A Q & A with Pete Jackson, Reading Cloud Customer Success Manager as he explains how our popular onboarding sessions with schools work.
Pete previously an IT lecturer in higher and further education settings is now an experienced Reading Cloud trainer and customer success manager offering onboarding meetings with school library staff.
A regular winner of our Golden Ticket award for continually providing outstanding customer service, over the years he has helped hundreds of schools make the best use of their library software.
What is onboarding all about?
Onboarding is a great opportunity for all new schools customers and librarians new to our software to receive a greater understanding of the basics of using Reading Cloud. The online meeting covers accessing the system and logging in as well as the management basics, such as adding books and resources and importing your borrower data. After this, we demonstrate how to issue and return resources and print borrower barcodes and library cards. In addition, we also offer a new user programme to sign up for with regular email advice and guidance.
Do you adapt onboarding to fit the requirements of the school?
We always aim to adapt any onboarding session to meet the needs of your school and any parameters you are working with. You may choose to split the onboarding into two shorter sessions and include several members of staff. We have found that having more staff from the school involved in an onboarding meeting makes for a smoother roll out. Another benefit is a greater shared product knowledge across the school, creating a real excitement for the school library.
Is there any follow up after the meeting?
A few weeks after the onboarding session we will be back in touch with you to see how the system is working for you, highlighting, and supporting you with your next steps by expanding on different areas of Reading Cloud in greater detail. In this way we help schools realise the full potential of their library software. Reading Cloud is ever evolving so we ensure our users are always kept up to date with information and support when there’s something new to discover.
What types of schools book an onboarding session with you?
All Reading Cloud schools are entitled to book an onboarding session. We work with infant, junior or primary, secondary, independent or special schools.
Have you noticed any impact that the onboarding sessions may have made?
We have noted that the number of calls to our Support team for advice on the basics from new users are a lot fewer since the advent of our onboarding sessions. It is nice to know that we are making a difference in this way.
How easy is it for a school book an onboarding meeting?
It’s very easy to book some time with us at a time convenient for you. If you have not had an onboarding session yet or are new to using Reading Cloud let us know.