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Learn more about the ParentPay Customer Support Services Team
We have an experienced and knowledgeable team that is dedicated to ensuring all our customers benefit from online payments for schools. With over seven years experience developing, managing and supporting school online payment systems, we ensure our customers’ investment is protected.
ParentPay has 20 staff providing customer service and technical support to our cashless schools and local authorities.
Many of the team have previous experience working in school administration and finance and understand school processes. They can advise on how best to launch online payments for schools and promote your parent payment system.
The team is aware of the concerns, issues and questions that are likely to be raised by schools, parents and all stakeholders when dealing with a parent payment system. If your authority would prefer to support cash free schools directly, we can share our knowledge and experience with you.
ParentPay also has a dedicated marketing team who are able to assist authorities in the design and production of promotional materials such as posters, flyers and outdoor banners.
Implementing and launching ParentPay
Launching ParentPay is a straight forward process with support from our setup team and by using our school launch pack.
The pack includes:-
- a step by step guide for parents
- promotional and launch letter templates
- PowerPoint presentations and Flash movie demonstrations for parents’ evenings
- posters for display in school
- banners for display outside (additional cost)
Our setup team has extensive experience working to tight deadlines to manage the implementation and configuration of ParentPay for online payments for schools.
Customer Support services
We provide the following Customer Support Services:
- Business hours customer support help desk
- Critical issue support outside of business hours
- Web based user guides, quick guides and manuals
- A dedicated local authority support site (for LA projects)
- Timely software updates, enhancements and new features
Support can be provided directly to schools or your local authority school ICT support team.
ParentPay Support hours are Monday to Friday from 08:00 to 17:00.
Support requests are taken by staff using a dedicated support management system. Requests are then directed to and responded by the most appropriate team member. When necessary, we work with your cashless catering system vendor to resolve support issues.
Customers are always kept informed and will be notified when a case is closed. We have escalation procedures in place to ensure customers get a response within an appropriate timescale.
As well as the resources available on the website and inside the school ParentPay account, a dedicated support site can also be created for our local authorities. It includes specific process documents for schools.