The Challenge: Repetitive Queries and Inefficient Support

At Walnut Schools, the communication team faced significant challenges in managing parent interactions. With numerous parents writing in with common queries, the team found themselves repeatedly sending the same information over and over again. This repetitive task consumed valuable time, leaving them with less capacity to address more complex issues.

Furthermore, the communication team had limited access to student and parent details in real time. When parents reached out with queries, the team had to sift through various systems like the CRM and SIS to gather background information. This process was time-consuming and inefficient. Additionally, incidents mentioned in communications often required input from multiple team members, leading to delays and missed responses. This lack of streamlined communication created friction between the school and parents, affecting overall satisfaction.

The Solution: Frappe and ERPNext to the rescue

To resolve these challenges, Walnut Schools turned to Frappe and ERPNext Helpdesk and Wiki integration. By customizing the helpdesk solution via the Unity transformation, we were able to transform the school’s communication process into a streamlined, automated system that allowed the communication team to focus on providing timely and personalized responses.

Key Features of the Custom Solution

1. Automatic Guardian and Student Details Lookup
   Now, whenever a registered guardian writes to the school, the helpdesk automatically retrieves relevant information such as:
   • Guardian details
   • Student information (including siblings)
   • Class, fee status, and more
     This reduces the need for the communication team to manually search through systems, saving time and ensuring that they always have up-to-date information at their fingertips.
2. Previous Communication History Integration
   The system automatically pulls up previous communication tickets, ensuring that the communication team has full context for each query. This capability significantly improves the quality of responses, as the team can avoid repeating information and focus on resolving issues efficiently.
3. Efficient Ticket Assignment with Defined SLAs
   With Unity ERP’s customized workflow, tickets are assigned to appropriate team members based on predefined Service Level Agreements (SLAs). This structured approach ensures that no ticket goes unanswered and that responses are timely, reducing delays and improving overall response quality.
4. Centralized Knowledge Base with Wiki Integration
   Unity ERP’s Wiki functionality enables the communication team to create a centralized knowledge base, housing helpful links and documents. This means that the team can quickly respond to common queries with relevant resources, further streamlining communication and reducing repetitive manual tasks.

The Impact: Streamlined Communication and Happier Parents

The customization of Helpdesk and Wiki systems has had a profound impact on Walnut Schools. With a unified platform that automates the lookup of guardian and student details, as well as previous communications, the process of handling queries has been greatly simplified.

Benefits to the Internal Team
The communication team at Walnut Schools now enjoys a more efficient workflow, allowing them to focus on providing thoughtful, well-informed replies. With the SLA-driven ticketing system, there’s greater accountability, and the team can easily track response times and outstanding tickets. This has significantly reduced the time spent on searching for data and coordinating between multiple departments.

Benefits to Parents
Parents, too, have experienced a marked improvement in their communication with the school. They no longer have to wait for responses that lack context or clarity. Thanks to the automatic ticket enrichment and the quick access to relevant links via the Wiki, parents receive comprehensive and tailored responses, resulting in a smoother, more satisfying experience.

Overall Experience
By integrating the Helpdesk and Wiki features into the school’s communication processes, Walnut Schools has succeeded in creating a hassle-free experience for both internal teams and parents. The communication process is now more responsive, more efficient, and more personalized—leading to improved relationships with parents and smoother school operations.

Testimonial:

“We cannot imagine a day without using Helpdesk where we get access to all the information we need without going all over the system.”
— Monika Bhure, Customer Success Head

Conclusion: A Seamless and Streamlined Communication Solution

Using the Frappe and ERPNext helpdesk solution, Unity ERP has completely transformed the way Walnut Schools handle parent communication. The customization has not only made the process more efficient but has also allowed the school to provide a higher level of service to its parents. With automated ticket enrichment, context-aware communication, and a centralized knowledge base, the school has created a streamlined system that benefits both the internal team and the parents. The result is a hassle-free experience that aligns perfectly with Walnut Schools’ commitment to providing exceptional service.

This is just one example of how Unity ERP’s tailored solutions can help educational institutions address their unique challenges, providing a seamless, efficient, and supportive environment for all stakeholders.

Contact us to know more about how we can help your educational institution increase admissions and improve your brand.