“Launch week buries our support team.”
Response times double when you need them fastest.
Managed Operations for Technology and SaaS Companies
Every release brings new users, new questions and new bugs. We help you keep customers happy and your product stable, without pulling engineers into the support queue.
Tickets per dayv4.0 launch
- How-to questions handled by SenBPO
- New bug, reproduced sent to engineering
- Chatbot handoffs answered in minutes
Growth creates new problems
“Engineers answer “how do I…” tickets.”
That is your most expensive time, spent on the easiest work.
“Our chatbot gets stuck and customers get angry.”
There is no quick way to reach a person.
One trained team can handle support, tech help, testing and chatbot backup, so you only need one partner as you grow.
Three jobs, one team
Customer and technical support
Account, billing and how-to questions answered fast. Tech issues solved at Level 1, and real bugs sent to engineering with full details.
Technical Support
Can’t log in
Reset link works → solvedStill failing → check SSO settings
Not a known issue → escalate
Escalation to your engineersSteps to reproduce · logs · account ID · browser · screenshots
Testing before each release
Manual and regression testing timed to your release schedule, with bug reports your engineers can act on straight away.
Software QA TestingCheckout button does nothing on iOS 17High
- Add any item to the cart
- Tap “Pay now” in Safari
- Nothing happens. No error shown.
Regression run212 / 220 passed
Pass rate96%
Human backup for your AI
When your chatbot or AI agent is stuck, our team takes over with the full conversation in front of them. We also score AI answers to show you where to improve.
AI Agent OperationsI need to change the name on my flight booking.
I can help with that. What’s your booking code?
It’s for my mum, she’s in hospital, it’s urgent
Sensitive case detected · handed to a human agent
Hi, I’m Minh. I’m sorry to hear that. I’ll sort this out with you now.
What SaaS clients hand to us
- Email and chat support
- Account and billing questions
- New user onboarding
- Level 1 troubleshooting
- Bug reproduction
- Help center updates
- AI chatbot handovers
- AI answer reviews
How we join your team without slowing your releases
- Step 1
Sit in on a release cycle
We learn how features ship, where tickets spike and which docs are out of date.
Release calendar and ticket map
- Step 2
Build the product knowledge
Help articles, macros and test cases from your real product, reviewed by your team.
Knowledge base and test cases
- Step 3
Start on one queue
A small team handles first-line tickets or one test area, scored every week.
Pilot scorecard
- Step 4
Plan for the next launch
Before each release we agree extra cover, so the spike does not land on your engineers.
Launch cover plan
Timings depend on volume and complexity. We agree them with you in writing before the pilot starts.
How we protect your product and your users
Access set by taskSupport and QA accounts are limited, and removed when the work ends.
Reports engineers can act onSteps, evidence and customer impact on every escalation.
Docs kept currentWe update articles when a release changes the product.
Signals for productA weekly list of what confuses or blocks users.
What each leader gets
Head of customer success
Steady response times through launches, without emergency hiring.
VP Engineering
Engineers back on the roadmap, with tickets arriving complete.
COO or CFO
Support and testing capacity that grows in steps, with a cost per ticket you can plan on.
Launching something soon? Plan extra support cover before the rush.
Plan launch coverQuestions buyers ask before they sign
Still have a question? Ask us directly.
We already use an AI chatbot. Do we still need people?
Usually yes. A chatbot handles the easy questions, and people handle the ones it cannot. We provide that backup and send you a list of where the bot fails.
Can you work in our time zone?
We plan shifts around your busiest hours, including overnight cover for the Americas. We agree the schedule before we start.
Ready to build better operations
Tell us what you need to run, fix, or growWe will map out the right team and a pilot plan