Group report

Business Solution for School Explained Ltd
Report Commissioned By:
Mr Matthew Koster-Marcon
Managing Director
Learning Ladders and School Explained Ltd.
Report Written and Produced By: Nathan Chiverton, Izidor Talampoukas,
Gediminas Ickys and Timothy Lam
Date of Report: 07/01/2015

Contents
Executive Summary.................................................................................................................3
Description and Justification of Business Solution(s) .......................................................4
Industry and Competitor Analysis.........................................................................................6
Financial Plan, Necessary Funds and Sources of Funding................................................8
Legal and Technical Issues....................................................................................................9
Appendices.............................................................................................................................12
Minutes .................................................................................................................................13
CRM Design.........................................................................................................................26

ExecutiveSummary
This report provides a proposed business solution for School Explained Ltd. It also
provides analysis and information on how this proposed solution was reached, this work
includes market and competitor analysis, and financial, legal, technical and
organisational/staffing implications.
The solution shows that it is believe School Explained Ltd require an in-house built CRM
system, with user profiling. Users being categorised in to: School, teacher, pupil, parent,
operator and technician. Each profile will include fields which help keep in contact, view
trends and statistics, all for the benefit of School Explained Ltd. Details of what functions
and abilities this system could hold will explained throughout the report.
The market and competitor analysis includes 6 companies: RM education, Classroom
Monitor, Target Tracker, Explore Learning, Kumon and Reflex. Some useful information
was gathered from this, which generated other ideas for the proposed CRM, including
online chat (RM education), newsletter subscriptions (Kumon) and data collection (target
tracker).
Legal issues have also been explored here. As will be explained data protection act will
require School Explained to take precautionary steps in obtaining personal information
from customers. This will affect how the information can be used and who can use it. It’s
also explained how these steps can be taken.
Finally organisational and staffing issues have been pinpointed. This will be explained in
more detail on page 8 of the report.
I hope by the end of the report you will agree with the proposed business solution and
that it covers what you require.

Description and Justificationof Business Solution(s)
Our business solution consists of five types of user profile for the CRM system. The five
user types required are School, teacher, parent, pupil and class. Also included will be an
operator profile and a technician profile, these profiles will be for staff only and will hold
details such as their customer service record and ongoing tasks which need to be
completed by them. Each of the user profiles will hold its own unique ID, and these
profiles will link to one another via different fields.
The first user profile is ‘school’. This is the most important profile; the purpose of this
profile is to hold school details such as billing history and performance. This information
can be used to track information such as subscription end date and as contact details for
the school. The school profile will hold fields such school type (Primary/Secondary),
school address and contact email; name of headmaster and contact phone number. It
will provide a drop down list of the classes within the school, and also provide a drop
down list (which is searchable via the “search” option) with the pupil name and ID for the
school. This profile will also give average grades through the school. It will also hold
information such Billing history and subscription history.
Secondly there is a user profile for teachers. The purpose of this profile is to show to
teacher performance and to use a source of advertising and good use of CRM. For
example issuing newsletters to and keeping them engaged with the product. It will hold
fields such as e-mail address, their class ID number, and their class performance.
Next there is a user profile for parent. The purpose of this is to keep the parent engaged
with school explained via e-mail. The details we would hold for the parent are address,
e-mail address, name of pupil (Son/daughter).
The user profile for pupil is primarily there for statistical purposes. This could be used to
judge school and teacher performance. And also to store the school explained data, so
that staff has instant access to it for any queries.
The final customer related profile is the class profile. This simply divides pupils in to
groups and gives you opportunity to analyse pupil and teacher performance.
At the bottom of each user profile on the CRM system except user profile for pupil it will
show the history of contacts and any important notes.
There are 12 different types of business solution that relate to the CRM system for user
profiling.
The first business solution is that the system would allow for verifying e-mail after first
registration. This relates to the CRM. This will allow parent or teacher to verify their email
by sending them a link. In this way fake accounts will be avoided.
Another important business solution for the CRM is an annual reminder to renew
subscription (discount for returning customer). This system will allow the operator to call
or e-mail the school to remind them about their subscription on the product. This
information would be obtained from the billing history field in the school profile. The
system will be able to identify and alert you when a subscription needs to be renewed.
The fourth business solution is a newsletter. This relates to the CRM, as teachers would
be able to receive email about the school explained products. This will keep them

