Group report

Business Solution for School Explained Ltd

Report Commissioned By:

Mr Matthew Koster-Marcon

Managing Director

Learning Ladders and School Explained Ltd.

Report Written and Produced By: Nathan Chiverton, Izidor Talampoukas, Gediminas Ickys and Timothy Lam

Date of Report: 07/01/2015

ContentsExecutive Summary...............................................................................................................3

Description and Justification of Business Solution(s).......................................................4

Industry and Competitor Analysis........................................................................................6

Financial Plan, Necessary Funds and Sources of Funding...............................................8

Legal and Technical Issues...................................................................................................9

Appendices...........................................................................................................................12

Minutes...............................................................................................................................13

CRM Design.......................................................................................................................26

Executive SummaryThis report provides a proposed business solution for School Explained Ltd. It also provides analysis and information on how this proposed solution was reached, this work includes market and competitor analysis, and financial, legal, technical and organisational/staffing implications.

The solution shows that it is believe School Explained Ltd require an in-house built CRM system, with user profiling. Users being categorised in to: School, teacher, pupil, parent, operator and technician. Each profile will include fields which help keep in contact, view trends and statistics, all for the benefit of School Explained Ltd. Details of what functions and abilities this system could hold will explained throughout the report.The market and competitor analysis includes 6 companies: RM education, Classroom Monitor, Target Tracker, Explore Learning, Kumon and Reflex. Some useful information was gathered from this, which generated other ideas for the proposed CRM, including online chat (RM education), newsletter subscriptions (Kumon) and data collection (target tracker).

Legal issues have also been explored here. As will be explained data protection act will require School Explained to take precautionary steps in obtaining personal information from customers. This will affect how the information can be used and who can use it. It’s also explained how these steps can be taken.

Finally organisational and staffing issues have been pinpointed. This will be explained in more detail on page 8 of the report.

I hope by the end of the report you will agree with the proposed business solution and that it covers what you require.

Description and Justification of Business Solution(s)

Our business solution consists of five types of user profile for the CRM system. The five user types required are School, teacher, parent, pupil and class. Also included will be an operator profile and a technician profile, these profiles will be for staff only and will hold details such as their customer service record and ongoing tasks which need to be completed by them. Each of the user profiles will hold its own unique ID, and these profiles will link to one another via different fields.

The first user profile is ‘school’. This is the most important profile; the purpose of this profile is to hold school details such as billing history and performance. This information can be used to track information such as subscription end date and as contact details for the school. The school profile will hold fields such school type (Primary/Secondary), school address and contact email; name of headmaster and contact phone number. It will provide a drop down list of the classes within the school, and also provide a drop down list (which is searchable via the “search” option) with the pupil name and ID for the school. This profile will also give average grades through the school. It will also hold information such Billing history and subscription history.

Secondly there is a user profile for teachers. The purpose of this profile is to show to teacher performance and to use a source of advertising and good use of CRM. For example issuing newsletters to and keeping them engaged with the product. It will hold fields such as e-mail address, their class ID number, and their class performance.

Next there is a user profile for parent. The purpose of this is to keep the parent engaged with school explained via e-mail. The details we would hold for the parent are address, e-mail address, name of pupil (Son/daughter).

The user profile for pupil is primarily there for statistical purposes. This could be used to judge school and teacher performance. And also to store the school explained data, so that staff has instant access to it for any queries.

The final customer related profile is the class profile. This simply divides pupils in to groups and gives you opportunity to analyse pupil and teacher performance.

At the bottom of each user profile on the CRM system except user profile for pupil it will show the history of contacts and any important notes.There are 12 different types of business solution that relate to the CRM system for user profiling.

The first business solution is that the system would allow for verifying e-mail after first registration. This relates to the CRM. This will allow parent or teacher to verify their email by sending them a link. In this way fake accounts will be avoided.

Another important business solution for the CRM is an annual reminder to renew subscription (discount for returning customer). This system will allow the operator to call or e-mail the school to remind them about their subscription on the product. This information would be obtained from the billing history field in the school profile. The system will be able to identify and alert you when a subscription needs to be renewed.

