Great Standard Go-Live Support for Moroku Platform Deployments

Go-live support is crucial to ensure a smooth transition and successful launch of the platform. Here’s what it’s included in the standard offering:

Pre-Launch Checklists

Detailed checklists to ensure all systems and configurations are correctly set up before going live. Complimentary, part of the overall support package.

Dedicated Support Team

A team of experts available 16/5 to address any issues that arise during the launch. Complimentary

Training Sessions

Pre-launch training sessions for administrators and end-users to familiarise them with the new system https://moroku.com/moroku-lending-training/

Real-Time Monitoring

Continuous monitoring of the platform to detect and resolve any issues immediately. Complimentary

Communication Plan

Clear communication channels for reporting issues and receiving updates during the go-live period. Complimentary

Hyper Care 

Hyper Care is Moroku’s premium post-launch support program, designed to ensure a seamless transition, accelerate user adoption, and deliver measurable outcomes. It blends elevated technical support with proactive engagement, and strategic reporting.

Enhanced Support Availability

  • Increased availability of support staff to handle any immediate issues or concerns. Extended support hours and additional staffing during the hyper care period.
  • Dedicated Launch Support Team: Priority access to a cross-functional team covering tech, UX, and behavioral design.
  • Extended Coverage Windows: Support available across expanded hours, including weekends and early mornings, tailored to client timezone and user activity peaks.
  • Real-Time Issue Escalation: Direct Slack or Teams channel for urgent triage and resolution.

Proactive Outreach

  • Fortnightly  Showcases: Interactive sessions to demo features, gather feedback, and reinforce platform value.
  • Adoption Pulse Checks: Weekly engagement reports with actionable insights on onboarding, drop-off points, and uptake.

Rapid Response

  • 50% Faster Ticket Resolution: Guaranteed priority queueing for all support tickets during the Hyper Care period.
  • Bug & UX Friction Blitzes: Daily triage of reported issues with root cause analysis and patch deployment.
  • Feature Flag Monitoring: Controlled rollout of new features with rollback capability and A/B testing hooks.

 

Set an appointment