Great Learning is India’s largest professional learning company, with learners in more than 140 countries. It runs programmes in AI, data science, cloud, cyber security and leadership, built with universities including MIT, Johns Hopkins and Duke.
Its program managers speak with students and prospective learners on WhatsApp, each from their own number. Those conversations run from a first programme question all the way through to enrolment and the course itself.
Since every program manager worked from their own number, their team leads had no way into those conversations. They could not see what was being discussed with a student, how fast anyone was replying, or whether a message had gone unanswered altogether.
A prospective learner weighing up a programme can go quiet after one slow reply, and nobody at Great Learning would know which conversation had cooled or why.
There was no way to measure the team either. How long a program manager was online, how many messages they sent, how quickly they came back: none of it existed as a number anybody could look at.
Periskope brought Great Learning’s 250 numbers into one workspace, with managers working from a single view across the team.
Multi-number WhatsApp Inbox: All 250 program manager numbers connect to one workspace, so a manager opens any conversation without going through somebody’s phone.
Multi-agent WhatsApp Inbox: Program managers and team leads work in the same workspace, each with their own login and their own set of conversations.
Analytics: Reply speed, message volume and time online, tracked per program manager.
APIs and Webhooks: Great Learning pulls conversation data into its own systems.
A team lead opens any conversation directly, with no request for access and no waiting on an update.
“With over 250 program managers talking to 30K+ learners, we had zero insight into those conversations. Periskope gave us full visibility across messages, SLAs, and agent-level tracking, all in one place.”
Amit M., Product Manager, Great Learning
Analytics show each program manager’s reply speed and message volume, so a learner left waiting gets picked up before the silence turns into a lost enrolment.
Conversation data also flows into Great Learning’s own systems through the APIs, which puts student engagement alongside everything else the company tracks.
