Lumni offers student financing and career support across Colombia, Mexico, Chile, and Peru — but managing outreach across four countries on individual mobile phones made tracking, measuring, and following up nearly impossible. After moving to a fully remote model, the need for a centralized system became urgent. CloudTalk replaced the fragmented setup with a single platform, giving Lumni call tracking, real-time analytics, local numbers for international outreach, and full conversation history — cutting costs and improving student response rates in the process.
About Lumni
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.
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.
Problem
No System, No Visibility, No Way to Scale
For years, Lumni’s team relied on individual mobile phones to stay in touch with students. Every team member had their own device, so there was no shared record of calls or follow-ups. Each person had their own mobile plan — costly and difficult to manage. There were no metrics on call volume, response rates, or follow-ups, making it hard to optimize outreach. And many students in certain countries 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.
When Lumni moved to a fully remote model after the pandemic, the need for a virtual phone system became even more urgent.
Evaluation
One Platform to Replace the Chaos
Lumni needed a solution that could centralize all student interactions into one platform, reduce costs by replacing multiple mobile lines, provide call tracking and analytics to measure outreach effectiveness, and 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.
Solution
A Structured, Cost-Effective, Measurable System
CloudTalk changed the way Lumni communicates with students — bringing visibility, efficiency, and cost savings to their operations.
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.
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 on call costs.
With call recordings, the team can now review conversations and improve student engagement strategies.
With call recordings, we can review key conversations and understand student concerns better. It’s been essential for improving our outreach approach.
CloudTalk also gave Lumni a shared log — if a student calls back, any team member can pick up right where the last conversation ended.
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.
Reaching Students Across Borders
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.
Results
From Reactive Support to Proactive Engagement
With CloudTalk in place, Lumni now tracks every call made, missed, or returned — and uses that data to shift how they engage with students.
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.
Takeaway
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.
