One handset at the desk and four private ones beside it
During an intake the front-desk phone carries fee questions, batch timing questions, document photographs and a steady stream of wrong-centre enquiries meant for the other branch. There is no owner, so a message is either answered twice or not at all, and nothing is attached to the enquiry the counsellor is working on the other screen. The admissions head has no way to see what is unanswered without picking up the phone herself.
The bigger loss shows in August. A counsellor hired for the season leaves, and the conversations she ran, every fee plan she quoted and every promise she made about an instalment, leave on her handset. The family that returns next year to ask about the next batch is met by somebody starting from nothing, which is exactly the conversation a competitor down the road does not have to have.
Every conversation owned, visible and left behind on purpose
One institute number feeds a shared queue where each conversation carries an assigned counsellor, an enquiry record and a first-response clock. Assignment follows rules you set, whether that is round robin among the counsellors on duty or routing by the centre the family asked about, and an open conversation is marked in progress so two people do not reply to the same parent. Internal notes let an admissions head drop the agreed instalment position into a thread before a junior answers, and reassigning a departing counsellor's conversations is a bulk action rather than an archaeology project.
More on the capability itself: Shared Team Inbox. More on this industry: CRM for coaching institutes.
An evening on the enquiry number during intake
Between seven and ten at night the number takes forty messages.
- 1Each message opens or attaches to an enquiry, and routing sends it to the counsellor covering that centre and course.
- 2The queue view sorts by longest unanswered, so the parent waiting fifty minutes is visible without anyone scrolling a chat list.
- 3A fee question is answered from the thread after the admissions head notes internally what was already quoted to that family.
- 4Anything still open at closing is reassigned to the morning shift with the full history attached, so nobody asks the parent to repeat the question.
₹899/user/month + GST on annual billing, billed in INR with a GST-compliant invoice. ₹1,099/user/month + GST if you would rather pay month to month. The free plan carries one user and 200 leads and does not expire.
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Questions teams ask
Put your own week through it
Import last month's enquiries and replay them through this workflow. It takes an afternoon and tells you more than a demo will.