An applicant visits at 11pm, unsure whether a course takes mature students. The admissions agent answers from the information you approved, asks what they hope to study and offers an interview slot. The record is created, and your admissions team opens the day with a short note rather than an unanswered inbox. Later, the enrolment CRM agent notices a missing reference and reminds the applicant. When the offer is accepted, the helpdesk agent can handle the first-week questions.
Tours and interviews are a good first workflow because the steps are clear: offer a slot, confirm it, remind the applicant and tell the right staff member. Once that runs smoothly, document chasing and week-one support can follow, each added only when your team is comfortable with the last.
Admissions officers make the decisions, and agents keep the process moving between those decisions. That division is written into the blueprint, so nobody wonders who approved what. Officers read applications and decide on offers, while the agents handle enquiries, reminders and records. Anything unusual is passed on with a summary so the officer does not start cold.
Pick two or three measures you already track, such as enquiries answered outside office hours, applications completed after a reminder and week-one queue length at student services. Compare them before and after the pilot, and expect some seasonality. This approach is not suited to a very small intake where a person already knows every applicant by name. It fits best where volume or timing makes personal follow-up hard.