The Bromcom Customer Success service provides one-to-one support to Bromcom customers who have purchased technical support from Bromcom.
We know that most users learn by doing and need extra support to help get the benefits of Bromcom, particularly when they start using the system in a real-world environment. Your Customer Success Manager (”CSM”) can support this additional learning.
Each Primary School is entitled to two free phonecalls and each Secondary Phase school is entitled to four free phonecalls.
Implementation Phase
Your CSM will usually attend the Discovery meeting where you book in the training and migration dates. They’ll answer questions about the right training plan for your schools and go live scope.
Once live, you’ll receive transition support from the point the system is handed to you, as well as Helpdesk support, and access to the Bromcom Community. Below is a suggested schedule for using your transition calls. Your assigned CSM will agree the schedule with you on the first ‘phonecall.
Transition Phase
Go live transition support – Primaries
Go live day
- ‘Go live’ support. This first call takes place after the live system is handed to you, either to help you finish the setup or on go-live day itself – we’re led by you. This call covers your standard configuration and set up (see go-live checklist) and any pressing issues for go-live. We’ll also talk you through how to use the support desk.
Weeks 1-2 after go live
- Attendance and building reports. Reminder session on using Today’s Missing Registers, Manage Attendance Page and Watchlists/Absentee Lists. Building any custom reports – ad hoc reports, webmerge reports, table reports – or running through our out-the-box reports, particularly quick reports. Feel free to send us the reports you would like to build in advance of the call.
Go live transition support – Secondaries
Go live day
- ‘Go live’ support. This first call takes place after the live system is handed to you, either to help you finish the setup or on go-live day itself – we’re led by you. This call covers your standard configuration and set up (see go-live checklist) and any pressing issues for go-live. We’ll also talk you through how to use the support desk.
Weeks 1-2 after go live
- Second go-live support call. Can be used as the school wishes to be pick up any immediate pressing issues or run through any areas they’re unsure on.
- Building reports. This call can be used for building any custom reports – ad hoc reports, webmerge reports, table reports – or running through our out the box reports, particularly quick reports. Feel free to send us the reports you would like to build in advance of the call.
- ‘Spare’ call. Use for key events, which will vary depending on the time of year eg End Of Year 1-2-1, Census Return 1-2-1.
Post Transition Phase
Once your transition support has ended, those customers who have purchased the premium CSM service will get continued support from their CSM through quarterly check in meetings.
All customers will receive an annual check-in phonecalls from Bromcom’s Customer Relations Team. Any feedback or actions are assigned back to your CSM.
All Academy Trusts and Local Authorities are also assigned a named Relationship Manager. If you are unsure who your relationship manager is, please email Sales@bromcom.com.