Richmond Montessori School
Turning an inbox waitlist and missed calls into a tracked pipeline that never drops a family.
01 · Problem
What wasn't working.
Prospective-family inquiries came in by phone and email and lived wherever they landed: a voicemail, someone's inbox, a sticky note. When the front office was teaching, mid-tour, or simply off for the day, calls went unanswered and inquiries sat unread. For a school where enrolment is the whole game, every missed call was a family that might not call back.
02 · Solution
What we built.
We rebuilt intake around two pieces. First, the waitlist now flows straight into a tracked spreadsheet the moment an inquiry comes in, so every family has a row, a status, and a next step instead of living in a message thread. Second, an AI voice receptionist answers the phone when the front office can't, captures the family's details, answers common questions, and logs the inquiry into the same pipeline.
03 · Outcome
What changed.
- Every inquiry lands in one tracked list, not scattered across inboxes and voicemails
- Calls get answered after hours and during the school day, even when staff are busy
- No parent call or waitlist inquiry falls through the cracks