This guide is to help you understand the different roles and responsibilities here at Arbor, to ensure your onboarding journey is a success.
Please note the following can vary for a GroupCall API migrator, we are working on adding the GroupCall Migrator specifications to this guide. If you need to raise any data discrepancies post migration please contact Arbor support or your dedicated partner and we will be advised of the next steps.
Arbor Roles & Responsibilities
Your Arbor Onboarding Team will be available via email to support and guide you through your implementation onto Arbor. You can reach out to them by clicking Contact Us in the top right of the Help Centre and selecting Onboarding, migration and moving to Arbor.
They hold group kick-off calls with schools starting their Arbor onboarding journey, designed to help you understand your onboarding journey in more detail. The call will give you information on how your school team can use our onboarding resources to support you along the way.
The Customer Success Managers will pick up from the Arbor Onboarding Team after your 8-week onboarding journey. You might not see them much during your 8-week onboarding journey, but they are responsible for the following:
- Ongoing contact once your onboarding is complete.
- After your implementation, they will check in with you termly to ensure that you continue to be successful on Arbor.
- Keeps you up to date with any new developments/Arbor Events and news.
NB. This team will only work with our Customers who take their Support from Arbor. For all other customers, your Support Partner will fulfill this role.
Our Partnership Management Team is here to help ensure you have the best contract and subscription for your MAT/School.
- MATs should be offered a regular review with a Partnership Manager to look at your contract and the opportunities across our wider products and services for you and your schools
- Contact this team if you would like to speak to us about purchasing additional modules, upgrading your Arbor package or investing in training, our dedicated Customer Sales team would be happy to help.
- This is also the team to work with you effectively on contract renewals and re-procurement.
School Roles and Responsibilities
Moving your whole school to a new MIS is a large undertaking with lots of moving parts so you want to ensure that you have the right people in place across the organisation to help you with this change. You should look to have the below roles in place throughout your implementation:
Your school should appoint Project Leads and their responsibilities will include:
- Helping the team across the school to drive success.
- Coordinating and communicating the training plan and ensuring that the correct staff are trained on Arbor.
- Managing the end-to-end migration of your school’s data and ensuring the data has been checked before launch.
- Reporting back on the status of your implementation to the wider school team.
- Help ‘champion’ the benefits of Arbor across the teams.
- Identify and control any resistance to change across the school.
- They will become Arbor experts in the school. They will be able to support their wider team with any ‘how do I’ type questions.
The Project Lead should be someone who has a good knowledge of the school’s processes, workflows, and people and someone who is a great communicator.
This will be someone who will be familiar with all the IT systems across the school. Their responsibilities will include:
- Producing the data migration backups and sending them to Arbor.
- Contact any third-party applications that you wish to continue using on Arbor and notify them of the change.
- Ensuring that any third-party applications are set up on Arbor for launch.
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