Enquiry & Workflow

We will go through the parents' side as well as what to do from EnrolHQ.

What the parents will do from their end is that they will go on your website and they will click on submit an enquiry.

The form is either an embedded form where the parents fill out the form directly on your website, or it will be redirected to a separate link that the parents will be taken to.

Let’s have a look at what the "enquiry" form looks like for the parents. You can access the "enquiry" link by going into the main menu and clicking on parent links and enquiry.

The form that you'll see will have your own school styling, and these parents will be sent to this link when they click on your website link.

So they will input their email, and if they already have a profile inside EnrolHQ, it will ask them for a password.

If not, they will simply create a new password and they will be taken to the form.

Now, because the system already recognizes this email, it will pre-fill the information for this specific parent.

But for every new parent using the EnrolHQ system for the first time, this information will be blank and they would fill it in.

The steps on the enquiry form are always the same. The first step is to ask about the details about the parent. In this section and at this stage, we ask only the very basic details.

We don't want to collect too much information to begin with. So we collect a bit about the parent's name, their contact details, and their address.

You can disable some of these questions if you don't want that to be on your enquiry form.

The next step is to collect the details about the student. Because we have a record on Robert for this email, we can select Robert and the details will be filled in.

In this case, we just can continue to the next step, again, which is the enquiry details. In the final step, we ask the parents, what are you enquiring about?

Let’s say they want an information pack and they want to enquire about the open day. So we can write a message about what we want to know more about.

Some other default questions that can be useful to ask are: How did you hear about us? Or whether they want to be mailed the prospectus. Then they can submit their enquiry.

The parents will at this point receive an email saying, thank you, we’ve received your enquiry, and we will be in touch with you.

The staff from the school’s end will also receive an email saying that a new enquiry has been received.

If you go to the dashboard in the main menu, you will see that Allusha has submitted an enquiry on behalf of Robert Dummy, which is basically just showing you in real time what is happening in the system from the parents' end.

You need to actually go in and close down the enquiry. So you can go ahead and click on the link in the live feed that takes you directly to the student profile.

And from here, you would go to the enquiry tab where you will see the information about the specific enquiry.

If this is a new family, the student details and the parent details will be pasted into the related tabs.

All the student details we ask for are the student name, date of birth, and their year of entry details. These will be pasted into the student tab.

The parents’ details, you can find under the parent tab.

However, the third question, which was, "What are you enquiring about?" That would be found in the tab called "enquiry", here.

Now to close down the enquiry, we can mark it as responded by using this green button. That means that the enquiry hasn’t been responded to or hasn’t been closed down in EnrolHQ yet.

If you click on this, you can select how you responded to it. So let’s say you had a phone call with the family. Select activity type "phone call" and write a message where you explain what it is that was talked about.

Select the day you talked from the calendar, and then click add and save.

However, if you're closing down the enquiry using an email, there is a shortcut to do this by going into the comms log where we send our emails from.

Click on "send an email", and if there is an open enquiry for this person, you will have a gray button called Show Last Enquiry.

So if you click on this button, you will actually be able to mark the enquiry as responded directly from the email. You can take a note saying that you have sent information about the open day and the information pack by email.

You would be able to select which email template it is that you're sending. In this case, we can just select the enquiry follow-up template.

You can make adjustments to the email here if you need to change anything. And then preview and send that off to the parent.

And as you do that, you automatically also close down the enquiry. If you now go back into the enquiry tab, there is no green button to "mark as responded", but we do have a responded stamp here instead.

If you go back to the dashboard and look at the live feed, you will actually see that we have a "responded" stamp here, as well, which reflects that this enquiry has been dealt with.

As this enquiry has been closed down, that also means that there will be no link under the enquiry tab, as this enquiry has been closed down correctly inside EnrolHQ.

As a very quick summary, you would get an email that a new enquiry has been received.

Then you would click on the link to close down the enquiry correctly, and go to the enquiry tab.

You can click on "Mark as Responded" directly from here, and choose how you responded to it and the correct date, and this will close down the enquiry.

Or you can do that directly from the comms log.

In that case, select "send email" and close the enquiry.