"We know that a strong start makes all the difference. That's why we make sure our customers are up and running on day one," says Jon Franzén, Customer Success Manager at Omniway.
Step 1: First contact and planning
When a new school or education provider chooses to start with Omniway, Jon gets in touch right away and stays with the organization through the entire onboarding period. From the first meeting until everything works in daily life.
The first step is gathering information about the organization. Which courses to load in, which roles need access, and whether there's a need for any specific integrations. The first walk-through is booked here so the launch can happen without delay.
Step 2: Deployment – live in a day
Deploying Omniway typically takes one day. The system is set up, users are added, and the interface is adapted to the school's structure. Everything is ready to use on day one.
"If you decide on a Monday to go live, we can have the entire organization up and running the same day," Jon says.
Step 3: Training and launch
Once the system is ready, Jon runs one or two walk-throughs of about two hours each. Administrators, teachers, and leadership learn the basics. The system is intuitive, so most people are up and running after the first session. All support material is available in Omniway's support portal with guides, videos, and instructions tailored to different roles.
Support and follow-up during the first three months
During the first weeks Jon stays close at hand:
- Daily check-ins at the start
- Weekly meetings during the first month
- Monthly follow-ups once everything is running smoothly
On top of Jon, technical support is available at support@omniway.se, with a maximum response time of two hours during office hours. For urgent questions during the launch period, Jon is contacted directly.
"Our philosophy is that the customer should never feel alone. We hold their hand all the way until everything is running smoothly in daily life," Jon says.
Fast launch, personal contact and high customer satisfaction
After three months a joint follow-up meeting is held where Omniway and the organization review how the system is being used. Adjustments, improvements, and future needs are discussed. Most customers point to the speed, the personal contact, and how easy it is to get started as the biggest advantages. In the most recent customer survey, Omniway scored 4.62 out of 5 on user satisfaction.
How Omniway helps schools get started the right way
- Same-day start – from decision to live within 24 hours
- Personal contact – the same Customer Success Manager follows the customer all the way through
- Clear follow-up structure – daily, weekly, and monthly meetings
- Accessible support – guides plus support with a two-hour response time
- Confidence and quality – the processes follow ISO 9001 and 27001 for structure and information security