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Customer Success
Outstanding support every step of the way
A team that understands schools
Whether you’re new to our platform or a long-standing user, our dedicated support services are here to help you get the most out of your experience with Applicaa products.
Our Customer Success team is made up of experts who understand the unique challenges and needs of schools. We work closely with schools and trusts of all sizes to assist with everything related to admissions and transitions, using our fantastic MIS integrations - so you’re always talking to someone who "gets it."
State Schools
1. Onboarding and setup assistance
Customers in their first year are assigned a designated point of contact to ensure a smooth start.
Your Customer Success Manager provides unlimited 1:1 training for your first 12 months. We’ll make sure you’re guided through customising the platform to your unique requirements, and are fully trained on using all Applicaa’s powerful features.
2. Knowledge Base
Easily accessible help articles and guides are available in our Knowledge Base, providing instant answers to common questions and step-by-step instructions for key processes.
3. Live Chat
Speak to our responsive support team via your Applicaa platform using Live Chat functionality - available Monday to Friday, 8am–4:30pm. In instances where further investigation is needed, we will raise a ticket and aim to respond to it fully within one hour.
4. Telephone support
Speak to our responsive support team on 0203 667 0764 - available Monday to Friday, 8am–4:30pm. We aim to answer 95% of calls within 30 seconds.
5. Live group training
We offer regular live training sessions covering refresher training on all features, as relevant to the time of year, as well as introducing product updates. These sessions are designed to help experienced users boost their confidence and maximise the value of Applicaa platform.

*NEW for 2025 - In-Person Group Training*
Led by Lucy Curtis, Head of Onboarding, and Amanda Grainger, Director of Customer Success these sessions are designed to help you and your team get the very best from Applicaa this academic year. Scheduled dates include:

Year 7, Options & Timetabling setup
24 November to 10 December 2025 - Leeds • Nottingham • Salisbury • Bishop’s Stortford • London • Manchester • Birmingham • Norwich BOOK NOW

Year 7 setup
5/6 February 2026 - TBC

Taster Days, Transition Tools, Enrolment and Classes Management
5/6/7 May 2026 - TBC
Independent Schools
1. Onboarding and setup assistance
Customers are assigned a designated point of contact to ensure a smooth start.
Your Customer Success Manager will fully customise your platform for you, and guide you through the six week training course, making sure you are fully trained on using all Applicaa’s powerful features. By the end of this course you will be accepting live enquiries through your platform, and your CSM will provide further guidance for a total of six months from your sign up date.
2. Knowledge Base
Easily accessible help articles and guides are available in our Knowledge Base, providing instant answers to common questions and step-by-step instructions for key processes.
3. Support tickets
Speak to our responsive support team via your Applicaa platform using our ticketing functionality - available Monday to Friday, 8am–4:30pm. We aim to respond to all queries within one hour.
Going the extra mile
We know that admissions and data handling can come with time-sensitive challenges.
That’s why we prioritise clear communication and rapid resolution - especially during peak periods like application deadlines and transition phases. And if you ever want to make suggestions for a new feature for the system, we love hearing your ideas!
Your success is our priority
From first login to everyday use, we’re here to make sure you feel supported, informed and confident. Our goal is to empower your team, reduce admin stress, and help you deliver the best experience for students and families.