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Company: (mt) Media Temple, Culver City, CA
Company Description: In 1998, Media Temple began to help people and businesses succeed online. Over 125,000 customers now rely on Media Temple for domain registration, web hosting, virtual servers, and other services. We offer premium service at a competitive price, and superb customer support. With 200 US employees, Media Temple is repeatedly rated among the fastest growing companies, and best workplaces in America.
Nomination Category: New Product & Service Awards Categories
Nomination Sub Category: Contact Center Solution – New Version

Nomination Title: Contact Center Solution - (mt) Media Temple

Tell the story about this nominated product or service (up to 525 words). Describe its function, features, benefits, and sales to date:

In 2012, (mt) Media Temple noticed that the web hosting industry was missing something. Customers wanted more than basic product support. While we could answer any questions customers had about our hosting products, we found they still needed support that was beyond that scope. Unfortunately, this need often left the customer searching for additional support elsewhere. We found that this was an issue throughout the industry, with other web hosts struggling to fulfill this need for their customers and often in an inconsistent way that left customers confused.

In June 2013, (mt) Media Temple introduced an innovative solution that revolutionized the web hosting industry: CloudTech Premium Support, a new platform that provides technical support at the application level.

CloudTech Overview: http://player.vimeo.com/video/67608553

Empowered CloudTech engineers save the day when “the front line” has gone as far as they can go. When core solutions are not enough, CloudTech is the next step. This system pioneered a way of directly providing the in-depth support our customers were seeking.

Not only does CloudTech offer premium support, they provide specialized solutions. Customers tell us exactly what they need, and then an advanced technician reviews their request and determines what service is best for them. We offer two types of CloudTech support: one-time “On-Demand” solutions and a subscription-based “Always On” service.

Customers can take advantage of those premium services and get the in-depth help they want from the company they already know and trust. Clients like Michele from the Uprising Creative are raving about CloudTech’s courteous and compassionate approach to resolving tough technical issues:
http://player.vimeo.com/video/67672274

No one knows (mt) Media Temple’s products better than we do. For the first time ever, “technical support as a service” (TSaaS™) creates new solutions for our customers, with the added benefit of turning overhead into revenue.

CloudTech has been a resounding success for (mt) and our customers. The results are in:

• We have sold over 3,000 CloudTech services since launch.
• Front line support wait times have decreased by 33%.
• Customer satisfaction has risen to 94%.
• CloudTech revenue has grown to an average of $50,000/month and over $855,000 to date.
• Estimated 2014 CloudTech revenue will offset more than 20% of support salary expenses.
• Staffing was achieved through internal promotions, without increasing overall headcount.

Thanks to this amazing system, all our customers can get the help they need in a timely manner from a personable and highly-trained technician. This industry-first has created quite the buzz in the web hosting world, and the response from our customers has been overwhelming. Media Temple’s success with CloudTech has been so widely noticed, that other hosts are trying to emulate this incredible solution. We are proud to be a solutions-based web hosting company that puts the customer in the spotlight, and CloudTech makes that light shine even brighter.

Provide a brief (up to 125 words) biography about the leader(s) of the team that developed this nominated product or service:

Robert Gregory is Vice President of Customer Support at (mt) Media Temple, a web hosting company in Los Angeles, CA. Leveraging his 10+ years of experience in support, Robert has built Media Temple’s cross-platform, 24/7 customer service to provide customers’ solutions via multiple channels.

In 2013, Robert spearheaded the launch of CloudTech, a platform offering premium support, which has redefined the perception of call centers from cost centers, to profit centers. Robert has increased overall satisfaction by 60%.

Media Temple’s support teams’ achievements have been internationally recognized. They've won the 2012 Stevie Award for Customer Service Department of the Year and the Parallels 2013 Excellence in Service Award.

Robert lives in Marina del Rey, CA, with his newborn baby and wife.