The SEN Expert
The SEN Expert had a manual booking system and no structured follow-up process. We implemented a CRM with automated booking and payment for paid advice calls, reminder sequences to reduce no-shows, email marketing targeting corporates, parents, and schools, and a paid webinar system.
Challenge
The SEN Expert provides specialist SEND (Special Educational Needs and Disabilities) advice to parents, schools, and corporate businesses. They already had a one-page website and an online booking system for paid advice calls, but follow-up was entirely manual. No-shows were a significant problem, with people booking a paid advice call and simply forgetting about it. The admin overhead of chasing confirmations, sending reminders, and rebooking missed appointments was taking up time that should have been spent on advisory work.
Solution
We implemented a CRM system that handles booking and payment for advice calls in a single step. Automated reminder sequences were set up to reduce no-shows, so clients receive confirmations and reminders without any manual effort. We then expanded into email marketing, targeting three distinct audiences: corporate businesses that need to understand the SEND implications for their employees, parents with children who have SEND needs, and schools that need to be compliant with government legislation. Claire, who runs The SEN Expert, also has other advisors who handle advice calls, allowing her to focus on driving strategy and putting plans together for schools and corporates. Most recently, we launched a paid webinar system through the CRM with automated sign-up, email outreach to qualified leads, and reminder sequences.
Impact
No-shows have decreased significantly thanks to automated reminders, saving the team from constant rebooking and follow-up. The move from manual processes to an automated system has been a massive time saver across the board. The webinar system means Claire can reach a wider audience with less effort, and email marketing keeps The SEN Expert top of mind across all three audience segments. Claire can focus on delivering expert advice and growing the business, rather than managing admin.