Course Access and Support Requests
Support verifies payment, learner ID, and enrollment status in the LMS. Access recovery requests can go to the technical team with their activity history.
Custom Development
CRM for Online Learning Platforms
When finance can see the payment and the coordinator checks access in the learning platform, one inquiry crosses several teams. We’ll build a CRM that connects the purchased course, access decision, and learner request.
Where Payment, Access, and Support Fall Out of Sync
- Completion rates are low. Learners stop participating without anyone noticing.
- Payments, learning progress, and conversations are kept in separate systems.
- Beginners and experienced learners get the same emails and soon tune them out.
- It’s hard to know who to offer a follow-on course or upgraded access to, or when.
- Support gets overwhelmed by email and chats without priorities or case history.
From Course Purchase to Completion
These modules can be included in the project. We’ll agree on the scope and workflow rules after reviewing your processes.
Event Exchange with the LMS
Reconciliation relies on stable learner and course IDs. A repeated payment or module completion event can update the same record without creating a duplicate.
Technical Support Queue
The case is linked to the course, enrollment status, and issue type. The coordinator sees when it reached a developer and when the learner can be updated.
Additional Features
- Course Inquiries and Reasons for Declining
- The manager can link inquiries to a course, cohort, and source. If a purchase is deferred over scheduling or capacity, they record the reason and follow-up date. A new cohort can be offered to learners who agreed to be contacted.
- Allocating Seats on a Corporate Order
- The coordinator sees seats purchased, access granted, and pending invitations. When a company requests a replacement, they check progress and substitution terms. The seat is released once the change is confirmed in the LMS.
- Certificate Issuance and Corrections
- The coordinator can queue learners the LMS marks as having met the course requirements. Before issuing a certificate, they check the name and any missing results. Correction requests are linked to the previous certificate.
CRM Workflow Examples
How teams can divide responsibilities and handle exceptions after rollout.
Payment Is Confirmed but Access Is Still Pending
A learner contacts support after payment. The agent checks provisioning status and passes the case and order ID to the technical team.
The Coordinator Identifies Learners Who Need Help
An assignment deadline is approaching. The coordinator checks the latest LMS events and offers a consultation to learners who started the module but haven’t submitted their work.
What to Include in the First Release
Start with one product and one payment source. Define who fixes access failures, how repeated payment events are handled, and when access ends after a refund. Check the mapping between order and LMS user IDs before migrating history.
Once we agree on the requirements, we design the screens, build a pilot, and try it against the agreed use cases. We plan the rollout and follow-on modules with your team.
Discuss the First PhaseDevelopment FAQ
Can the CRM Receive Learning Events from the LMS?
That depends on the platform’s export or API. For launch, we’ll define the minimum events, such as course access, lesson completion, and last activity.
How Do We Distinguish the Buyer from the Learner?
The order names the payer, and access is assigned to a separate account. This supports gifts and team seat purchases.
How Do We Migrate Active Course Access and Open Orders?
We’ll match order, course, and learner IDs. During a trial import, support checks active access, refunds, and unused team seats. Ambiguous matches go to review before access changes.
What Information Do We Need for an Online Learning CRM Estimate?
We’ll map one course purchase, access provisioning, and a support case. The estimate needs sample payment and LMS data, refund rules, and support roles. Corporate orders and certificates can be estimated separately if they’re outside the pilot.
Let’s Discuss Your CRM
Tell us your industry, describe one process you want to automate, and let us know which tools your team already uses.