Capturing abandoned application attempts

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  • Calvin Young

    Definitely would support this.

    @Nikki, would you mind sharing your workarounds?

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  • Nikki Beynon

    Sure Calvin.  (Note: This workaround relies on you having the system message ‘Enrolment Resumption’ enabled).

    Search Contacts (top nav) --> Recent (depending on your application volume and how often you run this workaround). Then either…

     

    AT A GLANCE

    --> examine your search results for anyone who hasn’t got data in the ‘suburb’ or ‘mobile phone’ column/s. (They tend to be the people who haven’t progressed beyond providing their email and name). Then you manual search to see if they progressed to cohort enrolment. **This is imperfect since it might miss someone who abandoned after providing those data, but it's good for at-a-glance.

     

    MORE RELIABLE WAY

    • scroll down to the bottom of the search results page bottom REFINE SEARCH RESULT (search by)
    • choose NOTES
    • use the search term ‘incomplete’ in the NOTES TEXT field and add relevant date range that you're interested in
    • Run the search
    • Make a cuppa
    • View results

    This returns a list of people who have received (at any stage) the system message called ENROLMENT RESUMPTION (if you have it enabled) which has the text ‘your application was incomplete’ in it.

    The final stage is a manual ruling-out stage. We open every one to see whether:

    - they're now showing in a cohort (ie: they finalised their application/enrolment) - nothing further required

    - they never finalised application (abandoned carts) - reach out to offer help

    - they THINK they finalised (because we can see a signature uploaded against their record which is the final stage of application) but they aren't appearing in our application list. These between-the-cracks people are a bonus because without this we may not discover them until after it is too late to enrol and our courses only run annually.

    Hope that's clear enough to experiment with, Calvin.

     

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  • Mark Gilmore

    Hi Nikki and Calvin

    Thank you for your contributions; and thanks for sharing your workaround!

    It may be easier to use a Contact Details - Warehoused report instead. This way you can save and/or automate the report to yourself (using Workflow).

    You can see my suggested filters below:

    In a perfect world it would be automated but at a minimum an RTO may wish to be able to report on completion vs. abandon rate (re: applications).

    Nikki, could you confirm how you would see the "automated" version of this working?

    Kind Regards
    Mark

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  • Nikki Beynon

    Hi Mark - a workflow of a report such as you've shown would be ample 'automation'. Just something we could run semi-regularly to pick up any lost souls. I guess we'd just need some kind of confidence that it was finding all the empty-carters.

    Your suggestion looks simple, however, I don't have an option for filtering by note type 'Incomplete Online Booking' - does it require a particular permission? 

    Thanks

    Nikki

     

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  • Calvin Young

    Thanks for the input Mark and thanks for sharing your insights Nikki.

    I tried Marks way a few months ago and gave up because it didn't work for me. The reason it didn't work for me, and perhaps the same reason it hasn't worked for Nikki, is because you can't specify the note type for enrolment resumption emails.

    You'll notice in the screenshot below that our resumption email has a note type of System Generated Note

    I asked aXcelerate if we could change the note type and this was the response at the time:

    "Unfortunately, it is not currently possible to set a note type against the contact notes created for the enrolment resumption link."

    @Mark, any other thoughts to achieving this?

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  • Nikki Beynon

    I have been able to *specify* it but it doesn't return any results for same reason, Calvin. This from Brad S - "The note type for Resumption Links will always be added into a contact profile as "System Generated Note" which makes it very difficult to be able to search for this in the system using a report."

    So we moved away from using reports and hunted for another way to the data we need. The 'incomplete' workaround is, at least, identifying genuine abandoned-carters for us to reach out to.

    I've seen the 'incomplete online booking' dropdown referenced in the help documentation and have been wondering where it's lurking. Will sit tight and see.

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  • Mark Gilmore

    Hi Calvin and Nikki

    Thanks for clarifying that the functionality does not currently add the specific note types. I wasn't aware of this, and had actually just created a new note type manually for the purpose of my screenshot above.

    I've raised this with our team and it should be a change we can make. I can't currently provide an ETA however I will keep everyone in the loop once we have space to schedule this into a development sprint.

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