This guide is to help you understand the different roles and responsibilities at your school and 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
Arbor Onboarding Team
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 - click Contact Us in the top right of the Help Centre and select Onboarding, migration and moving to Arbor.
They will email you each week with key actions and information for each stage of your implementation to keep your project on track.
Once your implementation is complete, this team will stop working with you.
Arbor Partnership Team
Our Partnership Management and Sales Teams are 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.
Arbor Customer Success Management Team
Customer Success Management Team is here to help ensure you get the most of your MIS and achieve the outcomes on Arbor that you are aiming to.
You should be offered a regular review with a CSM to cover:
- Agree outcomes and review progress of these
- A review of your account health and opportunities for improvements
- Past and future product releases
- Customer satisfaction scores for your account
- Support performance
- Training opportunities
You will also be sent data at regular intervals showing you a snapshot of your MIS usage with the aim of helping you identify areas of the system which may be of further use to you.
If you take your Arbor Support for a Third Party Support Provider, they will work with you to ensure your success on Arbor (and you will not have access to our Customer Success Management Team)
School Roles and Responsibilities
Setting up 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:
School Project Lead
Your school should appoint a Project Lead 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 setup of your site including data entry to ensure you are ready for 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.
Data & IT Support
This will be someone who will be familiar with all the IT systems across the school. Their responsibilities will include:
Contacting any third-party applications that you wish to continue using on Arbor and notifying them of the change.
Ensuring that any third-party applications are set up on Arbor for launch.
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