The fourth business solution is a newsletter. This relates to the CRM, as teachers would be able to receive email about the school explained products. This will keep them

engaged with school explained. You can send out these newsletters via the e-mail address provided on the teacher’s profile. You will receive their e-mail address once they sign up for the product.

One of the business solutions for School Explained that relates to CRM is creating an Online pop up chat box on the website/system for queries; for example, online banking systems. This would allow the teacher and operator to communicate with any problem they are having with the system.

The sixth business solution is to Record conversation history (Online chat, e-mail or telephone calls) with customers - Can put frequently asked questions in the ‘help’ section on system and website and learn from mistakes. This would help answer queries more efficiently as you may have received similar queries before. This is to create a better customer service.

Another business solution is a direct debit to be set up for annual payment. This will allow the system to store all their history of direct debit on the user’s profile.

One other business solution is idle time of customer – track when pupil, teacher or parent hasn’t been on the system. The system would allow to track where a pupil, teachers or parent hasn’t been on the system to automatically send a reminder by email telling them they haven’t been on the system and there is new information posted on the system. This solution has both advantages and disadvantages for the system. The advantages are that the system would send out reminder emails to remind users they have assessment to complete etc. and will be able to keep customers interested in the system, but the disadvantage is that it may be annoying for the customer.

Industry and Competitor Analysis

We have carried out research into the company’s main competitors: RM education, Classroom Monitor, Explore learning and Target tracker. We have been looking at how they communicate with customers; what is the aim of the company, and for some of them we have found the price of the product. Also we tried to contact them with some questions, but we did not get any answers from the companies we have contacted. We are not sure why we received no answers; maybe this shows examples of slow and poor customer service by these competitors.

CapitaAlso we look at capita company which is the biggest company, we have looked at their financial story, where we can see the turnover is £1.066,320, cost of sales is £818,136, gross profit is £248,184 and profit for the year is £259,794. Also we look at the directors of the company G M Hurst, R J Shearer, M Bell, C H Rodgerson, C E Waters, V Gysin, S Sharp, A G Parker, M D Barnard, D Marriott-Sims, A N Greatorex, J Parkhouse, and P Hands (CompaniesHouse, 2014).Rm EducationOne of company we have analysed was RM Education. The cost of the product is £595.00 ex VAT and this includes, introducing programming and coding into the ICT curriculum. They provide many different types of services for example: total ICT support, support and services, Continuing Professional Development (CPD) and Consultancy. These services are all available through the purchase of software from them. Additionally, RM Education provides education services, such as School Improvement, Safeguarding and Classroom Engagement.RM Education communicates with customers by phone, chatting online, social media or feedback.The aim of this business is to deliver award winning education products and services that helps teachers to teach and learners to learn. This is achieved by developing engaging, inspiring solutions for the effective use of technology in education.We have found the information about the directors and finance, the directors: David Brooks, Greg Davidson, Philip Deakin, Paul Fletcher, Iain Mclntosh, Russell Powell, Edward Warwick so this is the company directors who is managing this company.The Financial of turnover is £207,183, cost of sales is £157,621, the gross profit is £49,562, profit from operations is £9,354 and profit for the year is £6,187 so this is the finance in 2013(CompaniesHouse, 2014).

Target TrackerThe company which is similar to School Explained. This business contacts customers using Social Media (Twitter and Facebook), by phone and email. There is no instant messaging service. They promise to get back to you with replies within 2 days.It’s also noted that if you want to contact them via email you have to fill a contact form, which gets you to enter details such as email address and school name.Their market target is Primary school pupils, high school pupils, further education students, teachers, schools and parents. For this company we have found prices for most of their products: Primary Target Track £529, EYFS Target Tracker £349, GSET £265, Test Analysis Suite (S&NTA) £199, Key Skills £249, School PM £159.

