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Abhipsa Mishra

21 Jan 2025

Leverage Edu transforms customer communication with Truecaller for Business.

Case Study

A little bit of history.

Founded in 2017, Leverage Edu was established with a mission to democratize access to quality education and empower students to make informed decisions about their higher education and career paths. With its advanced AI-driven platform, Leverage Edu connects students with expert counselors, helping them navigate the complexities of studying abroad, securing education loans, finding accommodation, and more.

Over the years, Leverage Edu has emerged as a trusted partner for students aspiring to study in prestigious institutions worldwide. Its focus on personalized guidance, robust technology, and customer-centric solutions has made it one of the most preferred platforms in the global education consulting space.


Leverage Edu’s student-first approach


Leverage Edu operates with a student-centric model that emphasizes building trust and providing transparent, seamless communication at every touchpoint. The organization believes that establishing trust is critical when dealing with life-altering decisions such as studying abroad or securing loans.


Data-driven operations for the digital age


Leverage Edu has harnessed the power of data and technology to scale its operations. As more students turn to online platforms for their educational needs, Leverage Edu has focused on creating an accessible and trustworthy platform. By offering real-time support, transparent communication, and personalized advice, the company has set new standards for the student advisory process.


Excellence in customer experience


Every step of the Leverage Edu journey is designed to maximize value for its students. The team offers round-the-clock support to address queries about universities, courses, visas, and loans. Leverage Edu also prioritizes transparency, ensuring students have all the information they need to make confident decisions.


 

The challenges: Addressing trust gaps in communication


Leverage Edu, which relies on high-touch communication, building trust through phone interactions is vital. However, the team faced significant challenges:


  1. Lack of brand identification:

    Students often missed calls or ignored them because they couldn’t differentiate genuine calls from scam or fraudulent ones. Calls from Leverage Edu were lost in the clutter of unverified numbers.

  2. Calling efficiency challenges:

    Students often hesitated to answer calls when the purpose of the call was unclear, leading to significant inefficiencies in communication. This lack of clarity caused missed opportunities to engage with students effectively and limited the ability to provide timely support and guidance. 

  3. Operational inefficiencies:

    Without insights into customer behavior—such as whether a missed call was intentional or accidental—the team couldn’t effectively optimize follow-ups or improve their outreach strategy.

But what was hampering Leverage Edu’s customer experience? While striving to provide exceptional customer experiences, Leverage Edu encountered several challenges:

  • Building trust with customers: Their calls were often lost in the clutter of unverified numbers, leading to lower trust and engagement.

  • Improving calling efficiency: Many calls went unanswered because students couldn’t identify the caller or the reason for the call.

  • Enhancing brand visibility: Without a clear brand presence during voice interactions, they faced difficulty reinforcing their identity and credibility.


How does Truecaller Verified Business Caller ID make Leverage Edu’s customer communication seamless and experiential?


When evaluating solutions, Leverage Edu prioritized the following features and capabilities to address these challenges:


  1. Reliability and trustworthiness: A platform that could ensure their calls were recognized and trusted.

  2. Ease of integration: A seamless and efficient onboarding process.

  3. Brand visibility and recognition: Enhanced visibility during customer interactions to reinforce their identity.

  4. Analytics and insights: Data-driven capabilities to track and improve communication.

  5. Customer-centric design: Tools tailored to enhance the customer experience.


The results: Building trust and driving engagement


Truecaller’s Verified Business Caller ID and associated features delivered remarkable results for Leverage Edu:


  • 30% increase in calling efficiency:Students were more willing to engage with calls when they saw the verified badge and understood the reason for the call upfront.

  • Enhanced trust and brand visibility:The verified badge and business profile reinforced Leverage Edu’s credibility, making it easier to establish trust with new and existing students.

  • Operational efficiency:Insights from the analytics dashboard enabled the team to focus on high-value follow-ups, improving their overall efficiency and effectiveness.



By leveraging Truecaller’s Customer Experience Solutions, Leverage Edu has transformed its communication approach, ensuring trust, transparency, and efficiency at every touchpoint. As they continue to guide students towards achieving their dreams, Truecaller remains an integral part of their strategy to build meaningful and trusted customer relationships.





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