{"id":18635,"date":"2026-11-04T05:36:46","date_gmt":"2026-11-04T05:36:46","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=18635"},"modified":"2026-11-04T05:36:47","modified_gmt":"2026-11-04T05:36:47","slug":"coaching-institutes-student-experience-benchmark-allen-career-institute","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/coaching-institutes-student-experience-benchmark-allen-career-institute\/","title":{"rendered":"Your Competition Isn&#8217;t Another Institute: The New Standard in Indian Education"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">India&#8217;s best coaching institutes are built on a promise: if you work hard enough, we will get you there. For decades, that promise was delivered through great faculty, rigorous curriculum, and deep familiarity with the exams that shape a student&#8217;s future, and the competition was defined by who delivered it best. <a href=\"https:\/\/www.salesforce.com\/in\/the-great-india-industry-podcast\/allen-career-institute-student-engagement-ai-coaching-india\/\">In a recent episode of the Great India Industry Transformation podcast<\/a>, Rishabh Chhajer, VP of IT and Cybersecurity at Allen Career Institute, and Harish Venkatachalam, Regional VP Sales at Salesforce India, explored how that frame is shifting. The headline insight: students are no longer benchmarking institutes against each other. They are comparing their experience with the best digital experiences they have encountered elsewhere \u2014 often in industries that have nothing to do with education.<\/p>\n\n\n\n<h3 id=\"h-the-benchmark-the-coaching-sector-did-not-set\" class=\"wp-block-heading\">The Benchmark the Coaching Sector Did Not Set<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The new benchmark is not set by exam results or faculty credentials. It is set by speed, relevance, and context: the standard that e-commerce, banking, and consumer apps have established for how any interaction should feel. Students today expect to know where they are in a process, to not repeat information they have already shared, and to receive communication that is relevant to them specifically rather than broadcast to everyone at once.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The student who has just received an instant, contextually aware response from their bank arrives at an admissions inquiry and wonders why the institute cannot tell them where they are in the enrollment process, or why the counsellor is asking for information they provided last week. Meeting this expectation does not replace academic excellence. It is what earns the trust that allows the academic relationship to begin.<\/p>\n\n\n\n<h3 id=\"h-why-manpower-alone-cannot-close-the-gap\" class=\"wp-block-heading\">Why Manpower Alone Cannot Close the Gap<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Allen Career Institute operates across 350-plus centres and receives millions of inquiries annually. At that scale, the operational implications were significant: counsellors managing hundreds of manual follow-ups, response times varying across centres, and student data scattered across systems that no single person can see in full. The experience a student gets in Jaipur was not guaranteed to match the experience they get in Pune.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">For many institutions, the instinct has been to address this with more people: more counsellors, more shifts, more outreach calls. Allen&#8217;s answer was different. Rather than scaling the manual model, the institute built the technology infrastructure to respond intelligently at scale. Venkatachalam explains the principle: &#8220;The scale at which we&#8217;re trying to solve the problem is not going to be solved by manpower; a combination of AI agents and counsellors is going to make a better result.&#8221;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It is also worth keeping in mind who is at the other end of these interactions. Many students reaching out to coaching institutes are navigating the most pressured periods of their academic lives. A student who abandons an online application late at night because no one was available to help them out is not just a missed enrollment but a young person under real pressure who felt unsupported at a moment that mattered. Responsiveness, for them, is not a service metric. It is an act of care.<\/p>\n\n\n\n<h3 id=\"h-what-the-right-infrastructure-actually-changes\" class=\"wp-block-heading\">What the Right Infrastructure Actually Changes<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Allen&#8217;s transformation illustrates what this looks like when the full student journey is connected \u2014 not just individual steps digitised, but every stage made coherent so that the right person has the right information at the right moment.