01
Background
The center runs 2 branches in Thu Duc City, with conversation classes for working adults and exam prep for middle school students. Sign-ups come from Facebook ads, the Facebook Page, Zalo and referrals from people they know.
A team of 6 advisors, each keeping their own list.
02
Challenge
- Sign-ups lived in 3 spreadsheets and 2 Zalo groups, with some entries duplicated and others missing.
- Evening messages waited until the next morning for a reply.
- When an advisor left, their conversation history with parents left too.
- The owner couldn’t tell how many people were waiting for a trial class.
03
Solution
The NEXT team rolled it out in 3 weeks, starting from the enrollment template and adapting it to the center’s own process:
- A trial-class sign-up page and a form for each course.
- One shared inbox for the Zalo OA and 2 Facebook Pages.
- A 6-stage enrollment pipeline, split by branch.
- Automatic trial-class reminders, with the AI Employee answering after hours.
- CRM & Pipeline6-stage enrollment pipeline, split by 2 branches
- Omnichannel inboxZalo OA and 2 Facebook Pages in one inbox
- AI EmployeeAnswers questions about fees and start dates after hours
- Appointments & EventsTrial-class booking, reminders via Zalo
New
In discussion
Booked
Won
04
Outcome
Every sign-up lands in one place. Each morning the owner opens the pipeline and sees who is waiting for a trial class, who hasn’t been called back, and how many prospects each advisor is handling.
After-hours messages get an answer from the AI Employee, which also holds the booking; advisors only call to confirm in the morning.
Business metrics are only published with the customer’s approval and a cited source.