Interviewed on 10 Feb 06
Paul Engels, Executive Vice-President & CMO
Hostopia provides private-label web hosting and email solutions to more than 300 service providers worldwide. Through its one-of-a-kind, hybrid Windows/Unix clustered server architecture and substantial economies of scale, the company delivers a high-margin value proposition of outsourced web hosting, managed email, hosted applications, and technical support services. Hostopia's suite of applications offers service providers a turn-key solution to address the demanding needs of their customers, without the cost, risk, and resources required to manage these services in-house. Flexible service provider partner programs include a complete range of integrated back-office billing and provisioning tools, feature-rich web hosting and email packages, automated sign-up servers, domain name registration, branded end-user control panel and WEBmail interface, self-service applets for the end user, worldwide technical support, training, and marketing support. Private-label technical support and co-branded sales services are also available for Strategic Partners. For more information, please visit www.hostopia.com or call (800)-322-9438.
What unique selling points do you offer?
Hostopia’s scalable web services solutions allow you to pay only for the services you use. With no up-front fees, major investment in expensive hardware, product development, or system administration there’s virtually no risk. Hostopia’s technology reduces technical support requirements by up to 90% and enables service providers to achieve high gross margins (up to 60% and more). No channel conflict with ever arise because Hostopia does not sell directly to the end customer.
Describe the services you offer?
Hostopia defines webhosting as web based applications that make business successful online. From developer tools used to build sophisticated websites to site wizards that enable a user to build a site with no html knowledge at all the first step is to get online. A website is, however, only part of the equation. Applications are required to have the site noticed on the Internet and to interact with the visitor. Hostopia offers a range of applications to facilitate online transactions, store building, search engine submissionsn, email, chat, and other applications.
Describe your target market?
Hostopia’s target marketing is service providers including; telcos, cablecos, HSPs, ISPs and domain registrars.
How is your company planning for the future?
Hostopia will continue to be a leader in web based applications and email. Momentum in the UK and Europe will continue from today whereby we expect to be a dominant wholesale provider in that market. Hostopia will be expanding operations into Europe with an office opening in the UK to bring us closer to our customers.
What benefits can you offer your customers?
Hostopia offers a flexible business model that can provide not only hosted applications but a full range of front office to back office operations from Tier1 customer support to billing system. Customized application plans based on the customer market requirements hosting packages can be designed to fit all market segments.
Hostopia produces a faster time to market with our project management team walking you through the set-up process so you can be offering hosting services within weeks, not months.
Low to non-existent initial setup costs and capital outlays, there is no need to purchase expensive equipment; you will get it all and can offer all of our state-of-the-art features to your customers. This leads to higher operational margins by reducing the amount of upfront overhead.
Web developers are able to privately brand all major aspects of the solution as an in-house offering while Hostopia operates completely in the background allowing you to present your brand to your customers.
How do you support your customers?
Hostopia does offer Outsourced Technical Support and Private Label Support Services. Hostopia’s Technical Support department is responsible for providing complete technical Support services to both Partners and End-users. In order to accomplish this effectively, the Support department is divided into 3 distinct tiers (Tier 1 through 3). Tier 4 support is an internal resource that is provided by the Hostopia’s Technology department
For all End-User and Partner support (Tier 1 through 3), Hostopia’s internal ticketing system is used to track, progress, and escalate all issues between the various Tiers. For any End-user or Partner interaction that can not resolve within the interaction (by voice, email, or text chat), an agent must escalate the issue a higher Tier (for resolution) by opening a ticket.
Hostopia’s internal ticket system is responsible for tracking any unresolved issues (both Partner and End-user) and progressing it to the appropriate resource (Tier) for resolution. Tickets within the system are monitored to ensure they are processed in a timely manner.
