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Nine stages, from lead qualified through information sent, two follow-ups, questions, a call, dates, the booking form and a hold. 2,250 deals, each one a school's record.
Every booked visit moves from confirmation through important information, a bonus stage, invoicing, consent, a media offer, pre-visit resources, a parent newsletter and one week to go, to the visit itself.
Before, a date change meant editing the PDF, resending it and correcting the sheet by hand.
Enquiries arrived mostly by email. Each one now routes into the school's record automatically.
Map by handThe process mapped with the people doing the work, every step marked (A) automated or (M) manual on the map itself.
So the team could see at a glance what the system owned and what a person still owned.
One recordOne record per school in Pipedrive, replacing Outlook threads, a Google Sheet and the phone.
The booking form is created from the record, and a contract goes out for signature.
Replaced a PDF template edited by hand, then typed into a sheet a second time.
Synced backSigned confirmations sync back to the record without anyone retyping them.
Edit any timeDetails stay editable after a booking is secured.
A school moving a date used to mean editing the PDF, resending it and correcting the sheet. It became a field somebody changes.
Slack alertsSlack notifications on the events that matter, so nothing slips.
Nothing missedOne place to look, and an end to the worry that something had been missed.
observedPick workshops44 workshops in four categories: science, history, future skills and sport.
The price updates with every choice: full or half day, number of days, school size.
Seeing the price straight away is what stops a school ringing round competitors.
Booked before?A returning school enters its last booking reference, and every detail fills in from the CRM.
Save the leadThe email is asked for early, so a booking left half-way can be followed up.
From the school's postcode: presenters who can deliver every chosen workshop, ranked by travel time.
Availability comes from each presenter's own calendar, so nobody chases dates.
Pick a dateOnly the dates the matched presenter has free, with a person one click away if none suit.
Invoice or cardAn invoice, paid by BACS within 28 days, or a card online.
No card is needed to book, because most schools pay by invoice.
BookedA booking reference on the spot, a confirmation email, and free Future Skills Passport access for the school.
Tens of thousands of the company's own emails, with the outcome of every thread.
Draft repliesAn assistant drafts replies and follow-ups from that history: how each objection was handled, and which handling ended in a booking.
A person reviews every draft and sends it.
Prices come from the price list. The assistant drafts and a person approves.
Administrator training collapsed to review and send.
Website chatA chatbot answers enquiries on the website. Three generations: a GPT-based bot, a Voiceflow build tested for speed, then a custom build.
Self-serve changesA school manages its booking by chat, signed in with its booking reference and email.
A voice agent was tested on real callers and stopped: the trust cost showed.
At least one human touchpoint stayed on every path.
Less adminAdmin per booking down by about 85% across the system.
stated14, 7, 3, 1 daysPrompts before each visit, with the activity pack landing ahead of it.
Every automated prompt waits 24 hours, so a system email never lands on the same day as a human conversation.
The visitA presenter delivers the workshop.
Post-visit callThe impact report goes with a person, because that call is where rebooking starts.
Scored 8+?A survey after every visit. A score of 8 or more triggers a review request by email.
Rebook + upsellFollow-ups drawn from the school's own history: rebooking, another subject, another product.
With 12 subjects to move through, a one-off visit became an annual line item.
Self-serve accessFor the courses and books line: a sign-up creates the user with passes attached, teachers get reports and dashboards, and a daily sync runs overnight.
Escalations fell from 30% of all support contacts to under 5%, and of those only about 1% genuinely needed a person.
measuredEnquiryEnquiries arrive mostly by email and route into the school's record automatically.
BookedSix steps: live price, matched presenter, real dates, invoice or card.
14 daysThe first pre-visit prompt, 14 days out.
7 daysThe activity pack lands ahead of the visit.
3 daysA reminder 3 days out.
1 dayA final prompt the day before.
VisitA presenter delivers the workshop.
CallThe impact report goes with a person, because that call is where rebooking starts.
SurveyA survey after every visit. A score of 8 or more triggers a review request by email.
RebookFollow-ups drawn from the school's own history: rebooking, another subject, another product.
Guides firstEvery function trained with screen recordings and written guides with screenshots, before any automation was switched on.
Founder 1:1The co-founder, one to one.
Laptops openThe team together, laptops open. Setup done before the session, the guide handed out in advance.
RemoteRemote sessions for anyone who could not be in the room.
Recorded courseA pre-recorded course for larger groups, which is how schools were reached.
Step-out testA deliberate test: if Peter stepped out for three months, what would break?
Whatever failed the test got documented, trained and delegated.
A year's handoverA 12-month handover, with sales, delivery and rebooking running the whole way.
observedSell · Deliver · TrainEvery engagement has the same shape:
When a client gets the value they want, they're more inclined to do more.
Once they see what is possible, they bring their own ideas to the table, ready to be implemented.
Map by handEvery step mapped with the people doing it, and marked automated or manual before anything changed.
One recordOne record per school in Pipedrive: enquiries, forms, contracts and confirmations in one place.
Six steps: a live price, a matched presenter and real dates, paid by invoice or card.
30 to 40% of bookings are for dates soon. Those schools can now secure one in a single visit.
AI layerReplies drafted from the company's own emails, and a chatbot that lets a school change its booking itself.
Follow-upReminders at 14, 7, 3 and 1 days before a visit, a review request after it, and rebooking drawn from each school's history.
1,000+ activeOver 1,000 of 1,800+ schools active at any one time.
measured, CRM recordRebooking loopEvery visit sets up the next: reminders, a review request, and a follow-up drawn from the school's own history.
With 12 subjects to move through, a one-off visit became an annual line item.
Presenters' calendarsEach presenter keeps their own calendar. It syncs to the database behind the booking page, so nobody chases availability.