How to Create Leads?

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Step 1: Login to MCB with Login Credentials.Step 2: Select Admissions on the dashboard and you will be directed to the Admissions page. (Organization Level)

Step 2: Select Admissions on the dashboard and you will be directed to the Admissions page. (Organization Level)

Step 3: Select “ Leads” in the top bar and choose “Manage Leads”.

Step 4: Click on ADD.

Step 5: Select the Academic Year & Enter the mobile number then click on Continue & click on Continue to create New.

Step 6: Keep entering all the details as displayed & click on Save Lead. Lead is created successfully

For Uploading Leads:

Step 7: Click on manage leads & Click on Upload Leads.

Step 8: Click on File Format then open the file & enter all the details & save the file with the extension .csv. Follow the instructions correctly while entering the data into the file.

Step 9: Select the Academic Year, contact Source & branch then upload the saved file & click on Validate File & then click on upload.

To check Whether the Lead is created or not

Step 10: Click on manage leads & Select the all the details such as Academic year, Contact of sources, lead type as “Lead Created”, branch & date then click on GET.

Step 11: Created Leads Data is displayed.

How to Assign Leads?

mcbhelp Leads

Step 1: Login to MCB with Login Credentials.Step 2: Select Admissions on the dashboard and you will be directed to the Admissions page.

Step 2: Select Admissions on the dashboard and you will be directed to the Admissions page.

Step 3: Select “ Leads” in the top bar and choose “Assign Leads to CCE Agent”.

Step 4: Before assigning the leads we have to create an agent. Click on “Create Agent”

Step 5: Click on Create User then enter all the details & click on save. The agent is Created successfully.

Step 6: Select the Academic year, Branch, Contact source & Date & click on Get. we will get the Created Leads Information.

Step 7: Click on the Checkbox which you want to assign the leads to the Particular Agent. Select the Agent which you created & click on Assign.

To check Whether the lead is assigned or not

Step 8: Login MCB with Agent login Credentials

Step 9: Select Admissions on the dashboard and you will be directed to the Admissions page.

Step 10: Select “ Leads” in the top bar and choose “Assigned Leads”.

Step 11: Select the year Academic year & Assigned Leads will be displayed

Agent Follow-up Details:

Step 12: Click on Lead assigned & If the child is Interested to Select the Status as “Interested/Walk-in”. Select the next follow update & Assign Student to BDM Head & click on Save.

a)If Child is Interested:

Note: Create BDM head User.

Step 13: Click on Interested/Walk-in, Interested/Walk-in students data will reflect

Step 14: Login MCB with BDM HEAD login Credentials

Step 15: Select Admissions on the dashboard and you will be directed to the Admissions page.

Note: Before assigning the leads to counsellors we have to Create Counsellors. (How to create Counsellors: Login MCB with Admin Login credentials → Click on HR→ In staff Details, click on Create Staff Details→ Select the Branch & Click on ADD Staff → Keep Entering all the detail, Select the Access level as “FRONT OFFICE”& then save)

Step 16: Select “ Front Office” on the top bar and choose “Assign Leads to counsellors”.

Step 17: Select the Academic year, Branch, Type as Lead Created & date then click on Get. Created Leads data will be displayed. Select the lead which you want to assign to Counsellors click on checkbox & Select the created counsellor & Click on assign.

Step 18: After Assigning the leads to counsellors, directly an Enquiry is created for the leads.Login MCB with admin Logins. Click on Admissions & Click on Enquiry Form. Select the Academic year, Status & enquiry dates click on Get. Leads data will be reflected here.

b) Child is not Interested:

Step 20: Click on Lead assigned & If the child is Not interested to Select the Status as“Not Interested”. Enter the remarks & then save.

Step 21: Click on Not Interested, Not Interested students data will reflect.

How to Re-assign the Leads?

mcbhelp Leads

Step 1: Login to MCB with Login Credentials.

Step 2: Select Admissions on the dashboard and you will be directed to the Admissions page.

