Technology BPO

Tech Onboarding & Training

Management of the technical onboarding process for new users or clients onto the client’s software or platform: from initial setup to full adoption.

WHAT’S INCLUDED:

USER CERTIFICATION (if applicable): For platforms offering certification programs, MG facilitates the process: user preparation for exams, access to study materials, and coordination of assessment dates.

ONBOARDING KICK-OFF: Welcome session with the new user/client. Software overview, basic navigation, and initial account configuration. Welcome Kit containing quick reference guides.

ASSISTED CONFIGURATION: Guides the client step-by-step through their specific account configuration, workflow customization, and user/permissions setup.

TRAINING SESSIONS: Role-based training sessions. Limited to a maximum of 8 participants per session to ensure active engagement. Sessions are recorded for the client’s future reference.

SELF-SERVICE RESOURCES: Creation of customized training materials for the client: PDF quick guides, screencast videos, and help articles for the client’s knowledge base. Ongoing maintenance and updates whenever the software interface is updated.

POST-ONBOARDING FOLLOW-UP: Weekly check-ins during the first 4 weeks post-launch. Identification of adoption barriers. Additional Q&A sessions for users with lower engagement levels.

IT Help Desk L1 and L2

Tier 1 and Tier 2 technical support for your clients. Covers everything from basic connectivity issues to advanced enterprise software configurations.

WHAT’S INCLUDED:

REPORTING: Weekly reporting on tickets by category, resolution time, recurring issues, the top 5 issues of the week, and escalation trends.

L1 — TRIAGE: Our agent receives the ticket. They gather information regarding symptoms, impact, and urgency. They categorize and prioritize the ticket based on the client’s SLA matrix.

L1 — RESOLUTION: Access issues (password resets, MFA, SSO issues), connectivity (VPN, corporate Wi-Fi), Microsoft 365 / Google Workspace (email, Drive, Teams, Sheets), software installation, and printers.

L2 — ADVANCED RESOLUTION: Active Directory/Azure AD configuration, enterprise application troubleshooting, endpoint configuration, and basic networking (DNS, DHCP, basic firewall rules).

KNOWLEDGE BASE: Documentation for every new solution. Monthly review of articles to ensure accuracy and relevance. Self-service options available for users.

L3 ESCALATION: Client system bugs, cloud infrastructure issues, system integrations, and cybersecurity matters—these are escalated to the client’s internal IT team or DevOps team.

PROACTIVE MONITORING: Utilization of monitoring tools to detect service degradation before users report it.

QA & Software Testing

Software quality testing to ensure that new features, updates, and releases meet functional requirements and do not introduce regressions.

WHAT’S INCLUDED:

RELEASE REPORTING: Test execution report including pass/fail rates, bugs found (categorized by severity), defect density, and test coverage. Go/No-Go recommendation for the release.

PLANNING: Review of requirements / user stories for the sprint or release. Creation of test cases based on acceptance criteria.

FUNCTIONAL TESTING: Manual execution of test cases for each feature within the release. Verification that the software behaves as specified.

REGRESSION TESTING: Execution of the regression suite (test cases for existing features) to verify that changes have not broken any previously working functionality.

BUG REPORTING: Detailed documentation of bugs: steps to reproduce, expected vs. actual behavior, and evidence (screenshots, logs, session recordings via Loom).

RETESTING: Verification of bugs resolved by the development team. Confirmation of closure, or re-opening of the issue if the fix is ​​incorrect.

UAT SUPPORT (User Acceptance Testing): Facilitation and support for acceptance testing conducted by the client’s end users. Compilation of feedback.

Customer Success (SaaS)

Proactive support for software clients throughout their lifecycle: onboarding, adoption, renewal, and expansion. Reduce churn and increase NRR (Net Revenue Retention).

WHAT’S INCLUDED:

VOC (VOICE OF CUSTOMER): Monthly compilation of client feedback for the Product team. Analyzing recurring themes, feature requests, and NPS drivers.

ONBOARDING: Guiding new clients during their first few weeks: kick-off calls, initial configuration, user training, and integration with client tools.

HEALTH SCORING: Monthly monitoring of each account’s health using product metrics (login frequency, feature adoption, errors, support tickets). Classification: Healthy / At-Risk / Red.

AT-RISK ACCOUNTS: Proactive outreach to accounts showing signs of churn. Conducting discovery calls to identify adoption barriers. Developing concrete action plans (additional training, escalation to the Product team, workarounds).

QBR (QUARTERLY BUSINESS REVIEW): Quarterly presentations to clients covering product ROI, expanded use cases, client-specific roadmaps, and enhancement requests to be relayed to the Product team.

EXPANSION: Identifying upsell and cross-sell opportunities based on client usage. Collaborating with the client’s sales team to close expansion deals.

RENEWALS: Managing the renewal process starting 90 days prior to the expiration date. Negotiating terms with at-risk clients.

Data Entry & Processing

Data capture, validation, transformation, and loading into client systems with high precision.

WHAT’S INCLUDED:

PRODUCTION REPORTING: A daily or weekly report detailing the number of records processed, error rates, exceptions pending client resolution, and average processing time per document type.

DATA CAPTURE: We extract information from the source. For scanned physical documents, OCR is used for automatic extraction, followed by a human review of low-confidence fields. For digital sources, we perform direct importation and transformation.

VALIDATION AND QUALITY CONTROL: Every processed record undergoes validation based on defined rules: all mandatory fields completed, correct formatting, valid numerical ranges, and cross-referencing against existing master data.

DOUBLE VERIFICATION: For critical data, the double-entry protocol; the system then compares both entries to detect any discrepancies.

LOADING INTO TARGET SYSTEM: Once validated, the data is loaded into the client’s system via: CSV/Excel import, REST API, direct manual entry into the system, or automation scripts where the data volume warrants it.

EXCEPTION MANAGEMENT: Data that is incomplete, ambiguous, or fails to meet validation rules is documented in an exceptions report for the client to review and resolve. We do not make assumptions regarding missing fields, nor do we fabricate data.

DevOps Support (L1/L2)

Operational support for the client’s Engineering and DevOps teams, and coordination of production incidents.

WHAT’S INCLUDED:

WEEKLY REPORTING: Alerts received vs. acted upon, MTTR (Mean Time to Resolution) by incident type, pipeline errors per repository, successful vs. reverted deployments, and recommendations for improvement.

INFRASTRUCTURE MONITORING: Continuous oversight of alerts generated by the client’s observability tools. Classification of alerts by severity. Suppression of duplicate or known alerts.

CI/CD PIPELINE MONITORING: Monitoring the status of build and deployment pipelines. Immediate notification to Engineering whenever a pipeline fails in production or staging environments. Retrying failed builds if the root cause is an identified flaky test.

DEPLOYMENT MANAGEMENT: Support during deployment windows—monitoring of key post-deployment metrics, verification of smoke tests, and coordination of rollbacks if metrics exceed defined alerting thresholds.

NON-PRODUCTION ENVIRONMENT MANAGEMENT: Maintenance of staging, QA, and development environments: data cleanup, database refreshes, SSL certificate management, and updates to non-critical configurations.

TECHNICAL DOCUMENTATION: Maintenance of the incident runbook, documentation of deployment procedures, and recording of post-mortems. Updating the knowledge base for every resolved incident.