Case Study: Phase2 Technology Leverages Managed Hosting to Focus on Core Business Objectives

Technology Support at the Cost of Customer Service

A leading provider of adaptable web software solutions, application development and consulting services, Phase2 Technology specializes in solving unique business challenges by providing consulting and technical solutions in practice areas that include: content management, membership and constituent management, CRM, online news and publishing, community tools and identity management. At the core of Phase2’s business objectives is providing tangible technical expertise with personalized and effective customer service that caters to the best interest of its clients. 

With the amount of service and support that Phase2 offers its clients, the company knew it would be difficult to manage a data center with the same resources it devotes to technology development and customer management. To help it maintain focus on customers, the company opted to outsource several IT functions including the deployment, maintenance, and administration of their customer supporting, public facing network. In selecting a hosted provider, Phase2 was looking for more than just a technology company; they wanted a long-term partner that would understand not only their technology and business objectives, but also those of their clients.

Initially, Phase2 chose a well-known, national managed hosting provider to deliver hosting and technical support. Soon however, Phase2 grew dissatisfied with the customer service and the hosting provider’s lack of understanding.

“We felt like we were just another service order number and there was never any individual attention to our needs,” said Frank Febbraro, CTO for Phase2. “Every service call led to a different client service manager who knew nothing about our IT concerns and capabilities. Instead of focusing on business growth and development, we spent more time managing those we hired to manage our IT.”

Technology with a Personal Touch

Phase2 recognized the need for a new managed provider that would deliver the personal attention necessary to understand Phase2’s technology and customers service needs and build out a program that catered specifically to them. Phase2 began an extensive review process, looking at several different providers, and upon the recommendation of one of its own customers, Phase2 discovered BlackMesh, Inc., a provider of information technology solutions for small and mid-sized businesses.  Almost immediately, Phase2 realized that BlackMesh was the perfect fit for their needs.

Once the company began working with BlackMesh, Phase2 saw an immediate change in the level of personalized customer service compared to its former national hosting provider. With the individualized attention BlackMesh gave Phase2, the company was able to refocus its resources on its core business, confident its IT needs were being met.

“After the issues with our former hosting provider, we realized that we needed a company that could dedicate a team of experts to understand, implement and improve our information technology infrastructure,” said Febbraro. “BlackMesh was not only able to meet those requirements, they also oversaw a seamless transition into their data center.  The team at BlackMesh listened to our concerns, assessed our situation, and then provided the resources and expert guidance necessary to manage our technology infrastructure.”

One key aspect to Phase2’s success is the unlimited customer service plan that BlackMesh provides. Considered a competitive advantage by Phase2, this plan allows Phase2 to leverage BlackMesh’s expertise throughout all aspects of its business operations. BlackMesh is willing to accommodate Phase2 at anytime, even operating at midnight and beyond to update Phase2’s servers.

By understanding Phase2’s business and customers, BlackMesh uses its in-depth expertise to solve several key technology challenges. In one specific instance, BlackMesh installed (and currently maintains) an LDAP server to consolidate the user management for Phase2, allowing all users to have the same identity, no matter which server they log in to.  

The Path to Business Growth

Since selecting BlackMesh, Phase2 has expanded its client base and its own hosted offerings. Before BlackMesh, Phase2 did not have any hosted clients, but since 2005 Phase2 has added over 30 clients that are hosted on BlackMesh servers.

Phase2’s business continues to grow and as a result, the company expanded its space within BlackMesh’s data center, nearly doubling their hosted capacity in the past two years. Through building a one-on-one relationship, BlackMesh has developed a comprehensive understanding of Phase2’s technology needs, which allows BlackMesh to have a proactive customer service plan that identifies potential issues before they become problems.

“BlackMesh has far exceeded our expectations in expertise and customer service. You know that they really care about our company’s success,” said Febbraro. “By understanding our specific needs, the expert team at BlackMesh allows us to focus on building our business, instead of managing the everyday details of IT management. BlackMesh provides the same top tier customer service that we deliver to our own customers, building a relationship that enables our organizations to grow together organically.”