We also looked at Kumon Business Company. They offer programs for children to help grow their independent learning. Unlike learning ladders or school explained this is not software based, but they have study centres across 47 countries worldwide. The price of registration is £30 and then you pay £55 per month per child. The target market for this company is children and parents. But not teachers this time as schools aren't involved; this is for the child's individual learning.In relation to how they communicate with customers, again they use Social media (Twitter, Facebook, LinkedIn, amongst others). Moreover, you are able to subscribe to their newsletters. Obviously face-to-face communication is also involved, as the pupil and parent will attend the study centre. You can also contact them by telephone.Classroom Monitorprovides a system, which allows the monitoring of your children in the classroom and reports to parents on their progress. There is no price showing on the website, so I have sent them message regarding the cost of the system.Contact with them is by mobile phone and the form which is based on the website. You can ask for a demo version on the contact page where you need to enter all your details; for example, email, post code and other. The company do the seminars in particular places; for example, Excel in London. You can email them for support questions when the software is not working or you are having trouble.Explore Learning provide two types of systems: one of them is gizmoes, which provides help for students to develop their skills in maths and science. By gizmoes it provides the biggest library of interactive simulation for maths and science.Reflex is another software, which helps to monitor your students’ progress. It is easy to use and uses the games method, to make the user play again and learn more. There is also a function, which allows for children’s mathematical skills to be improved in the early years. There is also a demo version that allows teacher access for full management and for 5 children. Access is allowed in any place you like as long as you have device where you can use it.MumsnetFor this business we look at how they deal with their money in 31/12/2013, in fixed assets for tangible assets is £30,986 and for investments is £10,500, and current assets for debtors is £1,1606,359 and cash at bank and in hand is £1,582,481. The creditors: amounts falling due within one year is £1,019,077, net current assets (liabilities) is £2,169,763 and total net assets (liabilities) is £2,211,249, Shareholders’ funds is £2,211,249(CompaniesHouse, 2014).

Prime Principle LTDFor that company we also looked at financial story, the reason for that is after we can see how much different companies are making money, spend and invest, so this companie Fixed assets for tangible assets is £18,111 and invest is £36,518 so fixed assets together is £54,629. Current assets for debtors is £301,672 and for cash at bank and in hand is £186,489, provisions for deferred income is £532,944 and shareholders’ funds £128,486.(CompaniesHouse, 2014)

Companies House (2014) Available from:http://wck2.companieshouse.gov.uk//wcframe?name=accessCompanyInfo[Accessed 15th December 2014].

Financial Plan, Necessary Funds and Sources of FundingAbout the cost of the CRM we put it on a bidding process on the website getacoder. Getacoder outsource on web and software developers. The prices that were returned were on average £3174.61 and the average time for the completion of the project was 45 days. From our experience we know that although you can keep you project on budget it is very difficult to be completed on time. We estimate that time of completion will be around 4 months and probably there will be a lot of hassle. As far as we understand school explained has the ability to allocate this amount, so no further sources of funding like bank loan are required.

Legal and Technical IssuesLegal IssuesAs you will be using and keeping personal details of customers, legal aspects will need to be considered. The use of this information will also have to be permitted. The customer must sign or confirm that they authorise you to use their information. For example, as the customer fills in their details on your ‘sign up’ page, a tick box should be added, asking whether they wish to receive future newsletters via e-mails.Also on this page, details of the data protection act. The data protection act advises the following:(2014)Data Protection. Available: https://www.gov.uk/data-protection/the-data-protection-act. Last accessed 5th January 2015.“The Data Protection Act controls how your personal information is used by organisations, businesses or the government.Everyone responsible for using data has to follow strict rules called ‘data protection principles’. They must make sure the information is:◦ Used fairly and lawfully◦ Used for limited, specifically stated purposes◦ Used in a way that is adequate, relevant and not excessive◦ Accurate◦ Kept for no longer than is absolutely necessary◦ Handled according to people’s data protection rights◦ Kept safe and secure; not transferred outside the UK without adequate protection.“How you plan on using these personal details will need to be stated when the customer is signing up. They will need to authorize use of the information in the way intended. If you don’t follow these procedures, you could be breaching the Data Protection Act and could face prosecution.All staff that require access and are intending to use this information will need to sign a contract or form confirming they will use the information in compliance with the Data Protection Act, as shown above. This can be then be used against them if they ever breach data protection laws.All personal information should be kept in-house and not passed to any external parties. In the rare case that an external party may come into contact with this information, they will need to fill in the contract, which I stated above.