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">At the inquiry stage, <a href=\"https:\/\/www.salesforce.com\/agentforce\/\">Agentforce<\/a> \u2014 Salesforce&#8217;s AI agent platform \u2014 allows AI agents to engage students the moment they arrive on a course page, qualify their interest, and guide them through the application without a counsellor needing to be available. When the conversation requires nuance, the handoff to a human happens with full context intact. For the student, this means no repeated questions and no loss of continuity when moving from an AI interaction to a human counsellor.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Across the enrollment cycle, <a href=\"https:\/\/www.salesforce.com\/marketing\/\">Marketing Cloud<\/a> automates communication that follows a student&#8217;s actual progress rather than a generic campaign schedule \u2014 a parent who has not completed a form receives a relevant nudge, and a student preparing for an exam receives content based on their mock test performance, not a broadcast message.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The data powering all of this comes from <a href=\"https:\/\/www.salesforce.com\/products\/data-cloud\/\">Data 360<\/a>, which acts as a single source of truth across every system a coaching institution operates, be it admissions, LMS, telephony, CRM, pulling structured and unstructured data into one unified student profile available to every counsellor at every centre. <a href=\"https:\/\/www.salesforce.com\/education\/\">Salesforce for Education<\/a> provides the connected platform on which this sits, combining student lifecycle management, admissions workflows, counselling history, and communication tools in one system purpose-built for education institutions. <a href=\"https:\/\/slack.com\/\">Slack<\/a> connects faculty, counselling, marketing, and operations so that institutional knowledge that used to sit with one person is available to the whole team in real time.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Together, these capabilities change what the experience actually feels like: a student who inquires late at night gets a response; a parent who calls any centre reaches a counsellor with full history already in front of them; an abandoned application receives a timely, relevant follow-up. The institution does not just respond faster. It responds with context.<\/p>\n\n\n\n<h3 id=\"h-the-human-judgment-that-technology-cannot-replace\" class=\"wp-block-heading\">The Human Judgment That Technology Cannot Replace<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">None of this removes the counsellor from the equation. It returns them to it. Career guidance at a coaching institute is not a query-resolution task. It is a judgment call that requires understanding a student&#8217;s academic profile, their aspirations, their family&#8217;s expectations, and the realistic paths ahead of them. Chhajer is direct about where the line sits: &#8220;When it comes to career path counseling, students need human touch, human empathy, experience, and judgment which cannot be replaced by AI.&#8221;&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The institutions that will lead Indian education over the next decade are not those that automate the most. They are those that use technology to ensure every human conversation is informed, contextual, and unhurried enough to actually deliver on the guidance the student came for. Every use case described above: AI-powered inquiry handling, automated communication journeys, unified student profiles, real-time team collaboration, frees counsellors to spend less time searching for information and chasing manual follow-ups, and more time on the judgment, empathy, and career guidance that no platform can replicate.&nbsp;<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">To hear how Allen Career Institute is building this student engagement infrastructure in practice, including the platform decisions, the AI roadmap, and what consistency across 350-plus centres actually requires, <a href=\"https:\/\/www.salesforce.com\/in\/the-great-india-industry-podcast\/allen-career-institute-student-engagement-ai-coaching-india\/\">watch the Great India Industry Transformation podcast episode<\/a> featuring Rishabh Chhajer, VP of IT and Cybersecurity at Allen Career Institute, and Harish Venkatachalam, Regional VP Sales at Salesforce India.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>India\u2019s coaching students now benchmark their experience against Amazon and banking apps, not rival institutes. Here is what leading institutions are doing to close the gap.<\/p>\n","protected":false},"author":736,"featured_media":18636,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"6ae9ac12157c108a538d7dae","post_meta_title":"","ai_synopsis":"","_sf_experience":"","_jetpack_feature_clip_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[],"sf_content_type":[],"coauthors":[554],"class_list":["post-18635","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.2 (Yoast SEO v28.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Your Competition Isn&#039;t Another Institute: The New Standard in Indian Education - Salesforce<\/title>\n<meta name=\"description\" content=\"India\u2019s coaching students now benchmark their experience against Amazon and banking apps, not rival institutes. 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