Customer story

How Lumni Centralized Student Communication, Cut Costs, and Improved Engagement with CloudTalk

Name: How Lumni Centralized Student Communication, Cut Costs, and Improved Engagement with CloudTalk - CloudTalk
Brand: CloudTalk

Lumni isn’t a traditional call center — it’s a student-first organization that offers financing and career support across Latin America. But with teams operating in Colombia, Mexico, Chile, and Peru, staying in touch with students had become chaotic, costly, and nearly impossible to track. CloudTalk helped Lumni replace mobile chaos with a structured, centralized system, bringing visibility, consistency, and smarter engagement to every call.

What did Lumni achieve with CloudTalk?

Savings

on Call Costs

Unlocked

2 New Markets

Improved

Student Response Rates

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About Lumni: Supporting Students Beyond Financing

Lumni is a student financing organization with a mission that goes beyond loans. For over 22 years, it has helped students access higher education by offering innovative financing models, while also supporting them after graduation through employment connections and career guidance.

But as Lumni expanded into Colombia, Mexico, Chile, and Peru, managing student communication became increasingly complex. Their team needed a structured, scalable way to track interactions, follow up efficiently, and reduce communication costs.

We’re not a call center. We are a student-focused organization, but communication is essential to what we do. But before CloudTalk, it was hard to track conversations and follow-ups. We needed a system that could organize our outreach

Diana Ávila, Employment Program Lead, Lumni

The Challenge: No Centralized System, High Costs, and No Visibility

For years, Lumni’s team relied on individual mobile phones to stay in touch with students, which led to significant inefficiencies:

#1 No way to track conversations. Every team member had their own device, so there was no shared record of calls or follow-ups.

#2 High operational costs. Each team member had their own mobile plan, which was costly and difficult to manage.

#3 No performance visibility. They had no metrics on call volume, response rates, or follow-ups, making it hard to optimize outreach.

#4 Limited international communication. Many students ignored calls from foreign numbers or couldn’t be reached at all.

We were using personal cell phones, which made tracking and measuring our impact impossible. Calls weren’t logged, and we had no way of knowing how many students we were actually reaching.

Diana Ávila, Employment Program Lead, Lumni

When Lumni moved to a fully remote model after the pandemic, the need for a virtual phone system became even more urgent.

Finding the Right Solution: Why Lumni Chose CloudTalk

Lumni needed a solution that could:

✅ Centralize all student interactions into one platform.

✅ Reduce costs by replacing multiple mobile lines with a single system.

✅ Provide call tracking and analytics to measure outreach effectiveness.

✅ Support international communication while ensuring students actually picked up.

CloudTalk stood out immediately because it allowed us to centralize everything. Instead of scattered calls, we now had a structured system with clear tracking and reporting.

Diana Ávila, Employment Program Lead, Lumni

The Transformation: A Structured, Cost-Effective, and Measurable System

CloudTalk changed the way Lumni communicates with students—bringing visibility, efficiency, and cost savings to their operations.

1. Call Tracking and Real-Time Analytics

Before CloudTalk, Lumni had no visibility into its student outreach. Now, the team can track every call made, missed, or returned.

We had no way to measure student engagement before. Now, we can see everything in real time – who we’ve contacted, call duration, and follow-ups.

Diana Ávila, Employment Program Lead, Lumni

2. Cost Savings and Operational Efficiency

By switching from individual mobile plans to a single VoIP system, Lumni cut costs while improving outreach speed.

We no longer have to pay for separate mobile plans for each team member. CloudTalk consolidated everything into one system, helping us save over X% on call costs.

Diana Ávila, Employment Program Lead, Lumni

3. Smarter Outreach with Call Recording

Lumni’s team can now review conversations and improve student engagement strategies using CloudTalk’s call recording feature.

With call recordings, we can review key conversations and understand student concerns better. It’s been essential for improving our outreach approach.

Diana Ávila, Employment Program Lead, Lumni

4. Centralized Communication for a Remote Team

With CloudTalk, Lumni now has a single system where all student interactions are logged and accessible.

Now, we have a full record of every call. If a student calls back, any team member can pick up right where the last conversation ended.

Diana Ávila, Employment Program Lead, Lumni

5. International Reach Without Call Restrictions

Many students are in countries where foreign numbers are often blocked. CloudTalk provided localized numbers, making outreach smoother.

Before, students in some countries wouldn’t pick up because the number looked unfamiliar. With CloudTalk, we now use local numbers, and response rates have improved.

Diana Ávila, Employment Program Lead, Lumni

Looking Ahead: Expanding and Refining Communication

With CloudTalk in place, Lumni is already planning its next phase of improvements.

The team is working on leveraging call analytics to optimize outreach strategies, ensuring they proactively engage with students instead of reacting to missed calls.

Now that we can track conversations, we’re using data to improve the way we communicate. We’re shifting from reactive support to a proactive student engagement model.

Diana Ávila, Employment Program Lead, Lumni

The Bottom Line: A More Efficient, Scalable, and Cost-Effective Student Support System

Lumni’s move to CloudTalk wasn’t just a technology switch – it was a fundamental shift in how they engage with students. With a centralized, cost-effective system in place, they’ve improved communication, reduced inefficiencies, and set the foundation for long-term scalability.

CloudTalk didn’t just help us organize our calls—it changed how we think about student communication. Now, we’re reaching students more efficiently, tracking every interaction, and planning for the future.

Diana Ávila, Employment Program Lead, Lumni