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

Gabriel Taboy

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 if developer input is required.

Darmel Esplana

Elijah Cruz

Richel Abel

Noel Salapang

Jesa Salvacion

Andy Bradnock (Lead Technician for ApplicaaOne)

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

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

Leovie Carandang (Team Lead)

MIS Migration

If you will be moving MIS please raise a ticket and ask directly for Chris Zacarias, who will contact you to guide you through the migration process.

Customer Engagement Managers

This is a new role within Applicaa as of January 2024 and is designed to ensure all customers who no longer have 1:1 CSM service fully utilise their subscription and are aware of other Applicaa products that could help them. The CEM will contact all schools regularly to encourage engagement with other features and products that may save your school time and money, and ensure renewals are processed in a timely manner, aligning your product subscriptions where possible.

You can also talk to your CEM about referring other schools and providing testimonials in order to obtain a discount off additional Applicaa products for your school. 

Levi Capistrano

Marielle Zorilla

Athena Abacan (Team Lead)

Independent Schools

Head of Team - Mercedes Surrall (mercedes@applicaa.com)

CSM - Paul Berroya

Technicnal Support - Rushwyn Laut

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

Ticketing system for technical issues / platform not working as expected

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).