Our Customer FAQ’s offer helpful insights from others on the same journey. We have divided the questions into the following sections;
Project Scope
Q: Do we have to go live on the date indicated in the plan if we are not ready?
A: No, if having reviewed the situation, in conjunction with your Bromcom Onboarding Manager, it is felt that going live on the planned date would risk a smooth transition, then Bromcom will support your decision to push the go live back, to a more suitable time. We encourage regular conversation throughout the project and indication of any issue at the earliest opportunity.
Q: Why do projects typically struggle to achieve a successful go live and transition into business-as-usual operations?
A: To increase the chances of a successful transition into using Bromcom as part of your school’s daily operations, it is essential to ensure that the appropriate time and resource is allocated at the project stage. It is fundamental that all stakeholders are exposed to the training on offer, and that they have sufficient time to complete it. It is also critical that your project team execute sufficient checks on the migrated data and pay attention to configuring the system ahead of go live, ensuring that all relevant third parties are set up, so from day one, the data can flow to other linked systems.
Q: What type of project roles should we ensure we have allocated to our team?
A: It is vital that any project has the correct personnel, and they are clear on their responsibilities. We stipulate that a project team as a minimum should have a Project Lead and a Project Sponsor, and that these two roles are NOT adopted by the same person. We would also strongly recommend that a team comprises of a Technical Lead, a Training Lead, a Finance Lead (if Finance is included in the project), a Testing Lead and then appropriate data/functionality SMEs (Subject Matter Experts), for example, an attendance officer, an examinations officer, a TimeTabler etc. For further clarity, don’t hesitate to discuss this with your Bromcom Onboarding Manager
Training and Guidance
Q: Can I view a training calendar for the month ahead to help plan my schedule?
A: You can access the training calendar using the following link Training Calendar
Q: How do we identify the appropriate training for our staff?
A: Please use the links below to access our Role-Based Training Plan, which outline the recommended courses for each role within your school to support successful use of Bromcom.
Primary Role Based Training
Secondary Role Based Training
Q: Can you provide advice on effectively managing Bromcom training within a Multi Academy Trust?
A: Please refer to this guide to support your planning of staff training within your Trust: Managing Training across a MAT
Q: Are all Bromcom training sessions chargeable?
A: The majority of training courses available on our website are completely free to attend and remain accessible for the duration of your time with Bromcom. You’re welcome to revisit them as often as needed, making them ideal for refresher sessions for existing staff or for training new starters once your school is fully set up with Bromcom.
Q: How do we book a bespoke/one to one online webinar or onsite training for our school(s)?
A: Please complete this form and email it to training@bromcom.com. We will then get in touch to arrange a Teams meeting to discuss your full requirements.
Q: What time do Bromcom live online training webinars start?
A: Our live webinars typically begin at 9:30am or 1:30pm on weekdays. Occasionally, sessions (bespoke or school-specific) may start slightly earlier or later than this. Don’t worry – your email reminder will always confirm the exact start time.
We recommend joining about 10 minutes early to check your audio and video settings. It’s also a great opportunity to say hello to the trainer via the questions panel and get settled before the session begins.
All webinars start promptly and dive straight into the first topic, so it’s best not to miss the beginning. You can download the agenda when you book to help you prepare and know what to expect.
If you miss anything or want to revisit a topic, you’ll receive a recording of the session within 24 hours.
Q: How can I prepare for an online training session? What do I need to do to set up?
A: To join an online training session, you’ll need:
- A web-enabled device with sound and video output.
- A microphone for full participation (a headset with a built-in mic is ideal to reduce feedback).
Most sessions are delivered via GoToWebinar, though some may use Microsoft Teams – you’ll be notified in advance.
- You can download the GoToWebinar app using the link invitation email, use the browser-based version (no installation required, just a modern browser).
- Before the session, test your audio and microphone. Both GoToWebinar and Teams allow you to check your setup in advance.
Tip: Have the course agenda ready – it includes space for notes and can be downloaded from our training website. A notepad and pen are handy too, but don’t worry if you miss something: all sessions are recorded, and you’ll receive the video link after the training.
Q: Do I need to attend Part 1 of a training course before joining Part 2?
A: Yes, it’s strongly recommended to attend Part 1 before Part 2. Here’s why:
- Foundational knowledge: Part 1 covers configuration, terminology, and key concepts that Part 2 assumes you already understand.
- Effective learning: Without a grasp of the setup process, follow-on training may feel confusing or less meaningful.
