An enquiry is placed by:
- Accessing the Woodlands ELC website and clicking 'enquire now'.
OR
- Accessing our Enquiry Form from a centre iPad if the family are visiting as a walk in.
Once the enquiry form is complete the enquiry will appear in the stage of HubSpot.
The family will be redirected to book a campus tour.
If a campus tour is booked it will appear in Calendly as below:
If an enquiry form is completed and the family have not booked a campus tour within 24 hours the Enrolment Success Team will contact the family.
Other Scenarios:
- The family is an exisiting family enrolling an additional child and doesn't require a tour.
Solution - please make a note to specify the enquiry is an existing family and move this family through each stage of HubSpot up until the 'send enrolment form' stage. Please don't forget to send our online enrolment forms. Each child will require a seperate enrolment form.
- The family is a return family wanting to re-enrol.
Solution - please ask the family to complete an enquiry form. If the family requires another tour they can book in a tour. The enquiry will then move to 'booked campus tour'. Once the tour is complete please move the enquiry through each stage until the 'send enrolment forms' stage. However please don't send the family new enrolment forms, you can use and update the previous enrolment. Please ask the family to dis-regard any automated messages that they may receive and encourage the family to book in orientation. Once a family has booked in orientation the enquiry should automatically move to the orientation stage.
- The family isn't ready to book in a tour.
Solution - make a note of any potential reasons why and the Enrolment Success Team will continue to contact the family. The enrolment success team will make regular phone calls and/or emails until the enquiry either converts to a 'booked campus tour' or is moved to 'lost'.
- The family would prefer an online campus tour. If this is the case it will appear in Calendly as:
Any family who requires an online tour must be contacted within 24 hours to assist with booking in an online tour if the family haven't already done so themselves.
Once a tour is booked it will move to the stage.
*** If you notice that a family has booked in a campus tour and the enquiry has not moved to the 'booked campus tour' stage please manually move this enquiry. ***
A family enquiry should remain in this stage until a tour is complete.
Once a tour is booked there are two scenarios:
- The family attends the tour.
When a tour is complete the family must be sent our online enrolment forms and moved to the stage. The family will also receive an automated message to alert them that our enrolment forms have been sent.
Potential Outcomes:
- The family is happy and ready to enrol ASAP.
The family will complete our online enrolment forms and the campus should receive an enrolment confirmation email. This will usually look at below:
- The family cancels the tour or is a no show.
Most families will give the campus a call to cancel a tour. If a family gives you a call to cancel a booked tour please try to encourage the family to reschedule to a better suited day and time. If the family is unsure of when they would like to re-book a tour, please move the enquiry back to the 'enquiry received' stage.
If a family is a no show, please contact the family by phone 5mins after the initial appointment time. The family may simply be running late or had forgotten about the appointment and may need to be rescheduled.
*** If a minimum of 5 phone call attempts and 3-5 text message and/or emails have been sent to try and re-book a family in for a tour have been unsuccessful please let the Enrolment Success Team know and they will take over contact until the enquiry either converts to a 'booked campus tour' or is moved to 'lost'.
After the completion of ALL campus tours it is vital that ALL families are followed up with and given the opportunity to ask any additional questions and/or provide any feedback. ALL families should be followed up with via phone call FIRST within 48 hours after the completion of a tour. If you are unable to successfully get in contact with the family, please send them an email. An example of this is below:
Once our online enrolment forms have been completed the enquiry can be moved to . Most families will then automatically proceed to book in some orientation using the orientation link. Once a family has booked in orientation the enquiry should automatically move to child orientation however if you notice that the enquiry hasn't moved please manually move this.
An example of a child orientation booking in Calendly is below:
Orientation should be booked within 2 weeks of an intended start date. It is encouraged that each family attend two orientation sessions in order for all administration tasks to be complete as well as support the first steps for settling in their child/ren into a new environment.
The 'pending list' stage of HubSpot should only be used for these 2 reasons below:
If a family have completed the online enrolment forms however are looking for a start date of +3 months in advance, please move the enquiry to the and include any relevant start date information in a note. Set yourself a reminder or task to follow up with any enquiry in the pending list 1 month out from an intended start date.
If the enquiry is in the pending list due to 'campus booking limitations' these are external families which should be offered vacancies as these arise. You can always apply an advanced filter to locate enquiries that are for a specific age if your pending list is lengthy.
Once orientation is complete the enquiry can then be manually moved to providing that these tasks are complete:
An enquiry cannot be moved to the 'enrolment confirmed and finalised' stage unless a family has completed the government enrolment (RA/CWA) etc, added direct debit details + completed the parent partnership Airtable form.
If a family has lodged a CCS claim and is awaiting for this to be approved, please make a detailed note of this and regularly follow up with the family on progress updates. Once the CCS claim has been approved the family can add in direct debit details.
When all of these tasks have been complete the enquiry can be moved to .
Potential Troubleshooting:
Please take note of these links, you will find them on the lefthand side towards the bottom of an enquiry. If you notice that there is a link missing you will need to update the campus details to refresh the most current information by clicking 'update campus details'. The links should then appear in any templated email you are trying to send.