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Managed support BPO for tech, SaaS & telcos

From dedicated expert pods and proactive SLAs to workforce management and quality monitoring—delivering frictionless, SLA-backed B2B and B2C support at scale.

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Outcome-Driven Benefits

Sherweb’s BPO delivers measurable improvements across ramp, reach, resilience and cost—so you hit your customer experience (CX) goals faster.

  • Accelerate time-to-competency: Hire and ramp new agents faster with Sherweb’s SME-led talent acquisition, onboarding and continuous skills development.
  • Expand your global coverage: Provide follow-the-sun support—onshore, nearshore, and offshore hubs—to keep customers happy 24/7.
  • Guarantee service quality: Monitor performance in real time with KPIs, full quality reporting, and proactive quality checks.
  • Optimize costs & performance: Right-size staffing and schedules with dynamic workforce management that adapts to seasonal surges.
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How We Partner

Choose to fully outsource your customer support or augment your existing team—Sherweb adapts to your needs with flexible engagement models and clearly defined service options.

  • Full-Service Outsourcing
    End-to-end management of all communication channels—leveraging Sherweb’s own platforms or integrating with your existing tools—from agent hiring and training through SLA-backed delivery.
  • Co-Managed Support
    Supplement your in-house team with Sherweb experts for overflow, after-hours, or specialized technical tiers.
  • Proactive Onboarding & Adoption
    SME-led implementation, product education, and ongoing coaching to drive user adoption and reduce support tickets over time.
  • Reactive Technical Support
    Handle L1–L3 tickets, troubleshoot issues, and manage escalations—prioritizing rapid response, exceptional service quality, and swift resolution.
  • Surge & Seasonal Scaling Flexibility
    Rapid headcount ramps, temporary “surge pods,” and workload redistribution to handle product launches, campaigns or peak periods without gaps.
  • Analytics & Continuous Improvement
    Regular performance reviews, DSAT analysis with corrective actions, process optimization workshops and feedback loops to keep quality and efficiency on an upward trajectory.

Why Partner With Sherweb

Sherweb combines deep technology expertise, proven delivery and a culture-fit approach to drive better support outcomes and lower the total cost of ownership.

Proven BPO Expertise

Over 20 years of outsourcing leadership, specializing in client-facing support for software development companies, tech firms and telcos.

SaaS & IT Technical Mastery

280+ certifications backing support for 120+ software and hardware solutions—achieving a 95% first-contact resolution rate.

Embedded Team Culture

Our dedicated pods mirror your values, tone and operating rhythms—so Sherweb truly feels like an in-house extension of your organization.

Customer-Driven Results

Maintained a 92% 5-star customer rating and a 95% Customer Verified Resolution (CVR), while helping clients boost self-serve adoption, reduce churn, and increase product usage.

24/7 Global Coverage

Specialists operate across on-, near- and offshore hubs to serve 100,000+ end-client organizations without interruption.

Flexible Engagements

Dedicated pods handling tickets volume that can flex up or down—so you pay only for what you use.

Success Stories

Don’t just take our word for it—see how Sherweb clients have unlocked ROI.

“Sherweb cut
cancellation requests by

83%

in six months—thanks to ticket analysis and proactive outreach.”

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“Sherweb increased
module adoption by

38%

for a SaaS launch—through pilot leadership, iterative feedback and weekly reports.”

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“Sherweb reduced churn by

43%

after implementing our agent-training and management tools.”

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Ready to transform your customer experience?

Matt Leblanc

Matt and his team of BPO experts are standing by to show you how.

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