Technical Issues

As you will be dealing with this sensitive information security measures will have to be carried out. This is to prevent any hackers or malware infections gaining unlawful access to the information that you possess. As well as the gaining of unlawful access, your CRM system will need to backed up and protected against accidents(physical damage), theft and possible technical failures i.e. computer overload.

First of all, your system will need to be password protected; this is to prevent anyone who doesn’t have access, gaining access to the system. When the system is implemented in to school explained, you will be given user ID’s and passwords, for authorised personal. You will need to ensure only authorised people have these user ID’s and passwords, they must be kept secure. This is the simplest but most effective way of protecting your computer.

Secondly, we suggest that your CRM system is backed up. This is in case of physical damage, theft or computer malfunction. If you lose this data you will need a way of

getting it back. As this is sensitive information, the information will need to be backed up in a secure environment. To do this we recommend using a database backup service such as Ahsay backup software. This provides you with online, offline and cloud backup. To protect your database from any accidents or damage. This could also protect other documents you may possess from such damage.

Finally you’ll need ensure that your computer system is protected against viruses. You can purchase software packages for this, including: McAfee for business, Norton, Oracle or even Securesphere. These are easily purchasable online or in any PC store.

Staffing and Organisational Issues

As we are aware, you currently have a team of four members. As will be explained, the recommendation is that this team would need to be extended. The financial implications of this were mentioned in part four of this report, which I will recap.

As you have advised, you do not currently have an IT technician within your team. This is a position, which may need to be occupied. The IT technician will be required to maintain your CRM system; he will be there to solve or fix any bugs or issues that arise. Although a user guide will be provided with system, the IT technician will need to be fully trained on how to use the system to enable him to gain the best understanding possible. Also, all current members of staff will have to be trained on the system. This is something I believe is optional for you, if you believe that you have a current member of staff who could fulfil this role whilst undertaking their current role, you may not require this. But it is something to be considered.

We also recommend IT contractors will have to come in to create the system. As explained previously we have looked at an outsourcing company called getacoder. Even though it would be possible to create in-house, we believe it would be quicker with a maximum of two contractors for quicker production. This contractor will have to specialise in Software programming and may need previous experience in HR systems or something similar to the CRM system being produced. This could an estimated 4 months to produce, including testing of the product and any changes that have to be made.

We believe at least two months will need to be allocated to implement the software. In this time your members of staff will have to test the system, if bugs/errors are found when testing then further work will have to be carried out by the contractors. Please be advised that it is likely that in early stages, errors will be found in the system. This process will also give your employees a good understanding of how the system works. Any glitches, bugs or even anything you want to be amended can then be amended.

Appendices

Minutes

Team A – Minutes of team meeting (14/11/2014)

Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader), Gediminas Ickys, Timothy Lam

Meeting Purpose – Team Introduction

Discussions –

Write up team contract – agree on policies. This will be typed up and sent to each team member by Sunday 16th November, 8pm.

Agree on minute taker and team leader. Set tasks for next meeting (Wednesday 19 th November)

Tasks for next meeting – Wednesday 19th November, 2pm outside Nelson Haden Lecture Theatre.

Nathan – Type up team contract, to be completed by Sunday 16 th November, 8pm.

Izidor – Research on shared platform for documents. Whole team – Research case study and write summary, to be completed by Saturday 15 th

November, 8pm. Research on CRM and write summary, to be completed by Sunday 16 th

November, 8pm. Make a profile on schoolexplained.co.uk and learnigladders, to be completed

by Wednesday 19th November, 2pm

Agenda for meeting on Wednesday 19th November:

To draft a plan for a project Agree on platform for sharing documents, based on Izidors research. Brainstorm – Collation of research on case study and CRM. Discuss possible

solutions and ideas.