engaged with school explained. You can send out these newsletters via the e-mail
address provided on the teacher’s profile. You will receive their e-mail address once they
sign up for the product.
One of the business solutions for School Explained that relates to CRM is creating an
Online pop up chat box on the website/system for queries; for example, online banking
systems. This would allow the teacher and operator to communicate with any problem
they are having with the system.
The sixth business solution is to Record conversation history (Online chat, e-mail or
telephone calls) with customers - Can put frequently asked questions in the ‘help’
section on system and website and learn from mistakes. This would help answer queries
more efficiently as you may have received similar queries before. This is to create a
better customer service.
Another business solution is a direct debit to be set up for annual payment. This will
allow the system to store all their history of direct debit on the user’s profile.
One other business solution is idle time of customer – track when pupil, teacher or
parent hasn’t been on the system. The system would allow to track where a pupil,
teachers or parent hasn’t been on the system to automatically send a reminder by email
telling them they haven’t been on the system and there is new information posted on the
system. This solution has both advantages and disadvantages for the system. The
advantages are that the system would send out reminder emails to remind users they
have assessment to complete etc. and will be able to keep customers interested in the
system, but the disadvantage is that it may be annoying for the customer.

Industry and CompetitorAnalysis
We have carried out research into the company’s main competitors: RM education,
Classroom Monitor, Explore learning and Target tracker. We have been looking at how
they communicate with customers; what is the aim of the company, and for some of
them we have found the price of the product. Also we tried to contact them with some
questions, but we did not get any answers from the companies we have contacted. We
are not sure why we received no answers; maybe this shows examples of slow and poor
customer service by these competitors.
Capita
Also we look at capita company which is the biggest company, we have looked at their
financial story, where we can see the turnover is £1.066,320, cost of sales is £818,136,
gross profit is £248,184 and profit for the year is £259,794. Also we look at the directors
of the company G M Hurst, R J Shearer, M Bell, C H Rodgerson, C E Waters, V Gysin,
S Sharp, A G Parker, M D Barnard, D Marriott-Sims, A N Greatorex, J Parkhouse, and
P Hands
(CompaniesHouse, 2014).
Rm Education
One of company we have analysed was RM Education. The cost of the product is
£595.00 ex VAT and this includes, introducing programming and coding into the ICT
curriculum. They provide many different types of services for example: total ICT support,
support and services, Continuing Professional Development (CPD) and Consultancy.
These services are all available through the purchase of software from them.
Additionally, RM Education provides education services, such as School Improvement,
Safeguarding and Classroom Engagement.
RM Education communicates with customers by phone, chatting online, social media or
feedback.
The aim of this business is to deliver award winning education products and services
that helps teachers to teach and learners to learn. This is achieved by developing
engaging, inspiring solutions for the effective use of technology in education.
We have found the information about the directors and finance, the directors: David
Brooks, Greg Davidson, Philip Deakin, Paul Fletcher, Iain Mclntosh, Russell Powell,
Edward Warwick so this is the company directors who is managing this company.
The Financial of turnover is £207,183, cost of sales is £157,621, the gross profit is
£49,562, profit from operations is £9,354 and profit for the year is £6,187 so this is the
finance in 2013
Target Tracker
The company which is similar to School Explained. This business contacts customers
using Social Media (Twitter and Facebook), by phone and email. There is no instant
messaging service. They promise to get back to you with replies within 2 days.
It’s also noted that if you want to contact them via email you have to fill a contact form,
which gets you to enter details such as email address and school name.
Their market target is Primary school pupils, high school pupils, further education
students, teachers, schools and parents. For this company we have found prices for
most of their products: Primary Target Track £529, EYFS Target Tracker £349, GSET
£265, Test Analysis Suite (S&NTA) £199, Key Skills £249, School PM £159.

