Customer experience gives you the freedom to design and implement your own preferred customer experience. You can create your own processes and communications to project consistently the image you want for your organisation. Processes and communications can be used for all courses, or you can implement specific designs for different locations or courses.

Define your own process for handling enquiries and registrations lets you map out your own delegate management process step by step. These steps are then followed by your sales and administrative staff as they handle each registration.

A simple usage scenario is outlined below, however it's likely you will use between twenty and thirty steps:

Example Process Step Description
Enquiry Automatically created by when an enquiry is created - whether by a customer online or by a sales agent handling a phone call or fax.

Automatically sends an email to the enquirer acknowledging the communication, and may supply information that is not available on the web site.

A place is available Confirms there is a place available for the enquirer.

Automatically sends an email to the enquirer confirming there is a place available and inviting them to registrater by clicking a link in the email.

A place is not available Records that a place is not available, and leaves it to the sales agent to negotiate an alternative course with the enquirer, or lets them record that the enquirer wants to be kept on the waiting list in the enquiry notes.
Registration Automatically created by when a registration is taken - whether by a customer online or by a sales agent handling a phone call or fax.
Paid Records payment, along with any payment reference, Purchase Order etc.
Joining Instructions Initiated by the course administrator, this single step automatically:
  • Sends the Joining Instructions, along with a soft copy of the pre-course reading, to the customer.
  • Sends a further email (with shipping instructions) to the printer to despatch the relevant books to the customer.
Evaluation Initiated by the course administrator after the course, this step sends a personalised email thanking the customer for attending the course and invites them to complete an online evaluation form.


Design personalised communications includes sophisticated email template features that let you create attractive, professional emails personalised with relevant information about the customer, your sales agent, the course, the venue and more. The email templates are created in HTML (a simple HTML editor is incorporated in the software) and can include:
  • Attractive layout - e.g. two-column format, background colours, headings, images and much more
  • A personalised introduction (e.g. Dear John) using information from the database
  • Any standard text you wish to include - e.g. Thankyou for registing, we appreciate your business
  • Information about the course, using information from the database - e.g. The course starts on Monday 12 November
  • File attachments - e.g. A Microsoft Word document, a PDF
  • Links to content on your website
  • A professional signature including your logo

These personalised communications can be made to look very professional, and contribute a lot to the impression your customers have of your service.

Define automated steps lets you include links in your outgoing emails that trigger an automated process after a recipient clicks them. This feature can be very useful when for example you wish to have a customer acknowledge receipt of the Joining Instructions - when the customer uses the link you provided in the outgoing email can automatically process the acknowledgement and update the history and notes in the customer records. can even follow-on from one automated action to others - e.g. you could define an automated process that when a customer acknowledges receipt of the books in their Joining Pack the trainer is automatically sent an email with contact information for the customer so they can phone an introduce themselves and explain the level of preparation that is appropriate before the course.

These sorts of interactions are possible among any parties connected with a particular course.

See what's going on

Each step in your process can be incorporated in the summary view for each course. This view lets you see at a glance where each delegate is at in the process - the dashboard that lets you see what work remains.

Notes your administrators and sales agents record against each registration can be accessed easily, so anyone can quickly understand the history and any commitments made between the customer and your organisation.