Leaseweb, a world leader in the dedicated hosting providers, has significantly upgraded its Support Department in the past six months in response to signs that the customer experience of support could be improved. The latest semi-annual customer survey held among the more than 1,300 customers showed that the measures are having a positive effect.

The update Leaseweb Support Department includes the hiring of 20 additional highly qualified engineers and improving employment conditions. In addition, all support engineers completed a series of communications training courses to improve their ability to operate in a more customer friendly. These measures have resulted in an increase of 20% in the impressive number of “totally satisfied” customers in the last six months.

“Several events caused our support department to be a bit overloaded at the end of 2008,” says Rolph Haspers, Director of Operations Leaseweb. “In Q4 2008, Leaseweb experienced a huge growth spurt that has impacted on the support department. This department is facing additional difficulties due to the lamentable lack of engineers at the time, and the fact that too many engineers less skilled workers. Furthermore, we are traditionally a technology driven company, which is not always favorable to the client, kindness, and that became more evident during this period of stress. ”

More than six months immediately after the disappointing results of previous support for the customer survey, both short term and long term measures were implemented in order to provide customers with a renewed confidence in the experience of positive support. Haspers: “The survey results confirm our intuition and immediately took action. Our short-term measures include the temporary hiring of additional support staff, in part by the United Kingdom. These highly experienced employees could relieve some pressure and provide effective support for staff with less experience. ”

In the longer term, Leaseweb immediately began to search for more highly qualified engineers in an effort to broaden its support department with additional permanent staff. Haspers: “This process of expansion continues, although the current staffing of the department has already significantly improved the ability to handle peak load. This positive impact is clearly reflected in the latest semi-annual customer survey. It also makes six months immediately decided to relieve the burden on the Department of a structural support through new investments in automation, among other areas, and to untie the provisioning process, namely making available servers and other hardware . That should also help alleviate the workload of the department and improve the quality of support. ”

Many customers are Leaseweb Internet professionals or specialists such as systems integrators, Web developers and application developers to resell hosting services Leaseweb and integrate them into a total solution. As a result of this particular customer focus, customers have a relatively broad knowledge of the host. Support however, remains essential. Haspers: “Hosting has become a commodity for these companies. They have some knowledge of housing, but want to be able to fully concentrate on the services they provide, in addition to commodity housing Leaseweb. In that sense, support continues be vital for them. ”

Are there other needs when it comes to support? Haspers: “The survey confirms that customers are on the right track and that our operation of quality improvement has been successful, but we want to optimize our support to the extent that any further. Our goal for the next six months is to further improve response and resolution times of trouble. In addition, we are continually working to expand the knowledge of our engineers, for example, through additional certification processes, to take the customer experience technical support to a higher level a “.

About Leaseweb
Leaseweb is an international provider of hosting solutions that are primarily geared towards the professional market. The company is one of the top-20 hosting providers worldwide and its services include server virtualization, dedicated servers, placement, streaming, web hosting and domain name registration. Leaseweb is the holder of a world class network offering a bandwidth of over 750 Gbps, spanning four data centers in the Amsterdam region via the major telecom companies. Leaseweb also present via Internet exchanges in Amsterdam, Londen, Frankfurt, New York, Brussels, Copenhagen, Paris, Budapest, Boekarest, Warsaw, Prague, Bratislava, Milan, Wenen, Stockholm, Oslo, Zurich and Madrid. Thus, Leaseweb allows companies worldwide to create and maintain their online presence in a simple and affordable. Since its founding in 1997, hosting provider Leaseweb has expanded its network to include more than 22,000 servers. Leaseweb Clients include Royal Joh. Enschede, OGD, 123Video, Jaap.nl, Relatieplanet, MijnAlbum, Starbucks, Hyves, PricewaterhouseCoopers, Twenga, Direct Wonen, Heineken, Wikipedia, and the Rijksmuseum in Amsterdam.