Case Study: LFC Hosting (Hosting Support) [ Website ]

LFC Hosting is an award-winning provider of both shared and co-located web hosting solutions in addition to e-commerce applications, web design services, and custom software development services.

The Challenge:
Since they were a relatively small company, hiring 3-4 more people in order to facilitate a 24/7/365 support team wasn't in the works. They had a primary support person which was providing top notch technical support Monday - Friday during business hours which, as the company began to grow, was no longer a viable solution to their clients’ needs.

LFC Hosting was in need of a support team which could provide the one on one support that their current technician was able to provide. LFC also wanted like minded individuals with growth in mind. An important part of this process was being able to determine that the technical support team was able to work well under pressure and meet the very technical demands of the ever changing hosting industry. Another must for LFC was to use a company for support that was based on the same continent. Quality of service was #1 in their minds as opposed to going to a cheaper solution overseas. Not only did LFC need a committed support team, they also had a reputation to protect.

The Strategy:
Both the President and the Vice president of LFC Hosting came down to Victoria and met with us for four days going over contract items as well as what level of support was expected. Once they were confident that we could meet their needs they flew a representative from LFC down to Victoria for two weeks as a front line method of training their technicians on the use of LFC's custom control panel and special tools written
specifically for us to do our job.

The Result:
It has been a wonderful year supporting them. We were privileged to obtain their full time support rep to our team as a contract manager for LFC. It has developed into a healthy business relationship. One that we’re sure will continue to grow as their company continues to grow with us.