ACE Australia
Lead Intake & Visa Workflow Automation
ACE Australia supports people who want to live, study, and work in Australia, guiding users through enrollment and visa applications while supporting relocation needs. We implemented an operational backbone: standardized multi-channel lead intake, automated triage/routing, a case workflow tied to document checklists, and pipeline reporting so the team could reduce response time and prevent case slippage.
Quick Facts
Industry
Education services / migration-adjacent advisory
Scope
CRM + workflow automation + document checklist platform
Time to Build
9 weeks
Key Features & Technologies
Structured intake schema, routing rules engine, case/task workflow, document checklist and reminders, templated multilingual communication, stage conversion dashboards.
Results
Median first-response time reduced
~60%
Lead-to-consult conversion improved
~18%
Admin time per active case reduced
~25%
The Challenge
Their customer journey is multi-step and time-sensitive: consult -> program selection -> enrollment -> visa preparation -> relocation support. When intake and case handling run through inboxes and ad-hoc tracking, response times slip, key information fragments across channels, and staff spend most of the day chasing documents rather than progressing cases.
Our Process
We designed a unified intake schema, connected it to CRM objects, built routing rules, and implemented a workflow layer for documents and task progression. We then added SLA dashboards for first response, stage conversion, and document completeness, so leadership could identify leakage and fix it.
Why It Matters
In advisory services, speed and accuracy win. Slow response and messy document workflows push prospects to competitors and create reputational damage if outcomes slip.
Why They Chose Us
We can implement operational systems quickly without forcing an enterprise-scale software rollout.
"We went from 'busy' to 'in control' - we finally saw every case end-to-end."
— Operations Manager
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