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CASE STUDY

How Young Academics Early Learning Centre Delivers a 5-Star Enrolment Process across 41 Locations

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With a large business, we have a large enrolment team managing a high volume of families, therefore it is essential we have one source of truth. Any conversation, any text, any email, it is all in the family's profile.

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Lauren Watson

Head of Customer Experience

Young Academics Early Learning Centre (YAELC), a family-owned business founded in 2009, is a leading early childhood education and care provider in New South Wales, Australia. With a commitment to providing a positive experience for children and families, they we4re looking for ways to streamline the enrolment process across 41 operating centres.

 

Using LineLeader by ChildcareCRM to centralise and streamline enrolment tasks, YAELC delivers a personalised experience that speaks to the real needs of families.

41

Locations

2017

Customer Since

LineLeader Enrol

Standardising Enrolment Across Multiple Locations

Young Academics operates in a competitive market across New South Wales. They Receive hundreds of inquires a day across a variety of online sources. With that kind of volume, it was getting hard for their enrolment specialists to know who to follow up with and when. 

The team had beautifully branded email and text templates lined up and ready to support the customer journey. The only problem was, no one was using them. "Before optimising our process with LineLeader, the team didnt have the business rules set up to drive performance and help families get through the pipeline in a timely manner to make sure we weren't missing opportunities." Says Head of Customer Experience, Lauren Watson. 

Once we started utilising the LineLeader system more efficiently, our communication improved. We were more thorough. There were less questions coming through from our families. Our enrolments team operates much more efficiently than previous years. There are no missed opportunities.

Lauren Watson

Head of Customer Experience

With LineLeader by ChildcareCRM, YAELC

  • Drives higher enrolment rates.
  • Increases return on marketing spend.
  • Optimises capacity network wide.
  • Saves countless hours on reporting.

Using Automated Tasks to Keep the Team On Track

With automated tasks and staff reminders, the team immediately accepts the leads as soon as a parent inquires. The enrolments officer then calls the family within 12 hours of the pending lead being accepted. Once the enrolments officers have connected with the family, they'll book them in for a tour.

From there, all information on a family is securely and automatically passed to the centre manager to make sure they have everything they need to conduct an impactful tour. "Once we started utilising the LineLeader system more efficiently, our communication improved. We were more thorough. There were less questions coming through from our families. Our enrolments team operates much more efficiently than previous years. There are no missed opportunities" says Lauren Watson, Head of Customer Experience.  

A Single Source of Truth as You Scale

Instead of using Outlook for emails, a CMS for waitlists, and a spreadsheet that never gets updated, the team at Young Academics can access everything they need from one central system.  With a single central command centre for all things enrolment, the team saves hours on manual reporting. "You can just log in at any point in time, pull a report on how many inquiries that centre got, where are their tours at, where are their wait lists at? Where did my leads come from? Everything is at your fingerprints," says Lauren. 

Lineleader has become the "source of truth" at both the individual centre and organisation levels. Though some retraining was required, the team at YAELC is happier, because their customers are happier. "At the end of the day, the happier your families are and the better communicated your families are, the less work actually comes in," says Lauren.

With centralised reporting, she can easily track the right KPIs to ensure that everyone in their community stays satisfied and well-supported.

 

Our system is set up so that we're always able to have a conversation with the family before we book a tour. The centre that they might inquire for might not actually suit their needs. Having real time conversations where you can say, "What about this centre down the road?" It has availability for your child's needs and small class sizes, creates a more effective customer experience 

Lauren Watson

Head of Customer Experience

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