Solution
Professional service industry
Features/Background:
The Chinese education and training market still maintains a rapid development speed. The number of chain enterprises in the training and education industry is steadily increasing, with about tens of thousands of training institutions nationwide, mainly concentrated in economically developed areas such as Beijing, Shanghai, Shenzhen, and Guangzhou. The industry is gradually maturing, national chain brands are forming, and consumers' recognition of brand value is increasing. At the same time, with the continuous entry of foreign-funded enterprises into the Chinese market and the increasing number of overseas students, numerous foreign-funded training institutions have also entered China, competing with domestic training institutions of all sizes.
The market composition of Chinese training institutions: 70% are follower oriented, 20% are market-oriented, 6% are research-oriented or product oriented, and 4% are import oriented.
Challenges Faced:
Transforming from a commonly marketing oriented enterprise to a customer-oriented enterprise
Using telephone sales without a unified platform and CTI equipment for recording and outbound calls; The communication cost from the call center to the course consultant stage is too high, making it difficult to improve sales efficiency and causing customer loss
Unable to comprehensively measure the performance indicators of course consultants and achieve refined management of sales business
Unable to provide better and more timely customer service, unable to follow up on students' learning process, class scheduling, points, etc
The sales types are quite complex, with direct payment customers; Stored value card customers; After class payment customers, the final accounting for each course is quite complex
The senior management of the company hopes to receive real-time data analysis to improve the transparency of business processes
Solution:
Integrate the basic business processes of the enterprise
Building a socialized education and training enterprise starts with the basic business processes of the enterprise, and builds a unified sales process, market management process, student management process, training management process, and financial management process on the Salesforce platform; Combined with customer service, integrate the enterprise call platform; Improve the system for recruiting, nurturing, transferring, and retaining students; Combining with current mainstream social platforms such as WeChat, Weibo, Renren, etc., to help enterprises have a comprehensive "zero" distance contact with customers and obtain their true voices.
Call platform integration
Integrate with the call platform, improve the customer service system and integrate with the company's existing CTI equipment to achieve automated processes on the call platform, record user inquiries, complaints, and suggestions, enhance customer satisfaction, and achieve secondary sales for customers. Working on the same platform as sales personnel allows for more efficient and rapid information exchange.
Clue opportunity management
Provide a series of process management including automatic allocation, cultivation, tracking, conversion, signing, and analysis of lead opportunities.
Student and Teacher Management
Provide value analysis, point management, and satisfaction management for students, that is, 360 degree management and service for students. Teacher visa services, fees, attendance, assessment, etc.
Learning Process and Schedule Management
Students can conduct self-assessment, schedule online classes, and check teacher schedules, making it more convenient for them to learn and communicate seamlessly with us.
Membership Card Management
Build a student stored value card management system based on the Salesforce platform to promote the sales of company training courses. Implement a series of complex functions such as card management at different levels, card opening, stored value, course purchase, course exchange, and card refund.
Real-Time Analysis
Based on the data in the system, Salesforce can easily create reports and dashboards to provide real-time feedback on current business operations.