- Practical application: Many Part 2 features rely on correctly configured data from the setup stage.
- Consideration for others: Attending Part 1 helps keep sessions smooth for everyone and avoids repeated questions already covered.
In short: Completing Part 1 ensures you get the maximum benefit from Part 2 and can follow the content without gaps.
Q: What training sessions work hand in hand with the MyChildAtSchool (MCAS) training session?
A: There are four additional Training Sessions that link to the MCAS area of the system:
- Online Purchases – provides a secure way for schools to offer and manage payment options for parents – covering everything from club/trip bookings and dinner money top-ups to school shop items and even zero‑cost sign‑ups – all through the MCAS portal.
- Clubs & Trips – helps schools streamline the setup, booking, payment, and attendance tracking for all types of extracurricular activities and educational visits.
- Bromcom Dinners (also referred to as Dinner Money) – is used by parents, students, teachers, and admin staff to manage school meal payments, bookings and tracking – making lunch services more efficient, accurate, and cash-free.
- Wraparound Care – is used by schools to manage before and after-school childcare services, such as: Breakfast Clubs, After-School Clubs, Holiday Clubs and Extra Curricular Activities.
Q: Am I able to ask questions during the live training webinars, and what is the process for doing so?
A: Yes, you can ask questions during our Bromcom live training webinars.
- Please join the training session a few minutes early, as this will give you time to locate the Questions area. Saying hello to the Trainer is a good way to check everything’s working.
- The Trainer will pause at intervals to take questions. Simply type your question into the Questions area – try to be clear and relevant to what’s being shown. If referencing a previous topic, mention the screen or feature name (e.g., “On the Student Details screen…”).
- If your question isn’t answered immediately, it may be addressed later or during the Q&A at the end.
- For smaller sessions, the Trainer may invite attendees to unmute and speak. If so:
- Kindly speak when invited or when it’s appropriate to do so
- Mute your mic after speaking to avoid background noise
- Use headphones to avoid feedback
Q: I have completed the Bromcom training session and have reviewed the relevant Help Centre guidance, but I still need support with my MIS. What can I do?
A: If you need further help after completing training and reviewing our Help Centre, here are your options:
- Join the BromCommunity – This is a great first point of contact. It’s a space to ask questions, share best practices, and get support from other Bromcom users and staff.
- Explore more training – Visit our Training Website and make use of our Training Calendar to see if there are additional courses that meet your needs.
- Book a one-to-one follow-up session – Some courses include the option to book a Teams call with an experienced trainer. These sessions allow you to work directly on your MIS. Currently, this is available for customers who have completed training in Behaviour, Assessment, Timetable, Online Payments, or Clubs & Trips.
- Contact our Support Helpdesk – If you’ve tried all the above and still need assistance, reach out to our Support Team. Full details can be found here: Bromcom Support Desk Guide
Q: Is there an expiry date for booking the optional 45-minute one-to-one follow-up session after training?
A: There’s no expiry date, but we recommend putting your training into practice first by following the recording and setting up your system.
Once you’ve done that, if you still have questions or need guidance, that’s the perfect time to book your follow-up session. During this session, the trainer can access your system and review your setup to help you achieve your goals.
Please note: each attendee is entitled to one follow-up session.
Q: What should I do if I can’t attend the training session I’ve booked?
A: We understand that things can come up – it’s part of the job! If you’re unable to attend your booked training session, you have a couple of options:
- Rebook another session at a time that suits you via our website – Bromcom Training | Bromcom Training School
- Contact us at training@bromcom.com to request a recording of the session
Please remember to unenroll yourself from the original session, especially as some courses have limited spaces and are in high demand.
Q: I’m struggling to join live webinars as the training platform appears to be blocked on our school network. What should I do?
A: Before the live webinar, please ensure your IT team has reviewed the document below and enabled the necessary access for our training platform, GoToWebinar.
Allow listing and Firewall Configuration for GoTo Webinar – GoTo Webinar Support
Q: How do we obtain a Certificate as proof we have attended the training session?
A: eFront – To access your certificate, please navigate to the My Training page, which will show a list of all courses you are enrolled in. Within each completed course you’ll see a button that says, ‘Click to Download Certificate.’
- If you encounter any issues when trying to download your certificate, please email training@bromcom.com, providing the name of the course.
Q: What should I do if I didn’t receive the recording of my training session?
A: Training session recordings are automatically generated and sent 24 hours after the session ends. If you haven’t received yours, please contact training@bromcom.com, and we’ll ensure the correct link is sent to you.