Step 3: Select “ Leads” in the top bar and choose “Re-Assign Leads”.

Step 4: Select the Academic year, branch, contact source & status then click on get. Click on checkbox & Select the agent & Click on assigned. Our Lead is assigned Successfully.

Step 5: Follow the above same steps after lead the assigned to the agent.

Service Request-User Manual

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Create Service Requests

Parent concern set up can be made only from system admin login.

Parent concern that is submitted by a parent is handled in 3 level escalation metric.

Level 1 – Class teacher and Owner at branch level – either of them can provide resolution to the concern and close it.

Level 2 – Principal – if a parent doesn’t satisfy with the resolution provided at level 1, he can escalate it. The first escalation comes to the principal. The principal needs to provide a resolution and close it.

Level 3 – Zonal head – if a parent doesn’t satisfy with the resolution provided by the principal too, then the parent can escalate it. The second escalation comes to a zonal head. Zonal head needs to provide the resolution and close it. At this point, the parent will not be able to escalate the ticket anymore.

Over and above, system admin has right to open the closed concerns. Then the concern will be open for everybody right from level 1.

Email Communication:

Raise a concern – Class teacher and owner at branch level receive an email with the concern details.
First escalation – Principal receives an email with the concern details along with the resolution provided by level-1.
Second escalation – Zonal head receives an email with the concern details along with the resolution provided by level-1 and level-2.

Parent: the parent will receive an email as and when there is a change in the status of the concern at any level.

To create the categories and set the owners to the categories, pls follow the steps below.

Step 1: Login and choose Others module

Step 2: Go to Service requests menu and choose to create service request option from the drop-down.

Step 3: To create category click on add service

Step 4: Add service Name, description, choose user type and username to be held responsible at the organization level, email, mobile number and click on save. Repeat the same to create any number of categories.

Step 5: To delete the owner at the organization level, click on delete icon[highlighted below].

Step 6: Along with the class teacher if anyone else to be made responsible to close the concerns at the branch level, click on Assign Branches to users option.

Step 7: Choose branch, type as students related and click get to generate the list of categories and assign owners at the branch, click Assign button.

Step 8: You can assign the owner using user login or the staff login.

Step 9: If you are using user type, enter user type and click on fetch. It will display the details and option to assign the user as owner. Click on the option Make this as Owner.

If you are using staff login to assign, choose staff option and criteria with which you would like to search the user, enter the details in the search box and click on search. It will display the details and option to assign the user as owner. Click on the option Make this as Owner.

With this, parent concern categories creation and setup of the owners are done. To put it to use, add parent concern form link to the parent login.

View Concerns

Parent Login:

Submitting the concern form from parent login, please follow the below steps

Step 1: Login and Click on Parent Concern Form tab

Step 2: Click on Submit A Concern buton

Step 3: Select Concern Category, Write the description in Details of the Concern, Attach files if any and click on Submit.

Step 4: Once the concern is submitted, the parent can view the status of the concern.
If the Parent is satisfied with the resolution provided by the school, he can close the concern permanently.
If the parent is not satisfied with the resolution given by the school, the concern can be escalated to the next level.
Please follow the steps below to close or escalate.

To close the concern:

a) Click on Reference No which is in the blue colour text.

b) Click yes against the column “Are you satisfied” and submit to close the concern permanently.

Escalate the concern:

a) Click on Reference No which is in the blue colour text.

b) Click No against the column “Are you satisfied”, chose the reason and enter the reason in remarks column and click on Submit.

Note: Parent can escalate the concern in 2 cycles.

Cycle 1: Parent views the resolution provided by the Class teacher or the concerned person at school. If a parent doesn’t satisfy with the resolution, he can escalate the concern to the principal.
Cycle 2: If the parent doesn’t satisfy with the resolution provided by the principal, it can be escalated further to the zonal head.

