At a Glance: Key Outcomes
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New business enquiries increased by 50%
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Nursery occupancy increased by 20%
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Centralised enquiry handling established across the nursery group
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Parents supported from their initial enquiry through to enrolment
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Nursery show-rounds arranged and follow-up managed
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Nursery managers freed up to focus on childcare and child development
Supporting MiChild Group with Nursery Enquiries and Admissions
In 2020, MiChild Group approached SMARTstrat to manage overflow calls at one of its nurseries while a management position was vacant. The nursery was struggling to answer every call, meaning parents could find it difficult to get in touch and potential new enquiries were being missed.
Once SMARTstrat began handling calls, the scale of the missed opportunities became clear. Within a single month, the number of recorded new business enquiries increased by 50%.
Following these initial results, MiChild Group extended the service across its wider network of nurseries, achieving similar improvements in enquiry volumes.
However, increased enquiries did not consistently translate into more childcare enrolments. Nursery managers were already focused on the care and development of children, leaving limited time to follow up enquiries, nurture prospective families and guide them through the admissions process.
Working with MiChild Group, SMARTstrat helped address this challenge by establishing a centralised enquiry line for the group, covering new business enquiries, recruitment and acquisitions. SMARTstrat then expanded its support to manage the entire new business enquiry journey, from the initial call through to enrolment.
We then expanded SMARTstrat’s role to manage the entire new business enquiry journey, from the initial call through to enrolment, including:
- Handling the call
- Taking initial enquiries
- Passing nursery and fee information to parents
- Arranging show-rounds for the relevant nurseries
- Suggesting alternative nurseries within the group when their first choice was full
- Following up enquires, post show round
- Liaising with nursery sign managers when parents wanted to enrol their children.
- Reporting enquiries, show around and conversions to the management team
As a result new enquiries recorded are up by 50% and occupancy is up by 20%
We are delighted with the levels of service and impressive ROI for our business
Many thanks team SMARTstrat
About SMARTstrat
SMARTstrat provides professional call handling and enquiry management services for businesses that want to improve customer service and make the most of every opportunity. For childcare providers, we can manage parent enquiries, arrange nursery visits and support families through the admissions process, helping your team focus on delivering excellent childcare.
Find out more about our call handling services or start your 7-day free trial.
