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  Rob Moore
  HostedToday
  a division of Bishmore Holdings Ltd.
  Toll Free: 1-866-558-HOST (4678)
  Local Tel: (902) 832-2460     Fax: (902) 832-2423
  info@hostedtoday.com
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OK, here goes :)

I started in the hosting industry in March 2001 with CrazyHostGuy.com as a reseller for another hosting company. At first I took care of all emails..... sales, support, setting up new orders, etc..... but it was the support requirements that quickly out-grew everything else, and the fact that I could not monitor my emails 24/7 meant that I needed a better way to support my customers. I therefore looked at outsourcing technical support, and that's when I found Bobcares. I hired Bobcares to look after my customer's support issues right around the same time that I graduated to my own dedicated server..... I believe that was around August 2001. Over the next year and a half, Bobcares helped me immensely as CrazyHostGuy grew to a 4 server company. I still ran everything myself, except for tech support..... and that freed up a lot of my time to spend on other things like sales and marketing.

I remember being concerned when I first hired Bobcares, because l am somewhat of a control freak, and was a little leery of giving out the root passwords for my servers to another company who's employees, managers and principles I had never met. However, I realized that my company would never grow to my satisfaction if I never outsourced or hired some help. I chose to outsource to Bobcares based on recommendations from other hosting providers. Outsourcing is far more cost-effective than hiring the techs in-house because I am only hiring a portion of Bobcares staff. The fact that they specialize in providing support to other companies like mine means that economies of scale are working in my favour.

After hiring Bobcares to directly answer all support tickets coming in from my customers, it took very little time before they became very familiar with my business, and were able to answer my customers issues with speed and accuracy. Although Bobcares supports many hosting companies, each company surely has different ways of doing business, and different requirements from Bobcares (i.e. how to handle sales queries coming through the support system, etc.). Before too long Bobcares was acting as employees of mine, as they learned our way of doing business.

Early in 2003 I sold CrazyHostGuy to a larger hosting company, because it had grown to a point where I couldn't grow it anymore by myself. I learned that if I had done things differently in certain areas, it could be much better suited to higher growth. Things like an automated sign up process for my customers, automatic recurring billing, a much simpler sales strategy, etc..... so a couple months later I started a new hosting company....HostedToday.com, and Bobcares has been there from the very beginning. I contacted them and told them I was starting a new company, and that I wanted them to support all my customers from day one, and it continues to be the best decision I've ever made. In less than a year I've managed to grow HostedToday to over 2500 hosting accounts, and Bobcares manages support issues for all 18 servers we now use.

Having Bobcares support my customers saves me a ton of time. More accurately, it saves me from having to hire 4 or 5 support techs of my own, since that is what I would need to replace what Bobcares does for me..... 24/7 support for my clients including weekends, holidays..... and responses are almost always within an hour, and most of the time in 30 minutes or less. So not only is Bobcares saving me time so that I can concentrate on more sales and marketing efforts, they also save me a heap of money by me not having to hire extra staff.... AND they keep our customers satisfied with their timely and accurate responses to their questions.

 I just started writing my experiences and this is where it led :-)
More specific answers to the sample questions you asked are:

1. Your response times are getting better with time, and I have no complaints whatsoever.
2. It is obvious that you've "learned" about our company over time, and your responses reflect that. You truly seem like a part of our company.
3. You maintain our servers extremely well, including notices directly to me if there's a problem with a server.
4. You are VERY friendly to the customers.

One final thing..... One concern I had when I first considered using Bobcares for supporting our customers was your location.... the fact that you are in India, half way around the world from here in Canada. I was  concerned because the majority of our customers are located in the USA and Canada, and speak almost exclusively English, so I was concerned if there would be cultural differences that may result in responses that would not be fully understood by our customers, or questions from our customers that you may not fully understand. Well, my concerns were very quickly put to rest, because all the Bobcares staff who respond to our customer's requests speak impeccable English (better than mine in fact, and English is the only language I know.... besides a little French :-). In fact, many of our customers are surprised to learn that you are located in India, and their response is usually something like, "Wow, this truly is a global age, isn't it!".

I am proud to be a long-standing Bobcares client, and you will remain in my plans for the foreseeable future.

Thanks Noble, and all the rest at Bobcares for a job well done :-)

Regards,

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  Rob Moore
  HostedToday
  a division of Bishmore Holdings Ltd.
  Toll Free: 1-866-558-HOST (4678)
  Local Tel: (902) 832-2460     Fax: (902) 832-2423
  info@hostedtoday.com
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