Onboarding Overview

Welcome!

We are so excited to have you on board the rocket! This article is a general overview for new customers and outlines what happens during the onboarding phase.
 
Of course, every service is different so your onboarding plan may be modified to suit your needs best. This can be discussed with your friendly onboarding specialist!
 
Below are your key onboarding milestones with an overview and resources of each milestone. 
 

MILESTONE 1: SET UP

Welcome Call

  • Meet your onboarding specialist for the first time! Your onboarding specialist will be your point of contact throughout your transition.
  • Create an onboarding plan with your onboarding specialist 
  • Ask any questions you have about your onboarding process

Office - Service Configuration 

  • You will be trained to configure your service settings
  • Add in your fees, rooms, and other administrator users
  • If you wish to use a payment gateway, start completing the application form to make the application as quick as possible!

Useful articles:

MILESTONE 2: DATA MIGRATION*

  • Send necessary reports from your current software to your onboarding specialist to migrate parent, child, and booking data
  • Check and approve the final data
  • Once approved, data is to be uploaded by your onboarding specialist 

*The milestone steps may differ depending on what your current software is and what your circumstances are.

MILESTONE 3: TRAINING 

  • Sign up to our live webinars and attend the relevant lessons to you! 
  • If you cannot attend our live webinars, watch our recorded ones here

Useful links:

MILESTONE 4: PARENT ONBOARDING

  • Communicate the software transition to your parents
  • When you are ready, your onboarding specialist will send out welcome emails to your parents
    • Encourage parents to create passwords from this email to get them as prepared as possible for live week

Useful articles:

MILESTONE 5: GO LIVE!

  • Congratulations on reaching your first live week! 
  • This will be your first week of using Office. 
  • Key focuses
    • Ensuring your parents are signed up to Home so attendances are captured
    • Scheduled payments (if relevant)
    • CCS connection
    • Parent balance transfers to be imported.

Useful articles: 

MILESTONE 6: SUPPORT HANDOVER

During your first few weeks of being live, you can still contact your onboarding specialist for any questions you have.

Once you have settled in, we will hand you over to our dedicated and knowledgeable support team.

Support Resources 

Knowledge Base: support.ourxplor.com
Everything you need to know about Home, Office and Playground in the one place. Our Knowledge Base will allow you to search relevant information and articles quickly. 

Help desk 

Available from 7am - 7pm AET on weekdays (exc. public holidays). Contact our support team via any of the following options.

  • Email: [email protected]
  • Chat: Go to our knowledge base and click on the chatScreen_Shot_2020-04-08_at_11.56.39_am.png icon on the bottom right corner. 
    OR
    Go to Office and click the chatScreen_Shot_2020-04-08_at_11.56.57_am.png icon on the top right corner
  • Phone: (03) 8652 1963