10.1 Structured Onboarding Approach

Carefully guided journey from initial setup to full operational capability with predictable milestones and dedicated support

Successful FIRS e-invoicing adoption requires more than just technical integration. Our structured onboarding program ensures your Finance, IT, and Compliance teams are fully prepared for go-live with comprehensive training, testing, and support throughout the transition.

Dedicated Support Team

Solution Architect
Technical leadership and integration oversight
Training Specialist
User training and knowledge transfer
Support Engineer
24x7 technical support and troubleshooting

10.2 Onboarding Journey Timeline

Step-by-step 10-12 week journey from kickoff to steady-state operations

Predictable, Step-by-Step Transition Timeline
Kickoff & Alignment
Week 1-2
Stakeholder alignment, role assignment
Environment Setup
Week 2-3
SmartAPI tenant provisioning, connectivity
Schema & Data Readiness
Week 3-4
TINs, HS codes, tax codes validated
Pilot Testing (Sandbox)
Week 4-6
First invoice set submitted
User Acceptance Testing
Week 6-8
Finance + Compliance validate scenarios
Go-Live Preparation
Week 8-9
Dry-run cutover, rollback rehearsals
Go-Live & Hypercare
Week 10-11
Production switch, 24x7 monitoring
Steady State Transition
Week 12
Knowledge transfer, governance setup
10-12 week predictable journey with intensive hypercare support during go-live phase

10.3 Testing & Troubleshooting Process

Iterative testing loop with guided error resolution and expert support

Testing & Troubleshooting Loop
Testing & Troubleshooting Loop Six equally spaced steps around a perfect circular loop: Submission, Validation, Error Detection, Correction, Resubmission, and Clearance. Arc arrows connect each step clockwise. Testing Loop Continuous until clearance 1. Invoice Submission Test invoice via ERP, Email, BlueBox 2. Validation Schema and business rules (SmartAPI) 3. Error Detection Issue identified (for example, invalid TIN) 4. Correction Finance or IT corrects with guidance 5. Resubmission Updated invoice resent for processing 6. Clearance IRN and QR received successfully
1. Invoice Submission
Test invoice sent via ERP/Email/BlueBox
2. Validation
SmartAPI schema + business rules check
3. Error Detection
Issue identified (e.g., invalid TIN)
4. Correction
Finance/IT corrects issue with guidance
5. Resubmission
Updated invoice resent for processing
6. Clearance
IRN + QR received successfully
Testing Loop
Continuous until clearance
Expert Support Team

Softrust + Bluelight engineers guide corrections with human-readable error codes and step-by-step resolution guidance.

Real-time Feedback

Dashboard provides immediate feedback on testing progress with detailed error analysis and resolution tracking.

Designed to catch and correct all issues before go-live with continuous expert guidance

10.4 Comprehensive Training Program

Role-based training curriculum ensuring all stakeholders are fully prepared

Finance Team Training
Core Modules:
  • FIRS compliance overview
  • Invoice submission workflows
  • Error resolution procedures
  • Reconciliation processes
  • Reporting and analytics
Duration: 8 hours over 2 days
IT Team Training
Technical Modules:
  • SmartAPI integration
  • System monitoring
  • Troubleshooting guides
  • Security management
  • Incident response
Duration: 12 hours over 3 days
Compliance Training
Audit Modules:
  • Regulatory requirements
  • Audit trail management
  • Evidence bundles
  • Compliance reporting
  • Regulator interactions
Duration: 6 hours over 1.5 days

Training Delivery Methods

In-Person Workshops
Hands-on training with live system access
Virtual Sessions
Remote training with screen sharing and recordings
Documentation
Comprehensive user guides and quick reference cards
Q&A Sessions
Regular office hours for questions and clarifications

10.5 24x7 Hypercare Support

Intensive support during go-live period with dedicated resources and rapid response

Hypercare Period Features

  • 24x7 Coverage: Round-the-clock support team during first two weeks
  • War Room Setup: Dedicated communication channels and escalation paths
  • Real-time Monitoring: Proactive system monitoring with immediate alerts
  • Rapid Response: <15 minute response time for critical issues
  • On-site Presence: Optional on-site engineer during go-live week
  • Daily Standups: Progress reviews and issue resolution updates
24x7 Hypercare Coverage
< 15min Critical Response Time
2 Weeks Intensive Support Period

10.6 Knowledge Transfer and Documentation

Comprehensive knowledge transfer ensuring long-term self-sufficiency

Documentation Package

Complete set of operational documentation customized for your environment

• User operation manuals
• Technical administration guides
• Troubleshooting playbooks
• Emergency procedures
Train-the-Trainer

Enable your internal teams to train new users and handle routine support

• Internal champion certification
• Training materials and presentations
• Best practices and tips
• Ongoing coaching support

Smooth Journey to Success

Our structured onboarding program ensures your organization transitions to FIRS e-invoicing compliance with confidence and full operational readiness.

Schedule Onboarding Planning Session