Audienceware Pty Ltd – Streamlining Server and Helpdesk Management
Audienceware Pty Ltd, based in Victoria, Australia, is a prominent marketing and communications agency. Led by Mick Collopy, the company specializes in creating and executing audience engagement strategies for clients. As a key player in the marketing sector, Audienceware requires high-performing servers, robust security, and a responsive helpdesk to ensure smooth operations and exceptional service delivery.
Customer Challenges
Audienceware faced several technical challenges that were impacting their operational efficiency and service quality:
- Frequent Website Downtime: The agency experienced recurring website downtime due to server overloads, often resulting in 500 errors.
- Security Vulnerabilities: Hack attempts, SSL certificate issues, and general security threats compromised server integrity and client data protection.
- Apache & Server Configuration Issues: Server outages and recurring Apache errors disrupted key applications like CiviCRM.
- AWS Abuse Reports: Port scanning activities and unresolved abuse reports risked Audienceware’s AWS account standing.
- Disk Space & Load Management: Servers were frequently overloaded, leading to poor performance and slow response times.
- Helpdesk Overload: Audienceware’s helpdesk struggled to manage high ticket volumes, leading to slow response and resolution times.
Bobcares Solution
Bobcares implemented a comprehensive solution that addressed both server management and helpdesk challenges. Our team worked closely with Audienceware, providing a tailored approach that focused on proactive monitoring, optimization, and security.
Key Aspects of the Solution
- Apache & CMS Optimization: We resolved Apache errors, optimized server configurations, and integrated s3fs for better connectivity between EC2 instances and S3 buckets.
- 24/7 Monitoring & Downtime Mitigation: Our proactive monitoring system helped reduce downtime caused by overloads and SSL issues.
- Security Hardening: We enhanced server security with robust firewall configurations and managed SSL vulnerabilities, alongside IP blacklist management.
- AWS Resource Optimization: Bobcares investigated port scanning activities and worked to secure the AWS account, ensuring optimal resource utilization.
Server Management
- Efficient Ticket Handling: We streamlined the ticket management system, improving response and resolution times for issues like service additions, site downtimes, and application upgrades.
- Customer Support Efficiency: Our team quickly resolved common issues, including WordPress plugin updates, CiviCRM image problems, and Mautic server failures.
Helpdesk Management
Types of Tickets Handled
- Website downtimes
- CiviCRM and WordPress plugin issues
- Application upgrade requests
- Server configuration issues
- Security vulnerability reports
- AWS abuse case resolution
- General customer support inquiries
Key Metrics Improved
Server Downtime
Significant reduction in downtime, resulting in better service availability.
Security
Enhanced server security, reducing vulnerability to cyber threats and minimizing the risk of data breaches.
Helpdesk Efficiency
Faster ticket resolution, reducing response times and improving customer satisfaction.
Server Performance
Optimized server performance, reducing load times and enhancing response speeds.
Business Impact
The partnership with Bobcares allowed Audienceware to focus on its core business of marketing and communications while we ensured their technical infrastructure ran smoothly. Our support helped improve internal processes, maintain high availability of critical applications, and safeguard the company’s online presence. This resulted in higher client satisfaction, fewer security incidents, and overall smoother operations.
Implementation Timeline
- Initial Assessment & Planning: 1 week
- Server Optimization & Security Enhancements: 2 weeks
- Helpdesk System Streamlining: 3 weeks
- Ongoing Monitoring & Support: Continuous, with regular updates and optimizations.
Products & Scalability
Testimonial
Mick Collopy, the CEO of Audienceware, shared his experience:
“Bobcares team was very helpful, thank you. They were responsive and resolved my issues 100%.”
— Trustpilot Review, December 6, 2023
Conclusion
Audienceware’s successful partnership with Bobcares demonstrates how businesses facing similar technical challenges can benefit from our comprehensive server management and helpdesk support services. Our proactive, reliable approach ensures minimal downtime, enhanced security, and fast resolution times, enabling companies like Audienceware to concentrate on their growth and innovation without worrying about technical issues. Bobcares continues to provide robust, scalable solutions that help businesses thrive in a competitive digital environment.