Interviewed on 20 Aug 07
Laura Lee, Marketing Manager
The quality and dedication of our customer support team has allowed us to grow an award winning network with no single point of failure whilst maintaining a customer retention rate of 97 per cent. By only employing level 3 and above expert technicians for our 24/7 customer support team, we aim to over achieve on every customer’s expectations.
What unique selling points do you offer?
As we manage servers for hundreds of mission critical websites, our staff are trained to operate as an extension of a client’s workforce. Available 24/7/365, they alleviate pressure for clients internal support staff in many ways, from carrying out training at installation times to monitoring traffic levels and running server audits.
On the network side, our partnership with Cisco couples with in-house and proprietary systems and high grade bandwidth aggregated from multiple suppliers to offer a 99.99% uptime guarantee.
As the UK’s best hosting provider for three years running we intend for UKFast to remain the nation’s first choice for hosting solutions and this means delivering our hosting solutions promptly, knowledgeably and courteously.
Describe the services you offer?
A web host offers space on internet connected servers for clients’ websites and applications which are then accessed by others over the internet. Mission critical hosting requires technical expertise and a robust infrastructure which the average business is unable to achieve.
Our expertise allows us take hosting very seriously and we build relationships with our clients so that hosting is about understanding their everyday needs whatever they may be. Our high quality servers are network and power resilient so that clients’ websites remain online every minute of every day.
Describe your target market?
UKFast is 100% B2B focussed. Our new figures show that sales of dedicated servers have increased by 110 per cent in the first six months of 2007 as compared with the same period in 2006. These clients come from all industry sectors, from large to small businesses. While the vast majority of these are based in the UK, our current fastest growing area is overseas companies looking to break into the UK market.
How is your company planning for the future?
UKFast’s mission is to be the market leader in the UK dedicated server and managed hosting industry by maintaining our high level of standards, and continuing to provide cutting edge services to customers using the latest innovations.
What benefits can you offer your customers?
With a large R&D team in-house, understanding the needs of web developers is a rewarding and easy task. As well as a strong knowledge base, we can offer them guaranteed reliability, performance and dedicated customer support.
Our track record shows that we already out perform other hosting providers and have achieved 100% availability for over six years.
We offer value for money, high spec server solutions with unrivalled support and network performance. It really is headache free hosting.
How do you support your customers?
Free dedicated technical support is available 24/7 everyday of the year to clients by both phone and email.
An engineer is on hand to answer the phone and promises to pick up within three rings. There is no IVR and the support clients receive is expert, professional and immediate. Our online Priority Support System tracks and archives client queries, making the resolution process transparent and manageable.
Since the start of 2007 we have doubled the size of our support team and created an additional 24/7 emergency support line. This gives clients access to a duty manager who is able to reach all heads of departments and directors at any time of the day.
