Affinity Education Group — Pre-Discovery Survey

Section 01 of 08

Your Current Systems & Data Landscape

Best answered by: Technology / Data team

1. Which childcare management system(s) are currently in use across the group?Select all that apply, and note how many centres are on each in the text box

Anything to add?

2. What's the current state of the Snowflake data warehouse?

Anything to add?

3. Which systems does the Family Services / call centre team currently use day-to-day?

Anything to add?

4. Is there a telephony platform in place for the call centre?

Anything to add?

5. Are there any existing marketing tools in use?

Anything to add?

6. Are there any systems or integrations you'd consider non-negotiable for the CRM to connect with from day one?

Anything to add?

7. Is there a central identity for families across brands today, or are families recorded separately per centre/brand in each CCMS?

Anything to add?

Section 02 of 08

Enquiry Channels & Lead Flow

Best answered by: Family Services lead / Marketing

8. What are the primary channels families use to enquire?Rank by volume (1 = highest)

Channel	Rank
1800 number
Website enquiry form
Walk-in
Third-party directories
Live chat
Expos / events
Referrals

9. Roughly how many new enquiries does the group receive per month across all channels?

Anything to add?

10. When a family calls the 1800 number today, what happens?Walk us through the current steps from the call being answered to the next action taken.

Describe the full flow

11. Are enquiries currently routed to specific centres or brands, or does the central team handle all initial qualification?

Anything to add?

12. What information is captured during an initial enquiry today?

Anything to add?

13. What's the biggest pain point in the current enquiry-to-tour process?

Anything to add?

14. Are there any third-party childcare directory platforms that drive significant enquiry volume?

Anything to add?

Section 03 of 08

Site Tours & Centre Director Experience

Best answered by: Operations lead / a Centre Director

15. Who currently conducts site tours?

Anything to add?

16. How are site tours booked today?

Anything to add?

17. After a tour takes place, how is the outcome currently recorded?

Anything to add?

18. What does a Centre Director's typical day look like in terms of systems they touch?How much time on admin vs. on the floor?

Describe their typical day

19. If Centre Directors were using a CRM, what's the maximum acceptable number of steps for common tasks?

Anything to add?

20. Are there other centre-based staff who would need system access?

Anything to add?

21. How do centres manage when a Centre Director is on leave?

Anything to add?

Section 04 of 08

Waitlist & Enrolment Journey

Best answered by: Family Services / Enrolments & Occupancy team

22. How are waitlists managed today?

Anything to add?

23. When a place becomes available, how is the matching done?

Anything to add?

24. Is there any active nurture or communication with waitlisted families today?

Anything to add?

25. What does the offer-to-enrolment process look like?Typical timeframe and common reasons offers lapse

Walk through the process

26. At what point does enrolment move from a CRM concern into the CCMS?

Anything to add?

27. Are families ever enquiring or waitlisted at multiple centres simultaneously?

Anything to add?

Section 05 of 08

Multi-Brand & Marketing

Best answered by: Marketing team

28. How are the four brands managed from a marketing perspective today?

Anything to add?

29. Is there a single brand website or separate domains per brand?

Anything to add?

30. What paid channels are currently active?

Anything to add?

31. Are there existing email nurture campaigns, or is most family communication transactional?

Anything to add?

32. What's the biggest marketing challenge across the four brands?

Anything to add?

Section 06 of 08

Reporting & Visibility

Best answered by: Leadership / Technology

33. What reporting exists today on the enquiry-to-enrolment funnel?

Anything to add?

34. If you could have three dashboards tomorrow, what would they show?

Describe your ideal dashboards

35. Is there a regular reporting cadence to the board?

Anything to add?

36. How do you currently measure centre-level performance?

Anything to add?

Section 07 of 08

Post-Enrolment & Retention

Best answered by: Family Services / Operations

Lower priority for Phase 1 — but helpful to understand scope

37. What ongoing communications does the family receive once enrolled?

Anything to add?

38. Are there current processes for managing transfers, cease care, or re-enrolment?

Anything to add?

39. Is there any interface between CRM and billing for the first phase, or is billing a later consideration?

Anything to add?

Section 08 of 08

Success Criteria & Priorities

Best answered by: Project sponsors / Leadership

40. If this CRM project is a success 12 months from now, what's changed?

Describe the vision

41. Are there any absolute non-negotiables or dealbreakers?

Anything to add?

42. What's your ideal timeline for having a CRM live?

Anything to add?

43. Who are the key decision-makers and stakeholders we should engage?

List key people and roles

Thank you for taking the time. Even partial answers help us enormously.

We'll use this to structure focused, efficient discovery workshops that respect your team's time.

Survey complete.

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Affinity Education Group.Tailored to yours.

Your Current Systems & Data Landscape

Enquiry Channels & Lead Flow

Site Tours & Centre Director Experience

Waitlist & Enrolment Journey

Multi-Brand & Marketing

Reporting & Visibility

Post-Enrolment & Retention

Success Criteria & Priorities

Survey complete.

Affinity Education Group.
Tailored to yours.