Q: Is participant feedback encouraged for Bromcom training courses?
A: Absolutely – we really value your feedback and encourage all participants to share their thoughts.
After the GoToWebinar session ends, you’ll first be prompted to rate the webinar platform itself. Then, within a couple of hours, you’ll receive a follow-up email from us inviting you to provide feedback on the training.
We’d love to hear your thoughts on the course content, how it was delivered, and your overall experience. Your feedback helps us improve and makes future sessions even better.
You’ll be asked to give a rating from 1 to 5, where 5 means excellent and 1 means there’s room for improvement.
Q: Where can I access product support documentation?
A: Please click the link below to access our Help Centre, where you’ll find a wide range of guidance and support resources. Bromcom – Documentation Centre – Documentation Centre
Q: Is there a place where I can interact with other Bromcom users for advice and guidance?
A: You can connect with other Bromcom users through the Bromcom Community platform. It’s a space where users share best practices, ask questions, and support one another. You’ll receive an invitation to join the Community once you’ve been added as a contact in our internal system. If you haven’t received an invite, you can request one by emailing community@bromcom.com. Once your account is set up, you can access the Community by clicking the ‘Help & Resources’ button in the top right corner of Bromcom.
Q: We’re ready to launch online payments, but the feature doesn’t seem to be available in our system. What should we do?
A: Online payments will only appear once the feature has been licensed in the MIS. Please ensure you’ve completed the prerequisite steps outlined in our Help Centre guide How to Configure Online Payments – Bromcom – Documentation Centre
Q: When joining a live GoToWebinar training session, should I use the App or the Web version?
A: It’s completely up to you.
- The Web version runs in your browser and is often more accessible, especially on school networks where downloading the App might be restricted.
- The App version requires installation but offers a slightly more integrated experience.
The differences are minor and won’t affect your overall webinar experience.
If you have trouble accessing GoToWebinar, please contact your IT support first. For technical guidance, visit:
- https://support.goto.com/
- https://support.goto.com/webinar/help/allowlisting-and-firewall-configuration
Migration
Q: How can I find out which data will be migrated from our current MIS and what will not?
A: You can find detailed information in the Help Centre, where there is a guide outlining the scope of data migrations Data Migration Scope Documents – Bromcom – Documentation Centre
Q: What data should we check after the migration? Is there a checklist available?
A: Yes, the checklist can be found within this guide in the Help Centre Post Data Migration Checklist – Bromcom – Documentation Centre
Q: If we migrate in June or July, will the new academic year and associated data be included?
A: The new academic year can be included in the migration, provided the year end process is fully completed in your previous MIS before the final data cut. If key elements of the year end process are missing, such as the academic calendar or period structure, this could prevent all other data from migrating.
Q: What is a Blank System Setup and how do I upload my data?
A: A blank system setup means that data migration from your previous system to Bromcom is not possible at this stage. Instead, data can be entered manually or imported using CTF files and other manual export/import methods. For detailed guidance, please refer to the Blank System Setup and Data Import article in the Help Centre Blank System Setup and Data Import – Bromcom – Documentation Centre
Q: Our school operates with different timings across year groups/phases. How will this be handled when we migrate to Bromcom?
A: Bromcom does not currently support multiple period structures, however the following guidance outlines an alternative approach to help manage this How to Set Up Split Lunches – Bromcom – Documentation Centre
Q: I’ve had my Initiation Meeting and now have some questions after exploring the test system. Who should I speak to, or can I arrange a follow-up meeting?
A: The Bromcom Onboarding Team hosts drop-in sessions that run every Tuesday at 10:00 and every Thursday at 14:00. These drop-in sessions are a great opportunity to ask any follow-up questions. You can find further information in your Initiation Meeting follow-up email, additionally you can join the sessions using the links below:
Tuesday Bromcom Onboarding Drop-In Session (10:00)
Thursday Bromcom Onboarding Drop-In Session (14:00)
Q: How can I set up Online Payments before going live with Bromcom?
A: Please contact your Project Manager and provide the following information: your remittance email address, bank account details, and supporting evidence. (see this guide). Your Project Manager will then raise a case on your behalf to license the system and complete the setup.
Q: Will Bromcom move our third-party integrations for us?
A: Unfortunately, we’re unable to make these changes on your behalf. As Bromcom does not own the relationship with these third-party providers, they require you to contact them directly to arrange the switch.
To help you manage this process, we’ve created this guide: How to Manage Third Party Suppliers