We also looked at Kumon Business Company. They offer programs for children to help
grow their independent learning. Unlike learning ladders or school explained this is not
software based, but they have study centres across 47 countries worldwide. The price of
registration is £30 and then you pay £55 per month per child. The target market for this
company is children and parents. But not teachers this time as schools aren't involved;
this is for the child's individual learning.
In relation to how they communicate with customers, again they use Social media
(Twitter, Facebook, LinkedIn, amongst others). Moreover, you are able to subscribe to
their newsletters. Obviously face-to-face communication is also involved, as the pupil
and parent will attend the study centre. You can also contact them by telephone.
Classroom Monitor
provides a system, which allows the monitoring of your children in the classroom and
reports to parents on their progress. There is no price showing on the website, so I have
sent them message regarding the cost of the system.
Contact with them is by mobile phone and the form which is based on the website. You
can ask for a demo version on the contact page where you need to enter all your details;
for example, email, post code and other. The company do the seminars in particular
places; for example, Excel in London. You can email them for support questions when
the software is not working or you are having trouble.
Explore Learning provide two types of systems: one of them is gizmoes, which provides
help for students to develop their skills in maths and science. By gizmoes it provides the
biggest library of interactive simulation for maths and science.
Reflex is another software, which helps to monitor your students’ progress. It is easy to
use and uses the games method, to make the user play again and learn more. There is
also a function, which allows for children’s mathematical skills to be improved in the
early years. There is also a demo version that allows teacher access for full
management and for 5 children. Access is allowed in any place you like as long as you
have device where you can use it.
Mumsnet
For this business we look at how they deal with their money in 31/12/2013, in fixed
assets for tangible assets is £30,986 and for investments is £10,500, and current assets
for debtors is £1,1606,359 and cash at bank and in hand is £1,582,481. The creditors:
amounts falling due within one year is £1,019,077, net current assets (liabilities) is
£2,169,763 and total net assets (liabilities) is £2,211,249, Shareholders’ funds is
£2,211,249
Prime Principle LTD
For that company we also looked at financial story, the reason for that is after we can
see how much different companies are making money, spend and invest, so this
companie Fixed assets for tangible assets is £18,111 and invest is £36,518 so fixed
assets together is £54,629. Current assets for debtors is £301,672 and for cash at bank
and in hand is £186,489, provisions for deferred income is £532,944 and shareholders’
funds £128,486.
(CompaniesHouse, 2014)
Companies House (2014) Available from:
http://wck2.companieshouse.gov.uk//wcframe?name=accessCompanyInfo[Accessed 15th December
2014].

FinancialPlan,Necessary Funds and Sourcesof Funding
About the cost of the CRM we put it on a bidding process on the website getacoder.
Getacoder outsource on web and software developers. The prices that were returned
were on average £3174.61 and the average time for the completion of the project was
45 days. From our experience we know that although you can keep you project on
budget it is very difficult to be completed on time. We estimate that time of completion
will be around 4 months and probably there will be a lot of hassle. As far as we
understand school explained has the ability to allocate this amount, so no further
sources of funding like bank loan are required.

