The challenge
A one-on-one tutor marketplace serving classes 6-12 across CBSE, ICSE and state boards had built a 4,200-tutor supply pool but the matching team of 9 ops staff was the bottleneck. Parents waited 36-48 hours for a match. Session scheduling was a WhatsApp chaos between parent, tutor and ops. Tutor payouts ran weekly via manual reconciliation and tutors were churning over delayed money.
How we deployed
- Built a matching bot — captured grade, board, subject, schedule and tutor preferences in 8 questions on WhatsApp.
- Ranked top-5 tutors by subject expertise, schedule fit, parent rating and travel radius (or online availability).
- Auto-scheduled trial session via Zoom or Google Meet with 3-way confirmation — parent, tutor, ops.
- Set up recurring session calendar with auto-reminders T-24h to both sides; one-click reschedule.
- Processed session-completion payment via Razorpay split — instant tutor payout, marketplace commission held.
- Triggered parent satisfaction WhatsApp poll after every fifth session and routed low ratings to retention team.
What changed
- 14,000 active parent-tutor matches running concurrently — 3.3x previous capacity.
- Session GMV crossed Rs 6.4 crore in the first 6 months on the new flow.
- Ops load dropped 67% — six staff reallocated to tutor onboarding and quality.
- Tutor churn fell 39% with same-day Razorpay payouts replacing weekly reconciliation.
- Parent CSAT lifted to 4.6/5 from a baseline of 3.9.
"Our ops team used to be a WhatsApp call centre between parents and tutors. Now the marketplace actually runs itself and we hire for tutor quality."
— Co-Founder · Tutor Marketplace