't simply the AI's ability to answer questions, but its ability to understand intent and route conversations appropriately. That allows our teams to spend less time triaging enquiries and more time helping prospective students make informed decisions.

Lee Ann June

Head of Digital Experience, Taylor's University

This creates a more seamless journey from first enquiry to personalised guidance. Routine questions are resolved immediately, while higher-intent prospects can be prioritised for personalised guidance during key decision-making moments.

By the time a conversation reaches a counsellor, the student already has the basic information they need, while the counsellor has visibility into the prior conversation. This allows recruitment counsellors to focus on students who are ready for personal guidance, while routine enquiries are managed efficiently during after-hours and high-volume campaign periods.

Bringing Student Conversations and Salesforce Together

Salesforce serves as Taylor’s source of truth for prospective student data, while SleekFlow acts as the engagement layer where conversations happen. By integrating SleekFlow with Salesforce, the recruitment team gained greater visibility into how prospective students engage across different touchpoints, which is important as enrolment decisions are rarely made through a single interaction.

With SleekFlow, conversation data is synced into Salesforce with context. The native Salesforce integration helps the team better understand each prospective student’s interaction history and provide more relevant follow-up.

It also removed the manual process of reviewing, extracting, and entering conversation details into Salesforce, which created extra workload and increased the risk of incomplete records or lost context. With a more connected view of the prospective student journey, Taylor's improved coordination, follow-up, and service consistency across the recruitment process.

By integrating SleekFlow with Salesforce, we've connected conversations with student data, giving our teams a more complete view of each prospective student's journey while reducing manual effort and improving follow-up.

Lee Ann June

Head of Digital Experience, Taylor's University

Turning conversation data into recruitment intelligence

With SleekFlow, Taylor's University can track response times, reply rates, conversation quality, and agent performance across channels. Beyond monitoring service levels, these insights help the team understand student intent more clearly, including which channels attract higher-intent prospects, which enquiry types are more likely to convert, and where to focus resources during peak recruitment periods.

These patterns also inform AI agent training, content planning, and outreach priorities, helping the team make engagement decisions based on real student conversations.

Today, we are able to look beyond enquiry volume and better understand the quality of conversations. This allows us to identify higher-intent prospects, prioritise follow-up efforts and make more informed decisions about where to focus our resources.

Lee Ann June

Head of Digital Experience, Taylor's University

The results: faster responses, scalable engagement, stronger enrolment outcomes

Since deploying SleekFlow, Taylor’s has strengthened prospective student engagement across speed, scale, and conversion.

Faster responses when student interest is highest

Average first response time dropped from 1 hour and 20 minutes to 17 minutes year-over-year, while overall reply rates increased from 71.5% to 79.3%.

Higher engagement without scaling headcount

Across 2025, the team managed more than 60,000 contacts and close to 36,000 conversations through a single platform. As conversation volumes grew, Taylor's was able to scale student engagement while maintaining service quality and responsiveness, without increasing headcount at the same pace.

4x higher Lead-to-Enrolment rate

Enquiries through SleekFlow’s conversational channels achieved an 11% Lead-to-Enrolment rate, compared to 2.7% across the university’s broader online lead base.

Technology should remove friction, not human connection. As part of our broader digital engagement strategy, SleekFlow enables us to automate routine interactions so our recruitment teams can focus on delivering personalised guidance that shapes a prospective student's decision-making journey.

Lee Ann June

Head of Digital Experience, Taylor's University

About Taylor's University

Taylor's University is the highest-ranked non-government-linked private university in Southeast Asia, ranked #272 in the QS World University Rankings 2027. This ranking places the university among the top 1% of global universities. Additionally, the university is ranked at No. 27 in Asia in the QS Asia University Rankings 2026 exercise. Taylor’s continues to play a strong role in developing Malaysia’s human resource capital, and boasts a 100,000-strong alumni, many of whom have become leaders in their respective fields.