Following the launch of the **Apply Assist** process, we can now utilise the Case Manager handshake process a lot more strategically and direct students to the appropriate Case Manager based on market and expertise.
Much of the same criteria is still applicable, however the process has changed (and is now a lot more simple!). We want to ensure that the prospects we are ‘handshaking’ are good quality prospects, who do not require an agent (as per IA’s SSVF Matrix), and have a high likelihood of converting with a CM’s support.
<aside> 🚨 REMEMBER: A Case Manager is not to be used as a means to ‘deflect’ a difficult customer. You can always follow standard escalation protocol and/or ask the opinion of the INTL Team for assistance if you are stuck with a tricky question/situation from a prospect.
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