Legaland TechnicalIssues
Legal Issues
As you will be using and keeping personal details of customers, legal aspects will need
to be considered. The use of this information will also have to be permitted. The
customer must sign or confirm that they authorise you to use their information. For
example, as the customer fills in their details on your ‘sign up’ page, a tick box should be
added, asking whether they wish to receive future newsletters via e-mails.
Also on this page, details of the data protection act. The data protection act advises the
following:
(2014)Data Protection. Available: https://www.gov.uk/data-protection/the-data-
protection-act. Last accessed 5th January 2015.
“The Data Protection Act controls how your personal information is used by
organisations, businesses or the government.
Everyone responsible for using data has to follow strict rules called ‘data protection
principles’. They must make sure the information is:
◦ Used fairly and lawfully
◦ Used for limited, specifically stated purposes
◦ Used in a way that is adequate, relevant and not excessive
◦ Accurate
◦ Kept for no longer than is absolutely necessary
◦ Handled according to people’s data protection rights
◦ Kept safe and secure; not transferred outside the UK without adequate protection.“
How you plan on using these personal details will need to be stated when the customer
is signing up. They will need to authorize use of the information in the way intended. If
you don’t follow these procedures, you could be breaching the Data Protection Act and
could face prosecution.
All staff that require access and are intending to use this information will need to sign a
contract or form confirming they will use the information in compliance with the Data
Protection Act, as shown above. This can be then be used against them if they ever
breach data protection laws.
All personal information should be kept in-house and not passed to any external parties.
In the rare case that an external party may come into contact with this information, they
will need to fill in the contract, which I stated above.
Technical Issues
As you will be dealing with this sensitive information security measures will have to be
carried out. This is to prevent any hackers or malware infections gaining unlawful access
to the information that you possess. As well as the gaining of unlawful access, your CRM
system will need to backed up and protected against accidents(physical damage), theft
and possible technical failures i.e. computer overload.
First of all, your system will need to be password protected; this is to prevent anyone
who doesn’t have access, gaining access to the system. When the system is
implemented in to school explained, you will be given user ID’s and passwords, for
authorised personal. You will need to ensure only authorised people have these user
ID’s and passwords, they must be kept secure. This is the simplest but most effective
way of protecting your computer.
Secondly, we suggest that your CRM system is backed up. This is in case of physical
damage, theft or computer malfunction. If you lose this data you will need a way of

getting it back. As this is sensitive information, the information will need to be backed up
in a secure environment. To do this we recommend using a database backup service
such as Ahsay backup software. This provides you with online, offline and cloud backup.
To protect your database from any accidents or damage. This could also protect other
documents you may possess from such damage.
Finally you’ll need ensure that your computer system is protected against viruses. You
can purchase software packages for this, including: McAfee for business, Norton, Oracle
or even Securesphere. These are easily purchasable online or in any PC store.

Staffing and OrganisationalIssues
As we are aware, you currently have a team of four members. As will be explained, the
recommendation is that this team would need to be extended. The financial implications
of this were mentioned in part four of this report, which I will recap.
As you have advised, you do not currently have an IT technician within your team. This
is a position, which may need to be occupied. The IT technician will be required to
maintain your CRM system; he will be there to solve or fix any bugs or issues that arise.
Although a user guide will be provided with system, the IT technician will need to be fully
trained on how to use the system to enable him to gain the best understanding possible.
Also, all current members of staff will have to be trained on the system. This is
something I believe is optional for you, if you believe that you have a current member of
staff who could fulfil this role whilst undertaking their current role, you may not require
this. But it is something to be considered.
We also recommend IT contractors will have to come in to create the system. As
explained previously we have looked at an outsourcing company called
getacoder. Even though it would be possible to create in-house, we believe it would be
quicker with a maximum of two contractors for quicker production. This contractor will
have to specialise in Software programming and may need previous experience in HR
systems or something similar to the CRM system being produced. This could an
estimated 4 months to produce, including testing of the product and any changes that
have to be made.
We believe at least two months will need to be allocated to implement the software. In
this time your members of staff will have to test the system, if bugs/errors are found
when testing then further work will have to be carried out by the contractors. Please be
advised that it is likely that in early stages, errors will be found in the system. This
process will also give your employees a good understanding of how the system works.
Any glitches, bugs or even anything you want to be amended can then be amended.

Minutes
Team A – Minutes of team meeting (14/11/2014)
Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader),
Gediminas Ickys, Timothy Lam
Meeting Purpose – Team Introduction
Discussions –
 Write up team contract – agree on policies. This will be typed up and sent to
each team member by Sunday 16th
November, 8pm.
 Agree on minute taker and team leader.
 Set tasks for next meeting (Wednesday 19th
November)
Tasks for next meeting – Wednesday 19th November, 2pm outside Nelson Haden
Lecture Theatre.
 Nathan – Type up team contract, to be completed by Sunday 16th
November,
8pm.
 Izidor – Research on shared platform for documents.
 Whole team –
 Research case study and write summary, to be completed by Saturday 15th
November, 8pm.
 Research on CRM and write summary, to be completed by Sunday 16th
November, 8pm.
 Make a profile on schoolexplained.co.uk and learnigladders, to be completed
by Wednesday 19th
November, 2pm
Agenda for meeting on Wednesday 19th November:
 To draft a plan for a project
 Agree on platform for sharing documents, based on Izidors research.
 Brainstorm – Collation of research on case study and CRM. Discuss possible
solutions and ideas.
Next Meeting - Wednesday 19th November