Teacher Login:

Step 1: Login and click on Others on the menu bar

Step 2: Choose View Parent Concerns

Step 3: Select Class, section and click on get. Find two tabs named view and action. View tab shows a list of concerns to understand the progress. Action tab shows the list of concerns on which class teacher can act upon.

Step 4: To provide resolution and change the status of the concern, Click on Reference No which is in the Blue colour text.

Step 5: Change the status and fill the resolution against the Response from the school field. Click on submit.

Step 6: The teacher can view the status and concern details and resolution provided.

Note: Teacher can change the status of the concerns as follows

1. In process – This status doesn’t allow the parent to escalate the concern to the next level.
2. Close – This status allows the parent to escalate the concern to the next level with the detailed explanation. Once the ticket is changed to close, the teacher cannot act on the concern except viewing the progress.
3. Open – This status doesn’t allow the parent to escalate the concern to the next level.

Principal Login:

Step 1: Login and choose Others module

Step 2: Click on View Concerns on the menu bar

Step 3: Select status, dates and click on get to view the concerns. Find two tabs named view and action. View tab shows the list of concerns to understand the progress. Action tab shows the list of escalated concerns on which principal needs to act upon. Export the concerns details all at a time by clicking on the Excel icon which is placed [ Icon highlighted below ].

Step 4: To provide resolution for a concern, click on reference no which is in blue colour. A new window will get opened where you can give the remarks and change the status of the concern.

Note: The concerns which are closed by the principal with a resolution can be escalated to the next level [zonal head] by the parent. Once the concern is closed by principal cannot be opened.

Zonal Head Login:

Step 1: Login and choose Others module

Step 2: Click on View Concerns on the menu bar

Step 3: Select status, dates and click on get to view the concerns. Find two tabs named view and action. View tab shows a list of concerns to understand the progress. Action tab shows the list of escalated concerns on which zonal head needs to act upon. Export the concerns details all at a time by clicking on the Excel icon which is placed [ Icon highlighted below ].

Step 4: To provide resolution for a concern, click on reference no which is in blue color. A new window will get opened where you can give the remarks and change the status of the concern.

Note: The concerns which are closed by the zonal head with a resolution cannot be escalated to the next level further by a parent. Once the concern is closed by zonal head cannot be opened in his/her login.

Any closed ticket can be opened again from system admin login only.

System Admin Login:

To view the concerns and provide resolutions by the system administrator itself, pls follow the steps below.

Step 1: Choose view concerns option under Service Requests menu

Step 2: Select branch, dates and click on get to view the concerns.

Step 3: To provide resolution for a concern, click on reference no which is in blue color. A new window will get opened where you can give the remarks and change the status of the concern.

Step 4: To view the status/history of the concerns, click on view concerns link, select the options. The report can be exported to excel.

Service Request Analysis?

The Service analysis gives you a comprehensive report on following areas in the selected dates range

1. No of tickets raised
2. No of tickets in “open”
3. No of tickets in “ In Process”
4. No of tickets “Closed”
5. No of tickets “reopened”
6. No of escalated tickets
7. Average days to resolve the concerns

To generate the report, pls follow the steps below

Step 1: Choose “Service Request Analysis” from the Service Request menu.

Step 2: Select Location, Branch, Concern categories, choose the dates range and click on Get.

Step 3: Report can be printed or exported to Excel by choosing the respective icon.

How to view Concerns?

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Parent Login:

Submitting the concern form from parent login, please follow the below steps

Step 1: Login and Click on Parent Concern Form tab

Step 2: Click on Submit A Concern buton

Step 3: Select Concern Category, Write the description in Details of the Concern, Attach files if any and click on Submit.

Step 4: Once the concern is submitted, the parent can view the status of the concern.
If the Parent is satisfied with the resolution provided by the school, he can close the concern permanently.
If the parent is not satisfied with the resolution given by the school, the concern can be escalated to the next level.
Please follow the steps below to close or escalate.

To close the concern:

a) Click on Reference No which is in the blue colour text.

b) Click yes against the column “Are you satisfied” and submit to close the concern permanently.

