CLIENT INFORMATION
IQ Consultancy helps students enroll in educational institutions around the world, go to language programs abroad, and master foreign languages for work and communication.
The company's representatives are located in Russia, Great Britain, the Czech Republic and Turkey. The central office of IQ Consultancy is located in St. Petersburg.
THE TASKS THE CLIENT CAME WITH
The company has two main areas of work with clients:
- Education Abroad (EA) - sale of services for enrollment in educational institutions (secondary and higher education) and support for the provision of these services (work with 830 educational institutions in different countries).
OZR worked in Vtiger CRM, but it stopped being supported and updated, and was not tailored for the Russian market. There were ineffective funnels, stages that caused the deal to hang, in particular, an unsettled system for working with deferred demand.
- Training Center (TC) - conducts educational courses for students and prepares them for future admission to the UZ. TCs worked on the Hollihop platform.
The company also worked in the cloud Bitrix24, using Tasks. There they kept track of all information on Students, which was very inconvenient, a lot of materials were lost in the comments, there was no quick access to files and other important details that were recorded during the admission process to the UZ.
Main tasks:
- Conduct an analysis of all company processes and services, build a unified CRM system for all departments.
- Set up the process of transferring Students from the sales department to the support department and its subsequent management.
- Switch to the boxed version of Bitrix24 to make improvements to the portal.
WHAT DID YOU DO?
First of all, we analyzed the company’s work and created a roadmap according to which the processes are built.
We performed a seamless transition from the cloud version to the boxed Bitrix24, transferred data (processes in Lenta: personnel, financial, etc., Tasks).
Leads
We set up a Lead funnel and a system for distributing them between managers. It takes into account the employee efficiency coefficient, as well as the distribution time. If a Lead is not taken into work on time, it is transferred to another manager and finally to the ROP if no one has taken it into work.
CRM Main Sales Funnel
We have renamed Companies and Contacts to Customers and Students. Because the Customer can be either a parent or a student.
We set up a simple and clear funnel with current stages, including unsuccessful ones. Now it is convenient to track and analyze the reasons for refusal.
We set up the “Pending Demand” stage and automatic reactivation of these clients at the right time.
The OZR and CP departments operate in this funnel.
After payment is made, the following transactions are launched: provision of services, support, enrollment in the UZ, etc., depending on the type of sale.
Accompanying students
When it becomes known which educational institution the student will be entering, he/she moves to the Support funnel.
Support is a long-term service, it includes choosing an educational institution, collecting documents, passing exams, receiving offers, obtaining a visa, preparing the student for departure. Other specialists may be involved at different stages.
Previously, all information on each student was kept in comments to the Tasks of cloud Bitrix24. Task = Student. There were several tens of thousands of such Tasks.
We transferred the information to the boxed Bitrix24 and changed the logic. Instead of Tasks, we configured a Smart Process with separate convenient tabs
Enrollment in the UZ- a list of all educational institutions where the student will be admitted. Different statuses and details on enrollment for each educational institution are provided.
Student Access- registrations on various sites and websites are stored here.
Tuition fees, which the student (Customer) transfers to the educational institution - information on payments: date, payment status, amount, currency. Also here a reminder is set up for the manager, 2 weeks before the payment to remind the student about it.
Exams- information is recorded on the exams that the student must pass for admission (date, institution of higher education, other information)
Pre-arrival actions- a list of activities that need to be done to prepare the student for departure. Marks are provided for Done Yes/No
The process is completed successfully when the student has completed all these stages and left for study.
RESULT
The two main sales areas of the company, OZR and CP, now work in one CRM Bitrix24 and in one sales funnel.
Leads are processed quickly, without any delays, thanks to distribution between managers.
You can view sales statistics for each direction using filters.
It has become convenient to analyze statistics of reasons for refusal in order to work through them and look for other options and offers.
Work with deferred demand has been set up. Now managers see the deal when it is activated and becomes relevant for the Customer. There is no need to track it manually anymore, and customers will definitely not get lost.
The managers focus on working with hot clients; they do not waste time analyzing all clients, but clearly know the next step for each student.
Working with Support has become as convenient as possible. All information is recorded in special tabs or sections. There is quick access to the necessary materials. Everything is very structured and understandable.
