Tracking Follow-up Calls in Zoho CRM

Keywords: calls module, follow ups, open activities, close activities, urgent, non urgent, private, payment, trial, non urgent

---

We monitor all interactions and tasks related to each lead or program to ensure that our students are fully supported every step of the way.

The Student Support Specialist is responsible for maintaining accurate CRM records, following up with leads and students until they either complete payment or their concern is fully resolved.

Watch the video below to learn how to properly track and manage follow-up activities in CRM

Disclaimer:

This video was recorded some time ago, so you may notice references to tools we no longer use, such as Signal and the old Masterlist. However, it's still important to watch as it captures principles of effective follow-ups and highlights some key details we check and consider when handling them.

Video by Louise :)

Follow up calls classifications (listed from highest to lowest priority):

1. Reminder – These are urgent and must be handled within the same day

2. Payment – Follow-ups related to payment completion

3. Trial – Leads or students scheduled for a trial class

4. Private – Refers to inquiries or follow-ups about private lessons

5. No classification or follow ups starting typically with the word "Did" (e.g., "Did he reply?") are considered Non-urgent

   
   

   

   Calls Module in CRM

How to set up Follow-up Reminders for Payment Plans (Video)

• After setting up a student's payment plan, make sure to send them an email and give them the breakdown.

• Here's a sample email, you can use it as a guide: Subject: Payment Plan Arrangement: 2025S5 Bachata 101 Sundays & Salsa 101 Mondays " Hi Michael,

  I hope you’re doing great! Here are the details of your payment plan for:

  2025 S5 Bachata 101 (Sundays) and 2025 S5 Salsa 101 (Mondays).

  
  

  You’ve chosen the 4-payment plan option, with payments charged automatically every two weeks. Each charge already includes the 3% card processing fee from the bank, and the total amount shown below covers both programs combined.

  
  

  Payment Schedule:

  • 1st charge: $275.01 – November 3, 2025 (PAID)

  • 2nd charge: $275.01 – November 17, 2025

  • 3rd charge: $275.01 – December 1, 2025

  • 4th charge: $275.01 – December 15, 2025

  
  

  All payments will be processed automatically using your saved card. If you ever need to update your payment method, just let us know before the next charge date.

  
  

  Thank you, and we’re excited to have you in class!

  
  

  Best,

  Anna Jaugan

  Movers and Shakers Salsa and Bachata Dance Academy

  +1 310 598 1852"

Frequency of follow-up messages

Follow ups are important. Even if prospects are non-responsive or slow to respond, remember they reached out because they want to learn!

The goal is to eventually get a clear yes or no. "No" is okay! We just want authentic, clear communication so we know when to stop following up.

Rules of thumb for following up:

Start more frequently, then less frequently over time. (Ex. After 2 days, then 7 days, then 14 days and then depending on the context, sometimes after a month)

Use authentic urgency whenever possible (see tools in Communicating with Students)

Break patterns.

For example, a follow up every 2 days may get a lead in the habit of ignoring you. However, a follow up after 2 days, then again after 7 days, doesn't allow a pattern to form. Avoid being pushy, but also avoid being forgotten.

Be strategic and flexible! 💡

There is no exact formula for cadence of follow ups. Adjust for the conditions of that individual and that moment in time.

---

Updated: October 29, 2025

By: SS Anna :)

BACK TO HELP CENTER HOME