Escalate the concern:

a) Click on Reference No which is in the blue colour text.

b) Click No against the column “Are you satisfied”, chose the reason and enter the reason in remarks column and click on Submit.

Note: Parent can escalate the concern in 2 cycles.

Cycle 1: Parent views the resolution provided by the Class teacher or the concerned person at school. If a parent doesn’t satisfy with the resolution, he can escalate the concern to the principal.
Cycle 2: If the parent doesn’t satisfy with the resolution provided by the principal, it can be escalated further to the zonal head.

Teacher Login:

Step 1: Login and click on Others on the menu bar

Step 2: Choose View Parent Concerns

Step 3: Select Class, section and click on get. Find two tabs named view and action. View tab shows a list of concerns to understand the progress. Action tab shows the list of concerns on which class teacher can act upon.

Step 4: To provide resolution and change the status of the concern, Click on Reference No which is in the Blue colour text.

Step 5: Change the status and fill the resolution against the Response from the school field. Click on submit.

Step 6: The teacher can view the status and concern details and resolution provided.

Note: Teacher can change the status of the concerns as follows

1. In process – This status doesn’t allow the parent to escalate the concern to the next level.
2. Close – This status allows the parent to escalate the concern to the next level with the detailed explanation. Once the ticket is changed to close, the teacher cannot act on the concern except viewing the progress.
3. Open – This status doesn’t allow the parent to escalate the concern to the next level.

Principal Login:

Step 1: Login and choose Others module

Step 2: Click on View Concerns on the menu bar

Step 3: Select status, dates and click on get to view the concerns. Find two tabs named view and action. View tab shows the list of concerns to understand the progress. Action tab shows the list of escalated concerns on which principal needs to act upon. Export the concerns details all at a time by clicking on the Excel icon which is placed [ Icon highlighted below ].

Step 4: To provide resolution for a concern, click on reference no which is in blue colour. A new window will get opened where you can give the remarks and change the status of the concern.

Note: The concerns which are closed by the principal with a resolution can be escalated to the next level [zonal head] by the parent. Once the concern is closed by principal cannot be opened.

Zonal Head Login:

Step 1: Login and choose Others module

Step 2: Click on View Concerns on the menu bar

Step 3: Select status, dates and click on get to view the concerns. Find two tabs named view and action. View tab shows a list of concerns to understand the progress. Action tab shows the list of escalated concerns on which zonal head needs to act upon. Export the concerns details all at a time by clicking on the Excel icon which is placed [ Icon highlighted below ].

Step 4: To provide resolution for a concern, click on reference no which is in blue color. A new window will get opened where you can give the remarks and change the status of the concern.

Note: The concerns which are closed by the zonal head with a resolution cannot be escalated to the next level further by a parent. Once the concern is closed by zonal head cannot be opened in his/her login.

Any closed ticket can be opened again from system admin login only.

System Admin Login:

To view the concerns and provide resolutions by the system administrator itself, pls follow the steps below.

Step 1: Choose view concerns option under Service Requests menu

Step 2: Select branch, dates and click on get to view the concerns.

Step 3: To provide resolution for a concern, click on reference no which is in blue color. A new window will get opened where you can give the remarks and change the status of the concern.

Step 4: To view the status/history of the concerns, click on view concerns link, select the options. The report can be exported to excel.

How to view service Request analysis?

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The Service analysis gives you a comprehensive report on following areas in the selected dates range

1. No of tickets raised
2. No of tickets in “open”
3. No of tickets in “ In Process”
4. No of tickets “Closed”
5. No of tickets “reopened”
6. No of escalated tickets
7. Average days to resolve the concerns

To generate the report, pls follow the steps below

Step 1: Choose “Service Request Analysis” from the Service Request menu.

Step 2: Select Location, Branch, Concern categories, choose the dates range and click on Get.

Step 3: Report can be printed or exported to Excel by choosing the respective icon.