Over the last year SiteGround.com has become one of the serious competitors on the hosting market. The rapid growth, typical for a young and successful company, has urged a major restructuring inside that was implemented during the last 2 months. The new structure aims to improve the management of the internal processes and increase the customer satisfaction.
The major restructuring of SiteGround involves the shift of the primary focus of the company to the Technical Support Department and the addition of the new Account Management department. When the company started, the Support Department consisted of a 5-people team under the Supervision of the Server Administrators. “We were easily dispensable labor force,” says Tom Nickolson, the current Technical Support Manager who has been in the company since its beginning. Thanks to the strategy of differentiation through superb technical support and the multiple positive reviews from customers, the Support team got the leading role in the company. The team now consists of 10 supporters, 2 supervisors and 1 manager, all highly qualified. There is a hierarchy and a visible career path, needed to motivate the support stuff and make sure that the really qualified people stay around for a long period of time. The technical support is now much more effective and fast, made by people who understand the job very well and are happy to do it.
The new Account Management Department became necessary as a way to manage effectively the growing customer base and add a personal touch in the communication with the clients. It is also meant to decrease the workload of the Technical Department with cases that are too easy and straightforward, so that the Support team takes care of the problematic and difficult cases.
Now every new customer gets an Account Manager after signing up. The job of the account manager involves complex investigation of the customer’s background and often outguessing his/her needs (whether technical or sales-oriented) in order to provide professional consulting and complete satisfaction. “My observation is that customers like the idea of having someone to look after them and feeling a real person behind the wall,” says Annie Tailor, one of the Account managers at SiteGround. The most important in that job is the attitude to the client and the desire to make him/her happy.
The result of the these changes is already visible. The communication flow at SiteGround has been optimized. The work is now done much more effectively and customers are served much faster. No wonder the ratings and the referral rate at SiteGround went up. “SG has not only the best hosting packages, but also the most skillful staff,“ reckons an anonymous client happy to represent the majority.