Case Study: Hult boosts student engagement and streamlines applications with Twilio Flex

How hult increased engagement and improved its student application process with twilio

Hult, the world’s largest international business school with students from 140 countries, faced a fragmented global communications setup: ad hoc SMS, calling, and webchat tools (and even staff using personal phones) created manual work, unnecessary costs, and lost enrollment opportunities. VP of Technology John Prokos sought a single cloud-based multichannel solution to streamline outreach and improve conversions.

Hult chose Twilio Flex, built a conversational bot in a Twilio hackathon, and integrated channels (WhatsApp, Messenger, SMS, webchat, voice) with Salesforce for intelligent routing. The contact center went live in about a month, enabled uninterrupted remote operations during COVID, centralized analytics, and drove measurable results—higher WhatsApp engagement, improved SMS response via A/B testing, and a 30% rise in call answer rates—boosting applicant support and conversions globally.

Hult

Nikki Thomas

Senior Product Owner