Team A - Minutes of team meeting (19/11/2014)
Meeting Purpose – To Brainstorm on completed tasks (What is CRM and what is
Learning Ladders)
Discussions –
 What details our CRM would contain - We agreed we’d need information such
as address details, school name, e-mail addresses, telephone numbers.
 We then discussed the link between school, teacher, parent and pupil - and
how they should have their own ID numbers for their own profiles.
 We Agreed on Google Docs as our shared communication site
Tasks for next meeting – Friday 21st November, 2pm outside Nelson Haden Lecture
Theatre.
 Everyone to attend the learning/school explained presentation on Thursday
20th November, to gain a better understanding of the company.
 To brainstorm more CRM solutions for the project.
Next Meeting - Friday 21st November

Team A - Minutes of team meeting (21/11/2014)
Meeting Purpose – To Brainstorm CRM ideas as we now should have gained an
understanding from the presentation.
Discussions –
 We discussed what school explained wanted from our product. For example
they didn’t want to pay for a typical CRM service as you pay for this monthly.
 We also discussed how user profiling could be used.
Tasks for next meeting – Friday 21st November, 2pm outside Nelson Haden Lecture
Theatre.
 Each member to open an account with a CRM company, to see what they
offer. As this research could help with our project.
 To brainstorm more CRM solutions for the project.
Next Meeting - Wednesday 26th November

Timothy Lam
Absent - Gediminas Ickys
Meeting Purpose – Brainstorm CRM business solution for project
Discussions –
 We noted several potential business solutions (milestone 2); these can be
seen on our google docs page under “Business opportunities”. For example:
the use of online chat, to improve communication with the customer.
Tasks for next meeting – Friday 28th November, 2pm outside Nelson Haden Lecture
Theatre.
 Whole team - Find 2 examples of effective CRM methods used by businesses
and brainstorm 4 business solution of our own. Each team member must
submit the above on to google docs.
 To establish good solutions and why. (From business opportunities)
 Set tasks for milestone 3 - market and competitor analysis
Next Meeting - Friday 28th November

Present – Nathan Chiverton (Minute taker), Izidor Talampoukas (Team Leader), Gediminas
Ickys, Timothy Lam
Meeting Purpose – To agree on good solutions and CRM opportunities.
Discussions –
· We all identified what we had found in our research (2 examples of effective CRM
strategies used by businesses) and discussed how we could relate this to School Explained.
 Brainstormed further solutions and CRM opportunities, this was based on our finding
from the tasks from the previous meeting.
 More ideas were added to ‘business opportunities’, for example: To track the idle
time of customers, alert emails could be sent to customers, so that they use the
system.
Tasks for next meeting – Wednesday 3rd December, 2pm outside Nelson Haden Lecture
Theatre.
· For each team member to state which business opportunities they believed to go ahead
with, which ones we thought were suitable for school explained.
· The suitable business opportunities were to be marked in green and the unsuitable were
red.
Agenda for meeting on Wednesday 3rd December:
 Start analysis of market and competitors.
Next Meeting - Wednesday 3rd December

Ickys, Timothy Lam
Meeting Purpose – To discuss market and competitor analysis.
Discussions –
 We encountered problems with Gediminas’ google docs account, as he couldn’t
access our files. The meeting was largely taken over by this, and we finally managed
to fix the issue.
 We noted that to analyse the companies/market we would all have to two a couple of
competitors each and answer the following 5 questions:
1) What products do they have and how much they charge?
2) Make an a account (if necessary)
3) What way do they have of communicating?
4) Ask them a question to see how they will respond.
5) What is their primary market?
Tasks for next meeting – Friday 5th
December, 2pm outside Nelson Haden Lecture Theatre.
 Analyse your chosen companies and answer the questions stated above.
Nathan: Capita (SIMS) and Kumon
Timothy: RM Education
Gediminas: Classroom monitor and Explore learning
Izidor: Target Tracker, Momsnet and companies house for each company.
Agenda for meeting on Friday 5th December:
· To discuss what was found by competitor analysis
· To start the design of the CRM.
Next Meeting - Friday 5th December

