British Management University (BMU) in Tashkent is a rapidly growing higher education institution offering undergraduate, postgraduate, and foundation programs. As Academic Registrar, Christian Capone oversees all student records, enrollment, assessment tracking, and compliance with academic service level agreements across multiple departments.
The Challenge: Paper-Based Admin Threatening a Growing Institution
Before implementing Process Street, BMU faced a critical operational challenge: rapid student growth with no systematic way to track essential academic workflows. With enrollment expanding from a few hundred students to over 1,000 and climbing, the university’s manual processes were breaking under pressure.
The absence of structured processes created multiple pain points: students couldn’t track their requests, departments couldn’t consistently meet service-level agreements, and administrators had no visibility into where bottlenecks occurred.
What were some of the obstacles that you were facing before you found Process Street?
“We didn’t have any system tracking our workflows. Everything lived in Excel. Even the most basic processes, like a student submitting a request and the right department responding, were handled manually. We have many departments involved in these requests and each one needed a clear path. With Process Street, every request type is mapped to the correct department automatically. The same goes for mark amendments or any academic issue that requires multiple approvals. Today we have about 25 to 30 workflows fully mapped and running, which has been a huge shift for the university.”
With critical academic workflows like transcript requests, mark amendments, program changes, and academic misconduct cases all handled manually, the university risked quality and compliance issues as enrollment continued to accelerate.
What tools were you using before Process Street?
“Some teams were using tools like Microsoft Forms, but everything still ended up in Excel to track requests. Most departments relied on paper forms. Students had to visit the academic support office in person, pick up a form for whatever they needed, like a transcript or any other document, and start the process manually. That was the standard way things worked before we moved to Process Street.”
The Solution: Centralized Workflow Management Across Five Academic Departments
Christian implemented Process Street as the university’s central workflow management system, mapping 25-30 essential academic processes across five key departments: Office of the Registrar, Student Academic Support, Accounting, Marketing and Admissions, and Assessment and Quality Control.
Each workflow was designed with conditional logic to route requests to the appropriate department based on request type. For example, when a student submits a transcript request, the workflow automatically routes to Accounting to verify no outstanding tuition fees exist, then proceeds to Christian’s office for issuance, and finally sends an automated email with the PDF transcript attached directly to the student.
The platform’s task assignment and deadline-tracking features enabled the university to maintain strict service-level agreements with students, such as responding to inquiries within 3 business days, while providing administrators with complete visibility into the status of each request at any given time.
Mark amendment workflows exemplify the multi-level approval capability. When a student disputes a grade, the request moves from the faculty member through the Dean and finally to the Registrar’s office, with each approval tracked and time-stamped. Academic misconduct cases follow similar structured paths through panel review, decision-making, and student communication.
Christian noted, “I can describe Process Street as a tool that is very convenient for mapping processes that require tracking with different owners during different phases, where we need to have specific cycle times. We’re checking deadlines, even interim deadlines. We have service-level agreements with students, and we must respond within 3 days or less. When you have all these processes to map, plus service level agreements, plus you need to check where an activity is stuck, Process Street is very convenient.”
The implementation leveraged Process Street’s conditional logic extensively to consolidate similar workflows. Rather than creating separate forms for undergraduate, postgraduate, and foundation program requests, Christian built unified workflows that adapt based on program selection, streamlining both student experience and administrative maintenance.
The Results: Scaling from 200 to 1,500 Students With Total Administrative Clarity
Process Street enabled BMU to manage exponential enrollment growth while maintaining service quality:
How has Process Street helped the university to grow?
“The university is still young, so everything began without any information system. With only a few hundred students, manual processes were manageable. But by the time I joined, enrollment had already grown to about 1,000 students. This year we’re at 1,500, and we’re expecting to reach around 2,300 next year. The pace of growth makes manual processes impossible to sustain, which is why we needed a system that could scale with us.”
Key Metrics:
- 25-30 workflows mapped and automated across five academic departments
- 1,500 current students managed through structured workflows (up from ~200 at the university’s founding)
- 650% enrollment growth supported without proportional administrative staff increases
- 53% year-over-year growth rate (from 1,000 to 1,500 students) maintained with consistent service quality
- 2,300 projected students for next academic year, growth made possible through scalable digital processes
- 100% digital transformation from paper-based forms to automated routing and tracking
- Consistent SLA adherence with three-day response time commitments is now trackable and enforceable
- Five departments integrated into a unified workflow system: Registrar, Student Academic Support, Accounting, Marketing/Admissions, and Assessment & Quality Control
Structured Workflows Enable a Young University to Scale with Confidence
By implementing Process Street as its operational backbone, British Management University in Tashkent transformed from a paper-dependent startup institution into a digitally mature university capable of managing 10x enrollment growth.
The platform’s combination of automated routing, conditional logic, deadline tracking, and bottleneck visibility gave Christian and his colleagues the structured, time-bound workflows they needed to honor service level agreements even as student numbers multiplied.
For rapidly growing educational institutions facing similar scaling challenges, Process Street provides a systematic approach that makes sustainable growth possible without sacrificing service quality or losing track of critical student-facing processes.
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Bring structure, automation, and visibility to every student-facing process with Process Street.
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The post How a Fast Growing University Ditched Paperwork and Scaled to 1,500 Students first appeared on Process Street | Compliance Operations Platform.
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