From the very first contact Arena Partnership sets out to:
- Understand your precise needs
- Customise your Arena Tracker Suite to meet those needs
- Ensure the setting up process progresses as smoothly as possible
- Train you and your teams to get the very best value from the Tracker Suite
- Establish an ongoing relationship involving advice, support, reviews
- Welcome you into the Tracker Network, sharing best practice and contact with other users.
FIRST STEPS
As part of the initial sales process, it is important that we get to meet all the key people in your team: those responsible for resident involvement; those who gather and interpret resident feedback; those managing your database of residents and their profiles; and the senior team responsible for managing performance and ensuring value for money.
TECHNICAL SPECIFICATION
When you have confirmed your order, we will meet to finalise your exact requirements for setting up the various fields, matching data formats to those in your main housing management system and confirming the timetable for implementation.
TRAINING
The cost of initial training is included in your set-up fees and includes: a half-day session with your 3 or 4 ‘Tracker Champions’ who will be steering the use of the Arena Tracker Suite within your organisation, followed by a full day session training up to 12 staff in all the modules and features available to them.
SUPPORT DESK
Your annual licence fee provides any number of your staff with access to the Tracker Support Desk at any time during normal office hours, by phone or email. The support team is very happy to explain how to do things in Tracker, including sharing best practice ideas.
AFTER SIX MONTHS
We will contact you to arrange a review of how you are getting on, any features you are not yet making full use of, any further training you require and any amendments to the technical specification which may be required.
AFTER ONE YEAR
We offer you a free Tracker Review from one of our associate independent consultants. This helps to ensure you are obtaining the best possible value for money and impact from your purchase and highlights further opportunities where appropriate.
TRACKER NETWORK
You will automatically join the Tracker Network; members can establish contacts between individuals and organisations, share best practice by telephone, email, face to face or via the online Tracker Forum which is built into each Tracker site. There is also an annual Tracker Network Conference, rated highly by delegates.
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