Ickys, Timothy Lam
Meeting Purpose – To continue the development of the CRM design.
Discussions –
 We noted all of the profiles, which would be required: Pupil, parent, teacher, school,
technician, and operator.
 We added fields into these profiles. Examples of these profiles can be found on our
google docs page. Fields include: Addresses, contact numbers, school name etc.
Tasks for next meeting – Tuesday 9th December, 2pm outside Nelson Haden Lecture
Theatre.
· Gediminas – Design and print out example of CRM profile, this is to be uploaded to google
docs.
· Brainstorm and jot down ideas for the CRM. What other profiles need to be on the
system? What fields are to be in these profiles?
Agenda for meeting on Tuesday 9th
December:
 Continue design of CRM
Next Meeting – Wednesday 10th December

Discussions –
 We continued to draft out the CRM design. We created link between the
different profiles, for example School to teacher. We decided the fields which
went under each profile as well.
 Gediminas presented his idea of what the CRM profile would look like when
designed, this can be found on google docs.
 Timothy introduced the idea that we could have a profile for an operator, this
way we could track their communications history.
 Izidor introduced the idea of a profile for newsletters. This profile would hold
all newsletters and alerts which could be sent to customers via e-mail.
Tasks for next meeting – Thursday 11th December, 2pm outside Nelson Haden
Lecture Theatre.
 To brainstorm more ideas for the CRM, this was just to get you thinking about
any ideas even when not in meetings.
Agenda for meeting on Thursday 11th
December:
 Continue design of CRM
Next Meeting – Thursday 11th December

Discussions –
 We continued to draft out the CRM design.
 This meeting we started work on the profiles for newsletter, operator and
technician. We determined how these could integrate in to the system for the
benefit of the customers. For example: We stated that the newsletter profile
could be a place for all newsletters and alerts to be stored and when required
they could be e-mailed to certain groups or individual e-mail addresses.
 We added fields to each of these profiles, which can be viewed in the
appendices of our report.
Tasks for next meeting – Friday 12th December, 2pm outside Nelson Haden Lecture
Theatre.
 Research and decide which part of the report each team member will
complete. Dividing the report up will make it an easier and quicker process.
Agenda for meeting on Friday 12th
December:
 Start research for the report and start planning what will be included in the
report.
Next Meeting – Thursday 12th December

Timothy Lam, Gediminas Ickys
Meeting Purpose – To determine who was covering which part of the report and to
finalise CRM design.
Discussions –
· We finalised the CRM and all agreed that this included everything required, we could
now move on to planning and writing the report.
· We decided that Timothy was going to write ‘business solutions’, Nathan was going
to write ‘Staffing and organisational issues’ & ‘Legal and technical issues’,
Gediminas was going to write ‘Market and industry analysis’ and Izidor was going to
write ‘Financial planning’.
· We continued to work individually during this meeting, all carrying out research on
the relevant topic for the report.
Tasks for next meeting – Tuesday 6th
January, 2pm outside Nelson Haden Lecture
Theatre.
 Complete the relevant part of the report.
Agenda for meeting on Tuesday 6th
January:
 Review report progress
 Make any changes to the report, which are required.
Next Meeting – Tuesday 6th
January

Present – Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys
Absent - Nathan Chiverton (Minute taker) – apologies, Nathan was ill for this
meeting.
Meeting Purpose – To review progress on report
Discussions –
· Everyone had completed their part of the report, but we agreed it had to be
improved.
· Timothy needed to add more information about user profiling to his part of the report.
· Also, Nathan needed to write up all of the minutes, from all of the meetings.
· We continued to improve the report, focusing on our individual parts.
Tasks for next meeting – Wednesday 7th
January 2015, 2pm outside Nelson Haden
Lecture Theatre.
 Complete report and start on presentation.
Agenda for meeting on Wednesday 7th
January 2015:
 Start creating the presentation.
Next Meeting – Wednesday 7th January 2015

