outsourced web hosting support company - ideamine

Higher Operational Efficiency Through Outsourcing

About The Client

The client is a leading US based Web hosting company offering shared, VPS (Virtual Private Server) and dedicated hosting services to customers around the world. The client has an impressive array of 1500 servers running on Linux OS. Along with outsourced web hosting support, it also offers Helpdesk and LiveChat support to approximately 1400 global customers.

The Challenge

Maintaining the complex and intricate infrastructure that supports the client’s diverse range of operations was no easy task. It required round the clock deployment of support staff. Monitoring the servers and ensuring their continuous availability was a challenge with server management proving to be a costly and time-consuming activity.

With its in-house support staff becoming increasingly stressed, quality of support was also becoming a grave concern. To add to this, the cost of employing system administrators in the upwardly mobile US market was eating into the company’s profits.

The Objectives

The client wished to deliver top notch support services to all its clients. It also sought to minimize time and effort spent on maintaining its technical infrastructure. The CEO of the client company considered outsourcing of the support and maintenance services as an appropriate way to ensure high quality of support that came at an optimized cost to the company.

The Solution

The client saw Ideamine as an ideal outsourcing partner because of its proven track record of providing reliable support to its customers. It outsourced 24/7 technical support to Ideamine which immediately deployed a strong team consisting of 8 talented resources. The outsourced services included:

  • 24/7 Server Monitoring
  • 24/7 System Admin Availability
  • 24/7 Server Management
  • 24/7 Helpdesk Support
  • 24/7 Livechat Support

The client gained from Ideamine’s suite of state of the art technology and responsive service which ultimately translated to better services for its customers.

The Result

Today, there is a visible improvement in quality of technical support with the average response and resolution time going down from 35 to 20 minutes. Due to outsourcing, employee costs have gone down by 75% leading to low operational costs and higher profits. The company has benefited immensely from Ideamine’s deployment of latest in relevant technology to deliver top notch services to its clients.

About Ideamine Technologies – 24/7

Outsourced Web Hosting Support Company

Ideamine Technologies is a Cochin, India based dedicated Server Management and Outsourced Web hosting Support company with expertise in Managed Cloud Services and IT security solutions. We are a fast growing company with an imposing list of clientèle from across the world. We offer comprehensive and flexible support plans that can be customized as per client needs. Our acumen in assessing and responding to the requirements of our clients has made us a leading provider of technical support services in the industry.

Highlights of the Case Study

Challenges

  • Difficulty in maintenance of technical infrastructure
  • Difficulty in ensuring 24/7 server availability
  • Increasing cost of maintaining on-site support staff

Proposed Solution

  • Outsourcing above pain areas to Ideamine Technologies

Benefits

  • Reduction of 43% in Helpdesk ticket response and resolution time
  • Reduction in employee costs
  • Advantage of improved infrastructure at outsourced end