Next Meeting - Wednesday 19th November

Team A - Minutes of team meeting (19/11/2014)


Meeting Purpose – To Brainstorm on completed tasks (What is CRM and what is Learning Ladders)

Discussions –

What details our CRM would contain - We agreed we’d need information such as address details, school name, e-mail addresses, telephone numbers.

We then discussed the link between school, teacher, parent and pupil - and how they should have their own ID numbers for their own profiles.

We Agreed on Google Docs as our shared communication site

Tasks for next meeting – Friday 21st November, 2pm outside Nelson Haden Lecture Theatre.

Everyone to attend the learning/school explained presentation on Thursday 20th November, to gain a better understanding of the company.


To brainstorm more CRM solutions for the project.

Next Meeting - Friday 21st November

Team A - Minutes of team meeting (21/11/2014)


Meeting Purpose – To Brainstorm CRM ideas as we now should have gained an understanding from the presentation.

Discussions –

We discussed what school explained wanted from our product. For example they didn’t want to pay for a typical CRM service as you pay for this monthly.

We also discussed how user profiling could be used.Tasks for next meeting – Friday 21st November, 2pm outside Nelson Haden Lecture Theatre.

Each member to open an account with a CRM company, to see what they offer. As this research could help with our project.


To brainstorm more CRM solutions for the project.

Next Meeting - Wednesday 26th November


Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader), Timothy Lam

Absent - Gediminas Ickys

Meeting Purpose – Brainstorm CRM business solution for project

Discussions –

We noted several potential business solutions (milestone 2); these can be seen on our google docs page under “Business opportunities”. For example: the use of online chat, to improve communication with the customer.

Tasks for next meeting – Friday 28th November, 2pm outside Nelson Haden Lecture Theatre.

Whole team - Find 2 examples of effective CRM methods used by businesses and brainstorm 4 business solution of our own. Each team member must submit the above on to google docs.


To establish good solutions and why. (From business opportunities) Set tasks for milestone 3 - market and competitor analysis

Next Meeting - Friday 28th November



Meeting Purpose – To agree on good solutions and CRM opportunities.

Discussions –

· We all identified what we had found in our research (2 examples of effective CRM strategies used by businesses) and discussed how we could relate this to School Explained.

Brainstormed further solutions and CRM opportunities, this was based on our finding from the tasks from the previous meeting.

More ideas were added to ‘business opportunities’, for example: To track the idle time of customers, alert emails could be sent to customers, so that they use the system.

Tasks for next meeting – Wednesday 3rd December, 2pm outside Nelson Haden Lecture Theatre.

· For each team member to state which business opportunities they believed to go ahead with, which ones we thought were suitable for school explained.

· The suitable business opportunities were to be marked in green and the unsuitable were red.

Agenda for meeting on Wednesday 3rd December:

Start analysis of market and competitors.

Next Meeting - Wednesday 3rd December



Meeting Purpose – To discuss market and competitor analysis.

Discussions –

We encountered problems with Gediminas’ google docs account, as he couldn’t access our files. The meeting was largely taken over by this, and we finally managed to fix the issue.

We noted that to analyse the companies/market we would all have to two a couple of competitors each and answer the following 5 questions:

1) What products do they have and how much they charge?2) Make an a account (if necessary)3) What way do they have of communicating?4) Ask them a question to see how they will respond.5) What is their primary market?Tasks for next meeting – Friday 5th December, 2pm outside Nelson Haden Lecture Theatre.

Analyse your chosen companies and answer the questions stated above.

Nathan: Capita (SIMS) and KumonTimothy: RM EducationGediminas: Classroom monitor and Explore learningIzidor: Target Tracker, Momsnet and companies house for each company.Agenda for meeting on Friday 5th December:

· To discuss what was found by competitor analysis

· To start the design of the CRM.

Next Meeting - Friday 5th December



Meeting Purpose – To continue the development of the CRM design.