Present – Izidor Talampoukas (Team Leader), Timothy Lam, Gediminas Ickys
Absent - Nathan Chiverton (Minute taker) – apologies, Nathan was ill for this
meeting.
Meeting Purpose – To complete report and start creating the presentation.
Discussions –
· Everyone had completed their part of the report. The report just needed to be put
together, with contents, appendices and title page.
· We proceeded to update our blogs/e-portfolios as this had to completed before the
deadline of midnight 8th
January.
· We also started producing our presentation.
Tasks for next meeting –Thursday 8th
January 2015, 2pm outside Nelson Haden
Lecture Theatre.
 Continue presentation and have a final draft for the report, ready to be
submitted.
Agenda for meeting on Wednesday 8th
January 2015:
 Continue creation of presentation.
Next Meeting – Wednesday 8th January 2015

Timothy Lam, Gediminas Ickys
Meeting Purpose – Finalise and submit report. Finalise presentation.
Discussions –
· Report was now completed and ready to submit
· Progress was being made on presentation; we also decided who was to contribute
to which part of the presentation.
· This was our final meeting and everything had to be completed.

CRM Design
In the homepage a name and a password will be required. The name and password and
their level of privilege will be generated in MySQL
name :
Password :
Login
− □ ᵡ

After the user is successfully logged in, the main interface will appear. This will consist of 2
lines of navigation. On first line there will be a button of the homepage, a forward and
backward button, a simple search, a minimise, restore down and close button. The second
line will consist a school, a teacher, a pupil, a parent, a leads, a newsletter, operator and IT
team button. Also there will be an instant messenger. We have decide that the messenger
will not be pop-up because it will not be user friendly and can hide information from the
operator. These 2 lines of navigation and the messenger will appear everywhere in the
CRM
On the homepage button a window of comprehensive search will appear. The forward,
backward, minimise, restore down and close buttons are self explained. The simple search
button will return results that are matching anything in the list i.e. if you search for “than”
will at least return names that are like Jonathan, Nathan. A comprehensive search will be
similar to a simple one but words on different section will have to match.
If you do a simple search or a comprehensive one results will appear like this and by clicking
on the ID you will be able to go to their profile.
← → Search
School Teacher Pupil Parent Leads Newslleter Operator I.T Team
Search
name : and
email : and
post code : and
telephone
Search
Instant messeger
∆ Home − □ ᵡ

← → Search
results
id type name
1 5467 school arthour
2 4564 parent john
3 2376 Leads peter
4
5
6
Instant messeger

2)On the school section the user can see which product the school is using e.g. learning
ladders, school explained, when the licence has started and when it will end. Where will be a
button for manual payments, a button where the operator can refer a case to the I.T team.
There will also a tick button if the school wants to receive reminders 4, 3, 2 and 1 week
before there subscription ends. We think that the company will have to respect if a client
wants to opt out. Also there will be a tick button if the school wants to receive monthly
notification for there performance. This will be generated from the overall performance of all
schools that have learning ladders and and will show of the school belongs to the top 10%
bottom 30% etc. The user will be able to see the ID number of the school, name, type,
address, town/city, postcode, county, email, telephone, number of pupils and name of
headteacher. The user will be able to register new school by generating and ID number and
filing name, address etc. and in the end clicking save. Also the user will be able to see the
classes that the school has and for each class the pupils. There will be also a section where
he will be able to see the performance of the school, the performance of each class and
each pupil. There will be a button where you will able to see all the history of the contacts
that this school made with the company. Also a bill button where all the bills will be located
and a important notes button which will be red in colour if important notes are stored.
← → Search
starts: ends: manual payment refer to I.T. reminders:
starts: ends:
ID number : Create Classes Class
Name : Class 1 Pupil 1
Type : Class 2 Pupil 2
Address : Class 3 Pupil 3
Tow n/City :
Post Code :
County :
Email :
Telephone :
Num of pupils :
Headteacher :
Performance Save Delete
School Class Pupil
average : 8 average : 8 average : 8
Subject 1 : 8 Subject 1 : 8 Subject 1 : 8
History of contacts Bills Important Notes
Instant messeger
In line: 5 Operator : Try this
1 Mr. Brown : Where to go?
2 Operator : Try that
3 Mr. Brown : OK cool
4
learning ladders □ Subscription □
school explaining □ Performance □

