Automating for empathy: how we streamlined workflows without losing the human touch

At SOL Edu & Migration, we believe the key is not choosing between automation and empathy – but designing systems that amplify both. As a trusted education and migration agency based in Australia, we support students through complex journeys involving course selection, visa processes, and post-graduation planning.

Over the past two years, we have invested in integrating CRM systems and developing a Student Portal to streamline our internal workflows, ensuring that our team can proactively address student needs while maintaining a personal touch.

Turning passive responses into proactive guidance

One of the core challenges for any education counsellor is shifting from a reactive, last-minute crisis manager to a proactive, trusted guide. Our Visa Reminder System is designed to do just that. Instead of simply alerting students about upcoming visa deadlines, it sends early notifications – 90 days and 30 days in advance – directly to advisors. This proactive approach empowers our advisors to reach out well before a critical deadline, allowing them to discuss long-term plans, visa options, and potential pathways.

This extra lead time transforms the counsellor-student relationship from one of “last-minute problem solver” to “strategic planner.” For example, an education counsellor who received a 90-day alert was able to reach out early, discuss further study options, potential visa pathways, and future career goals. This approach not only reduced stress but also created a stronger bond with the student, reinforcing the education counsellor’s role as a long-term partner, not just a crisis manager.

Personalised support through the student portal

Our Student Portal is not just a repository for documents. It provides a personalised, self-service experience for each student, offering customised payment plans and easy access to essential visa documents. This transparency reduces misunderstandings andempowers students to take control of their journey, while also giving advisors valuable context for more personalised conversations.

One of the core challenges for any education counsellor is shifting from a reactive, last-minute crisis manager to a proactive, trusted guide

For example, if a student is on a customised payment plan, the portal centralises this information, making it easier for advisors to stay informed and proactive in their support.

Keeping the connection alive – beyond the initial interaction

Our integrated CRM system doesn’t just support one-off interactions; it enables long-term relationship building. We continuously enhance our CRM capabilities to better support our advisors and ensure no potential student is overlooked.

New Inquiry Alerts make it easy for advisors to stay responsive, while follow-up options (three, six, or 12 months) keep them connected with students who may not be ready to enrol immediately but could become clients in the future.

Additionally, we are expanding our CRM features to include tools that help advisors track student progress, set personalised follow-up reminders, and access critical insights into each student’s journey. These enhancements ensure that every student receives timely, personalised support, turning early-stage inquiries into long-term relationships.

The human element in a digital world

Far from making our services impersonal, automation has enhanced our ability to stay connected at the right moments – when students need guidance, reassurance, or intervention. For instance, if a student is not immediately eligible or doesn’t meet the current criteria for Australian study, a “Sorry Email” is sent to acknowledge their interest and provide guidance for alternative pathways or future opportunities. This thoughtful touch ensures that even high-risk or lower probability leads remain part of our long-term relationship network, keeping the door open for future engagement as their circumstances evolve.

A call for balance in international education

As digital transformation accelerates across the international education sector, we believe that automation must be designed around student needs, not just operational convenience. Institutions and service providers should view technology as a tool to deepen engagement, not a substitute for empathy.At SOL Edu & Migration, our mission is to combine operational excellence with personal care – ensuring that every student we serve feels seen, heard, and empowered throughout their journey in Australia.

About the author: Debbie Hsieh is the marketing manager at SOL Edu & Migration, a leading education and migration agency based in Brisbane, Australia. With extensive experience in data-driven marketing and student experience design, she focuses on integrating digital tools with human-centred services to enhance outcomes for international students. Debbie is passionate about leveraging automation to create scalable yet personal support throughout the international education journey.

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