Who can help?

This article will explain the various roles within Applicaa, who can best help you with your query, and the points of escalation should they be required.

Onboarding

Your school will be assigned a CSM for their first cycle and this person will be your first port of call for everything. They will provide unlimited 1:1 training meetings, calls and emails with a guaranteed response time of maximum 24 hrs. They will monitor your use of the platform to ensure you utilise all aspects at the relevant times.

You can find the link to book a meeting with them, and their direct phone number, in the signature of all email correspondence they have sent to you. 

When you reach the end of your first 12 months and are due for renewal, your 1:1 service will end unless you choose to purchase a further 12 months.

Vince Lara

Mary Cacho

Arnel Dionisio

Tess Nayle

Irvin Go

Darmel Jesplana

Paul Berroya (Independent Schools)

Chris Zacarias (Independent Schools)

This team reports to Head of Onboarding - Lucy Curtis (lucy.curtis@applicaa.com)

Technical Support

For technical problems within the platform ie something not working correctly or receiving an error message, you have the ability to raise a ticket in the top right of your platform using the paper icon.

We aim to respond to all tickets with a valuable answer or request for further information within 30-60 minutes, and to resolve all tickets within 48 hours. This time can be impacted slightly if developer input is required.

Elijah Cruz

Richel Abel

Jesa Salvacion

DJ Amano

Rush Wyndennslaut (Independent Schools)

Andy Bradnock (Lead Technician: Independent Schools & MIS Migration)

You may also call our telephone line on 0208 762 0882 for quick queries and the team will be happy to help. We aim for at least 90% of calls to be answered within 30 seconds. 

Victor Peralta

Marianne Zorilla

This team reports to Head of Technicial Support - Paul Cabalan (paul@applicaa.com)

MIS Migration

If you will be moving MIS please complete the form within this migration guide, which will prompt Andy to contact you and guide you through.

Customer Engagement Managers

This role has been retired and all purchases of further products will be managed by our Sales team, one of whom will have initially signed you up to Applicaa.

If you're unsure who your Sales contact was, please reach out to janine@applicaa.com who will book you in with the relevant person, and will answer any initial queries. 

Subscriptions/ Renewals

Levi Capistrano is responsible for all renewals and subscription queries.

Leovie Carandang is responsible for Product Adoption; ensuring all schools maximise their use of the platform and see as much benefit as possible from the subscription.

We have extensive training resources available as follows -

Knowledge Base with over 200 help guides

Chat Bot built into all platforms 

Journey prompts in your platform throughout the cycle

Weekly training sessions relevant for each aspect of the cycle

Telephone support for immediate response to queries - 0208 762 0882

Live Chat with Technicians directly in your platform

If you are unhappy with the service provided and have already escalated your concern to the relevant head of team without a satisfactory resolution, please contact amanda@applicaa.com (Customer Success Director).