In case there is a significant technical issue with the school the operator will be able to refer
it to the IT team by clicking on the refer to IT button. An unique reference number will be
generated and the operator will have have to fill a description of the problem. Ones she
register the issue that will autocratically go on the schedule of the IT team.
About the manual payment there will be instances that this will be required. Ones the
payment is made a bill will be sent to the school's email and on the bill section of the CRM.
manual payment =name on card :
card number :
post code :
security number :
Pay
refer to IT= reference no :
subject :
date created :
importance :
description
Create

About the Teacher, Pupil and Parent section on the CRM same thinks apply as on School
section
← → Search
refer to I.T. reminders:
School Create Classes Class
ID Number Class 1 Pupil 1
Name Class 2 Pupil 2
Last Name Class 3 Pupil 3
Email
Class number
Telephone
School Class Pupil
History of contacts Important Notes
Instant messeger
4
Subscription □
Performance □

← → Search
ref er to I.T. reminders:
Teacher Class 1 Pupil 1
ID number Class 2 Pupil 2
Name Class 3 Pupil 3
Last Name
Email
Telephone
School Class Pupil
Instant messeger
4
Subscription □
Perf ormance □

← → Search
ref er to I.T. reminders:
Teacher Class 1 Pupil 1
Pupil Class 2 Pupil 2
ID number Class 3 Pupil 3
Name
Last Name
Email
Telephone
School Class Pupil
Instant messeger
4
Subscription □
Perf ormance □

About the leads we think that manual action will required to find important leads that's why
we have dedicated a whole section in the CRM. The operator will be able to target potential
clients by typing for example in the email section “.edu” and a list of leads that have in their
email the word .edu will appear. Then by clicking on them will able to send an email or even
a SMS to them.
← → Search
Last name School Telephone Email Tow n/City Address Postcode
□
□
□
□
□
□
□
□
Message
Send
Instant messeger
4
□All Name
SMS □ Email □

There will be a Newsletter section where the operator can send newsletter to everyone if he
clicks
All or he can chose to send only to all schools, only to all leads etc. Also he can chose to
send only to particular schools in a particular county by clicking on school County and write
the county that the schools are in etc.
← → Search
School Teacher Pupil Parent Leads
Form
Send
Instant messeger
4
All □
All □ All □ All □ All □ All □
County □ County □ County □ County □ County □
City/Tow n □ School □ School □ School □ City/Tow n □
Post Code □ City/Tow n □ City/Tow n □ City/Tow n □ Post Code □
Post Code □ Post Code □ Post Code □ Email ending□

Each operator will have an ID number. On the CRM the operator will be able to see his
performance by day and by week. Also there will be tasks that he will have to complete.
When the task is completed will be moved to “Done” section. If and email is received it will
go autocratically to the “To do” section. If the company has more than 1 operators the tasks
will be allocated randomly
← → Search
ID Number : performance
Name : date solved week solved
Last Name : 02/05/11 15 1 150
Address : 03/05/11 21 2 174
Email : 04/05/11 13 3 109
Telephone : 05/05/11 16 4 100
To do → Done
ref description type type date importance
123 email Low1-1-2011 parent parent 01/01/11 low
324 tel Medium 1-1-2011 School school 01/01/13 high
school 01/01/13 medium
teacher 01/01/12 high
Instant messeger
4
import date of not.

← → Search
ID Number : performance
Name : date solved week solved
Last Name : 02/05/11 15 1 150
Address : 03/05/11 21 2 174
Email : 04/05/11 13 3 109
Telephone : 05/05/11 16 4 100
To do → Done
ref description type type date importance
123 email Low1-1-2011 parent parent 01/01/11 low
324 tel Medium 1-1-2011 School school 01/01/13 high
school 01/01/13 medium
teacher 01/01/12 high
Instant messeger
4
import date of not.

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