Simplifying Client-Tutor Relationships

 

Operating nationally, Margulis’ co-founders needed a new system to organize their operations. As the company grew, the co-founders found themselves spending valuable time on logistical tasks for their team and clients. This included countless hours spent scheduling appointments between tutors and clients, tracking whether clients had paid for their sessions, and maintaining consistent communication between all parties. 

 

From an operational perspective, Margulis needed a solution that would allow the management team to scale their operations as the customer base grew.

 

As the company expanded, there was also a need to design a solution that would maintain the strong customer experience that Margulis’ clients have come to expect. With a growing customer base, Margulis needed an automated system that would onboard new clients and allow them to book appointments as quickly as possible. By simplifying the client experience through automation, Margulis could maintain its strong reputation as a customer-focused business. 

 

Custom CRM and Automated Processes

 

Our solution involved creating a tailored Customer Relationship Management (CRM) system to transform customer management and automate operations.

 

We focused on creating a system that would efficiently move customers through each step in the customer journey.

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Custom CRM and Automated Processes

 

Our solution involved creating a tailored Customer Relationship Management (CRM) system to transform customer management and automate operations.

 

We focused on creating a system that would efficiently move customers through each step in the customer journey. 
 

  1. Leads to Customers

 

The automated system was initiated from the moment a potential customer registers on a website or fills in a marketing form. They receive a welcome email, and a manager is prompted to reach out and learn about their needs. 

 

Once the Margulis sales representative has established a relationship and the customer has agreed to make a purchase, the representative can trigger the next phase in the customer journey. 

 

  2. Appointment Scheduling

 

Once a client has been assigned to a tutor, they receive a list of available times to meet and can select a time that works best for them. Tutors will be notified when a client selects a time slot and can move the client to the next phase. 

 

  3. Payment Processing

 

Once an appointment time has been selected, the client receives an invoice for the appointment to be paid before the session. 

 

Once a payment has been received, the client receives the meeting link and can join the call at the scheduled start date. This simplified the task of tracking payments and following-up with clients if they failed to pay. 

 

  4. Custom CRM

 

To tie everything together, we created a custom CRM for Margulis to track important customer and tutor data. From the CRM, managers could move clients from one phase to another and update information as the customer relationship develops. It also acted as a consolidated view for monitoring operations at a high-level. 

 

Tutors had their own individualized pages on the CRM which allowed them to monitor their appointments and assigned clients. 

 

Customizing to Margulis Tutor’s Needs

 

Collingwood always works hand-in-hand with our clients to ensure our solutions meet their needs. We developed and implemented our automated services by adapting to key components of Margulis’ current practices. 

 

Personal outreach and relationship building was important to Margulis, so our solution incorporated personal outreach as an important early step in the pipeline. This customization enabled Margulis to reap the benefits of automation, while maintaining the personal touch that makes their service valuable.   

 

Payment methods were another important customization we developed for Margulis. To meet the varying needs of Margulis’ clients, we provided multiple payment options upon registration, including paying online or sending an e-transfer. Depending on the option selected, the client would receive a relevant invoice and payment directions. This customization maintained Margulis’ customers' choice of payment. 

 

Another customization was creating a process for recurring appointments that fit with Margulis’ packaged appointment bundles. We created a system that allowed customers to pay a discounted rate for a number of appointments, and then schedule further appointments without receiving an invoice.

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Automations Supporting Growth

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With the help of Collingwood Automations, Margulis Tutor has reliable automated processes that will help scale operations as the business continues to grow! Our services have allowed Margulis to run an efficient operation, while continuing to provide the highest quality of service to their customers.