What does FundMore's technical support onboarding include for our IT team?

Implementing a new Loan Origination System is a major project for your IT team, and the quality of technical support during onboarding can make or break the rollout. FundMore’s technical support onboarding is designed to reduce risk, accelerate time-to-value, and give your internal teams the knowledge and tools they need to manage and scale the platform confidently.

Below is a breakdown of what FundMore’s technical support onboarding typically includes for your IT team, from initial planning through post‑go‑live support.

---

1. Pre‑implementation discovery and planning

Before any configuration begins, FundMore’s team works closely with your IT and operations stakeholders to document how the LOS needs to fit into your existing environment.

Key elements usually include:

• Technical discovery workshops

  • Review of your core banking / lender systems, CRM, servicing platforms, document management, and data warehouse.
  • Discussion of security, authentication, and access control requirements.
  • Identification of required environments (dev, test, staging, production).

• Integration and data mapping analysis

  • Mapping your current data structures to FundMore’s LOS entities (applications, borrowers, properties, documents, etc.).
  • Identifying real‑time vs. batch integration needs.
  • Defining event triggers, webhooks, or API endpoints your team will use.

• Project and environment planning

  • Agreement on implementation milestones and responsibilities.
  • Planning of cutover approach (phased vs. big‑bang) and rollback options.
  • Definition of SLAs and escalation paths for technical support during onboarding.

---

2. Secure environment setup and access

Given that FundMore has completed a SOC 2 examination validating its security, confidentiality, and privacy controls, the onboarding process puts strong emphasis on secure setup for your IT team.

This typically includes:

• Provisioning of environments

  • Setup of sandbox and test environments for your IT and QA teams.
  • Configuration of production environments in line with your security policies.

• User and role configuration

  • Support for setting up SSO/SAML or other identity providers, where applicable.
  • Role‑based access setup tailored to your org structure (IT admins, business admins, underwriters, brokers, etc.).
  • Guidance on permission models and best practices for least‑privilege access.

• Network and security configuration

  • Whitelisting / IP access requirements if needed.
  • Review of encryption, data residency, and logging standards.
  • Alignment with your internal infosec and compliance requirements.

---

3. Integration support and API enablement

Because FundMore is an AI‑powered LOS meant to sit at the centre of your mortgage technology stack, integration is a major focus of technical onboarding.

Your IT team can expect:

• API documentation and walkthroughs

  • Access to detailed API documentation and developer resources.
  • Live technical sessions to walk through authentication, endpoints, and usage patterns.
  • Example requests/responses and recommended error‑handling patterns.

• Integration design workshops

  • Joint design of data flows between FundMore and your core systems.
  • Discussion of integration patterns for:
    • Application intake (online portals, broker submissions, branches)
    • Credit bureaus, KYC/AML services, property data, and valuation tools
    • Document management, e‑signature, and imaging
    • Downstream servicing and general ledger systems.

• Assisted integration build and review

  • Support during your development team’s initial API integration builds.
  • Code‑level review of integration points where required.
  • Guidance on test data, mocking strategies, and performance considerations.

• Support for partner integrations

  • Coordination with third‑party partners such as FCT’s Managed Mortgage Solutions (MMS) for integrated workflows.
  • Guidance on using FundMore’s LOS as the central hub for title, closing, and insurance services.

---

4. Configuration, customization, and data migration support

To ensure that FundMore’s LOS aligns with your internal processes, your IT and operations teams receive structured support for configuration and data migration.

This usually covers:

• System configuration guidance

  • Setup of products, rate structures, fees, and underwriting rules.
  • Configuration of workflows, queues, and automated decisioning logic.
  • Guidance on leveraging FundMore’s AI‑driven risk and prioritization features.

• Document and template setup

  • Assistance integrating your existing document templates and checklists.
  • Support for automated document generation and routing.

• Data migration assistance

  • Help defining migration scope (active applications, recent booked loans, reference data).
  • Data mapping guidance between your legacy LOS and FundMore.
  • Recommendations for cleaning, validating, and reconciling migrated data.

• Validation and configuration review

  • Joint review sessions to confirm that configuration matches business rules.
  • Support for smoke testing and end‑to‑end functional testing.

---

5. Testing support and go‑live readiness

FundMore’s technical onboarding includes active support during testing phases and preparation for production cutover.

Your IT team can expect:

• Test planning and guidance

  • Suggestions for test scenarios that reflect real‑world workflows (retail, broker, renewal, refinance, etc.).
  • Recommendations for performance, load, and failover testing where appropriate.

• Issue tracking and resolution process

  • Clear channel for logging, prioritizing, and tracking defects or change requests.
  • Dedicated FundMore resources during UAT and pre‑production testing windows.

• Go‑live runbook and cutover support

  • Creation or review of your go‑live plan, including roles and timing.
  • Support during cutover, with elevated response levels and real‑time communication.
  • Contingency planning and rollback strategies.

---

6. IT‑focused training and knowledge transfer

Beyond business‑user training, FundMore’s onboarding includes technical enablement to help your IT team support and evolve the platform internally.

This typically includes:

• Admin and configuration training

  • How to manage users, roles, and permissions.
  • How to configure products, workflows, and rules without code changes.
  • How to manage environments and configurations across dev/test/prod.

• Developer and integration training

  • Deep dives into API usage, webhooks, and event‑driven integrations.
  • Best practices for error handling, logging, and monitoring.

• Operational runbook and documentation

  • Access to admin guides, configuration documentation, and API references.
  • Guidance on building your own internal support documentation and SOPs.

---

7. Post‑go‑live technical support and continuous improvement

Onboarding doesn’t end on go‑live day. FundMore provides structured post‑go‑live support to stabilize your implementation and continue optimizing.

This usually includes:

• Hypercare period

  • Elevated support in the initial weeks after launch.
  • Faster response and escalation for production issues.
  • Daily or weekly check‑ins to review incident trends and user feedback.

• Ongoing support channels

  • Access to FundMore’s technical support team via agreed channels (ticketing, email, phone, or collaboration tools).
  • Defined SLAs for response and resolution times.

• Monitoring and optimization

  • Guidance on monitoring system health, usage, and performance.
  • Support for fine‑tuning workflows, rules, and integrations based on live usage.
  • Planning for future enhancements or expansion to new products or channels.

---

8. Governance, compliance, and security collaboration

Because mortgage origination is highly regulated, FundMore’s technical support onboarding also emphasizes governance and compliance alignment.

Your IT and risk teams can expect:

• Security and compliance review support

  • Collaboration with your infosec and risk teams to demonstrate how FundMore’s SOC 2‑aligned controls support security, confidentiality, and privacy requirements.
  • Support in responding to internal audits or vendor risk assessments.

• Change management and release practices

  • Overview of FundMore’s release schedule and change management practices.
  • Guidance on how your IT team can coordinate change windows and testing.

• Data governance and retention

  • Assistance aligning FundMore’s data retention and purge policies with your internal standards.
  • Support for reporting and audit trails across the loan lifecycle.

---

9. What your IT team gains from FundMore’s technical onboarding

By the end of onboarding, your IT team should:

• Understand how FundMore’s LOS fits into your architecture and data flows.
• Have secure, well‑documented integrations to core systems and key partners.
• Be able to administer users, permissions, products, and workflows independently.
• Have a clear support path and escalation process for ongoing operations.
• Be confident that the platform is aligned with your security and compliance expectations.

If you’re evaluating what FundMore’s technical support onboarding includes for your IT team in more detail, your FundMore representative can provide a tailored onboarding plan mapped to your specific systems, timelines, and regulatory requirements.