Discussions –

We noted all of the profiles, which would be required: Pupil, parent, teacher, school, technician, and operator.

We added fields into these profiles. Examples of these profiles can be found on our google docs page. Fields include: Addresses, contact numbers, school name etc.

Tasks for next meeting – Tuesday 9th December, 2pm outside Nelson Haden Lecture Theatre.

· Gediminas – Design and print out example of CRM profile, this is to be uploaded to google docs.

· Brainstorm and jot down ideas for the CRM. What other profiles need to be on the system? What fields are to be in these profiles?

Agenda for meeting on Tuesday 9th December:

Continue design of CRM

Next Meeting – Wednesday 10th December




Discussions –

We continued to draft out the CRM design. We created link between the different profiles, for example School to teacher. We decided the fields which went under each profile as well.

Gediminas presented his idea of what the CRM profile would look like when designed, this can be found on google docs.

Timothy introduced the idea that we could have a profile for an operator, this way we could track their communications history.

Izidor introduced the idea of a profile for newsletters. This profile would hold all newsletters and alerts which could be sent to customers via e-mail.

Tasks for next meeting – Thursday 11th December, 2pm outside Nelson Haden Lecture Theatre.

To brainstorm more ideas for the CRM, this was just to get you thinking about any ideas even when not in meetings.

Agenda for meeting on Thursday 11th December:

Continue design of CRM

Next Meeting – Thursday 11th December




Discussions –

We continued to draft out the CRM design.

This meeting we started work on the profiles for newsletter, operator and technician. We determined how these could integrate in to the system for the benefit of the customers. For example: We stated that the newsletter profile could be a place for all newsletters and alerts to be stored and when required they could be e-mailed to certain groups or individual e-mail addresses.

We added fields to each of these profiles, which can be viewed in the appendices of our report.

Tasks for next meeting – Friday 12th December, 2pm outside Nelson Haden Lecture Theatre.

Research and decide which part of the report each team member will complete. Dividing the report up will make it an easier and quicker process.

Agenda for meeting on Friday 12th December:

Start research for the report and start planning what will be included in the report.

Next Meeting – Thursday 12th December


Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys

Meeting Purpose – To determine who was covering which part of the report and to finalise CRM design.

Discussions –

· We finalised the CRM and all agreed that this included everything required, we could now move on to planning and writing the report.

· We decided that Timothy was going to write ‘business solutions’, Nathan was going to write ‘Staffing and organisational issues’ & ‘Legal and technical issues’, Gediminas was going to write ‘Market and industry analysis’ and Izidor was going to write ‘Financial planning’.

· We continued to work individually during this meeting, all carrying out research on the relevant topic for the report.

Tasks for next meeting – Tuesday 6th January, 2pm outside Nelson Haden Lecture Theatre.

Complete the relevant part of the report.

Agenda for meeting on Tuesday 6th January:

Review report progress

Make any changes to the report, which are required.

Next Meeting – Tuesday 6th January


Present – Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys

Absent - Nathan Chiverton (Minute taker) – apologies, Nathan was ill for this meeting.

Meeting Purpose – To review progress on report

Discussions –

· Everyone had completed their part of the report, but we agreed it had to be improved.

· Timothy needed to add more information about user profiling to his part of the report.

· Also, Nathan needed to write up all of the minutes, from all of the meetings.

· We continued to improve the report, focusing on our individual parts.

Tasks for next meeting – Wednesday 7 th January 2015, 2pm outside Nelson Haden Lecture Theatre.

Complete report and start on presentation.

Agenda for meeting on Wednesday 7th January 2015:

Start creating the presentation.

Next Meeting – Wednesday 7th January 2015


Present – Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys

Absent - Nathan Chiverton (Minute taker) – apologies, Nathan was ill for this meeting.

Meeting Purpose – To complete report and start creating the presentation.

Discussions –

· Everyone had completed their part of the report. The report just needed to be put together, with contents, appendices and title page.

· We proceeded to update our blogs/e-portfolios as this had to completed before the deadline of midnight 8th January.

