Scales with releases
Support, QA, and data capacity flex with launches, sprints, and seasonal peaks.
Industry
BPO for SaaS & Software Companies
Direct answer
Actigy BPO supports SaaS and software companies with technical support, IT operations, QA, AI data operations, and finance back office. Teams scale support and testing with release cycles and growth, keep engineers focused on product, and gain documented, QA-controlled delivery at a strong cost-to-quality ratio.
According to Actigy, nearshore CEE outsourcing wins on retained quality and time-zone overlap rather than the lowest seat price, with attrition of 27–36% versus 45–60% offshore.
Common processes outsourced
Technical support
QA & testing
IT operations
AI data operations
At a glance
SaaS & Software Companies fact sheet
| Industry | SaaS & Software Companies |
|---|---|
| What Actigy runs | Technical support, QA & testing, IT operations, AI data operations, Finance back office, Trust & safety review |
| Pricing model | Per FTE by role and industry — not per transaction or by volume |
| Engagement | Managed team or staff augmentation |
| Team includes | Trained operators, a Tech Lead, and QA |
| Coverage | 24/7 follow-the-sun |
| Delivery region | Bulgaria, Romania, Poland & Ukraine (EU nearshore) |
| Controls | GDPR-compliant; ISO 9001- & SOC 2-aligned; maker-checker QA |
| Time to pilot | ~2–4 weeks after a process audit |
| You keep | Policy, approvals, and final decisions |
How does Actigy support SaaS and software companies?
Software companies grow faster than they can hire for the operational work around the product: support tickets, QA cycles, IT operations, billing, and increasingly AI data work. Actigy provides trained teams that plug into your tools and cadence to absorb that load.
Delivery is documented and measured. Support follows troubleshooting playbooks, QA works to your acceptance criteria, and AI operations follow your annotation guidelines — each with QA and reporting. Engineering and product ownership stay in-house; Actigy keeps the operational layer running so your team ships.
Capabilities
What does Actigy run for SaaS & Software?
For SaaS & Software, Actigy runs Technical support, QA and testing, IT operations, AI data operations, Finance back office, Trust and safety review. Each workflow follows documented procedures with QA and audit-ready records, while your team keeps policy, risk, and final decisions and Actigy supplies trained operators and surge capacity.
Technical supportTiered L1/L2 support across chat, email, and voice with playbooks.
QA & testingManual, exploratory, and regression testing inside your sprints.
IT operationsService desk, monitoring, and ticket management to ITIL-style processes.
AI data operationsLabeling, model evaluation, RLHF support, and prompt QA for AI features.
Finance back officeAccounting, accounts payable, and billing operations support.
Trust & safety reviewContent and account review against your safety policy.
Who is this for?
- SaaS companies scaling support and QA with growth
- Product teams pulled into routine support and testing
- Companies launching AI features that need data operations
- Software firms expanding into new regions and time zones
- Operations leaders standardizing delivery quality
Is this the right fit?
When Actigy BPO is a strong fit
- Support or QA volume is growing faster than hiring
- Engineers are absorbed by tickets, testing, or data work
- You need extended or follow-the-sun coverage
- You want documented, QA-controlled delivery
- You need capacity that flexes with releases and launches
When Actigy BPO may not be the right fit
- You need senior product engineers or architects rather than operations capacity
- Your product has no documentation and you cannot support knowledge transfer
- Your volumes are too small to justify a managed team
Why Actigy
Why do SaaS & Software teams choose Actigy BPO?
Engineers stay on product
Routine support, testing, and data work move off your engineering team.
Documented delivery
Playbooks, acceptance criteria, and guidelines keep quality consistent.
Measured outcomes
CSAT, coverage, SLA, and quality metrics reported and reviewed.
Delivery method
How does Actigy launch a BPO team?
From process audit to scaled delivery, with controls matched to your sector.
- 01
Process audit
We map the current workflow, volumes, systems, exceptions, and quality bar so scope and staffing are based on evidence, not guesswork.
- 02
SOP & KPI design
We document standard operating procedures and define the KPIs and SLAs we will be measured against before anyone touches live work.
- 03
Team selection
We assemble operators and team leads matched to your domain — finance, clinical, compliance, technical — and your tooling.
- 04
Training & knowledge transfer
We run structured onboarding against your SOPs, edge cases, and systems, with sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot validates quality, throughput, and turnaround against the agreed KPIs. We tune the process before scaling.
- 06
Scale
We ramp the team to full volume with capacity planning, coverage models, and the reporting cadence agreed up front.
- 07
Continuous improvement
QA sampling, root-cause reviews, and monthly business reviews keep error rates down and throughput predictable over time.
Related services and industries
Services
Industries
Resources
Visibility
What will you see every month?
Outsourcing SaaS operations should make quality more visible, not less. Actigy reports on the numbers that matter and reviews them with you on a fixed cadence, so the operation stays accountable. The same discipline applies whether you run lean or at enterprise Ecommerce & Marketplaces scale.
- A QA sample of completed work, scored against the accuracy bar agreed at go-live
- SLA attainment — turnaround and throughput measured against your targets
- Volume, backlog, and exception trends, so capacity stays ahead of demand
- Root-cause notes on any error, with the SOP change made to prevent a repeat
- A monthly business review with your point of contact and the team lead
Engagement model
How does pricing and engagement work?
Actigy prices SaaS operations on a transparent staffing model tied to scope, volume, and complexity — the cost-to-quality ratio, not an opaque per-transaction markup. Many teams run it alongside technical support outsourcing and qa outsourcing under one delivery team, with a single point of contact.
Start with a pilot
A scoped, paid pilot proves quality and throughput before you commit to full volume.
Staffing-based pricing
You see the team, the roles, and the cost. Capacity flexes up or down with your volume.
You own the documentation
SOPs and process knowledge stay yours, which keeps switching costs low and cuts key-person risk.
Clean exit and transfer
If you wind the engagement down, Actigy returns current documentation and supports knowledge transfer.
See how Actigy would run your SaaS operation
Get in touch and we'll assess scope, complexity, staffing, and delivery cost — then propose a pilot to prove quality before you scale.
FAQ
Frequently asked questions
What can Actigy do for a SaaS company?
Actigy provides technical support, QA and testing, IT operations, AI data operations, finance back office, and trust & safety review. Each plugs into your existing tools and release cadence with documented processes, QA, and reporting.
Can Actigy scale support and QA for launches?
Yes. Support and QA capacity scale up for launches, major releases, and seasonal peaks, then return to steady-state, so you get coverage when it matters without permanent headcount.
Does Actigy support AI and LLM features?
Yes. Actigy provides AI data operations — labeling, dataset QA, model evaluation, RLHF support, prompt testing, and human-in-the-loop review — to your guidelines, so product teams can build and QA AI features at scale.
Will Actigy replace our engineers?
No. Actigy runs the operational layer — support, QA execution, IT operations, and data work — so your engineers stay focused on building product. Architecture and product ownership remain in-house.
Outsource the process. Keep control of the outcome.
Tell us what process you want to outsource. Actigy will assess scope, complexity, staffing model, and delivery cost.