· We also started producing our presentation.

Tasks for next meeting –Thursday 8th January 2015, 2pm outside Nelson Haden Lecture Theatre.

Continue presentation and have a final draft for the report, ready to be submitted.

Agenda for meeting on Wednesday 8th January 2015:

Continue creation of presentation.

Next Meeting – Wednesday 8th January 2015


Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys

Meeting Purpose – Finalise and submit report. Finalise presentation.

Discussions –

· Report was now completed and ready to submit

· Progress was being made on presentation; we also decided who was to contribute to which part of the presentation.

· This was our final meeting and everything had to be completed.

CRM DesignIn the homepage a name and a password will be required. The name and password and their level of privilege will be generated in MySQL

After the user is successfully logged in, the main interface will appear. This will consist of 2 lines of navigation. On first line there will be a button of the homepage, a forward and backward button, a simple search, a minimise, restore down and close button. The second line will consist a school, a teacher, a pupil, a parent, a leads, a newsletter, operator and IT team button. Also there will be an instant messenger. We have decide that the messenger will not be pop-up because it will not be user friendly and can hide information from the operator. These 2 lines of navigation and the messenger will appear everywhere in the CRM

On the homepage button a window of comprehensive search will appear. The forward, backward, minimise, restore down and close buttons are self explained. The simple search button will return results that are matching anything in the list i.e. if you search for “than”

will at least return names that are like Jonathan, Nathan. A comprehensive search will be similar to a simple one but words on different section will have to match.

If you do a simple search or a comprehensive one results will appear like this and by clicking on the ID you will be able to go to their profile.

2)On the school section the user can see which product the school is using e.g. learning ladders, school explained, when the licence has started and when it will end. Where will be a button for manual payments, a button where the operator can refer a case to the I.T team. There will also a tick button if the school wants to receive reminders 4, 3, 2 and 1 week before there subscription ends. We think that the company will have to respect if a client wants to opt out. Also there will be a tick button if the school wants to receive monthly notification for there performance. This will be generated from the overall performance of all schools that have learning ladders and and will show of the school belongs to the top 10% bottom 30% etc. The user will be able to see the ID number of the school, name, type, address, town/city, postcode, county, email, telephone, number of pupils and name of headteacher. The user will be able to register new school by generating and ID number and filing name, address etc. and in the end clicking save. Also the user will be able to see the classes that the school has and for each class the pupils. There will be also a section where he will be able to see the performance of the school, the performance of each class and each pupil. There will be a button where you will able to see all the history of the contacts that this school made with the company. Also a bill button where all the bills will be located and a important notes button which will be red in colour if important notes are stored.

In case there is a significant technical issue with the school the operator will be able to refer it to the IT team by clicking on the refer to IT button. An unique reference number will be generated and the operator will have have to fill a description of the problem. Ones she register the issue that will autocratically go on the schedule of the IT team.

About the manual payment there will be instances that this will be required. Ones the payment is made a bill will be sent to the school's email and on the bill section of the CRM.

About the Teacher, Pupil and Parent section on the CRM same thinks apply as on School section

About the leads we think that manual action will required to find important leads that's why we have dedicated a whole section in the CRM. The operator will be able to target potential

clients by typing for example in the email section “.edu” and a list of leads that have in their email the word .edu will appear. Then by clicking on them will able to send an email or even a SMS to them.

There will be a Newsletter section where the operator can send newsletter to everyone if he clicks

All or he can chose to send only to all schools, only to all leads etc. Also he can chose to send only to particular schools in a particular county by clicking on school County and write the county that the schools are in etc.

Each operator will have an ID number. On the CRM the operator will be able to see his performance by day and by week. Also there will be tasks that he will have to complete. When the task is completed will be moved to “Done” section. If and email is received it will go autocratically to the “To do” section. If the company has more than 1 operators the tasks will be allocated randomly

Date post:	06-Jan-2017
Category:	Documents
Upload:	timothy-adrian-lam
View:	261 times
Download:	1 times

Group report

Documents