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Rackspace Hosting

How to EnterCompany: Rackspace Hosting
Company Description: Rackspace is the world's leading specialist in the hosting and cloud computing industry. Founded in 1998, we deliver enterprise-level hosting services to more than 161,000 customers of all sizes and kinds around the world.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year

Nomination Title: Rackspace Email & Apps Team Delivers Fanatical Support to Customers:

Tell the story about what this nominated team achieved since the beginning of July 2010 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

Rackspace prides itself on raising the standard for customer care by providing
an unmatched level of service known as Fanatical Support®. This pledge to
provide the highest quality 24x7x365 customer service is exemplified by the
dedication of Rackspace’s Email & Apps support team.

The 108 Rackspace employees, or Rackers, on the Email & Apps support team manage
2.5 million customer mailboxes and approximately 35,000 customer requests each
month, with issues ranging from resetting passwords to troubleshooting mobile
device connectivity problems.

The team’s propensity to consistently deliver the highest level of customer
support was most evident on February 4, 2011 when a snowstorm hit San Antonio
where Rackspace is headquartered. The storm approached rapidly, and with poor
weather conditions and icy roads presenting safety concerns, Rackers were
encouraged to stay indoors and work from home. However; due to widespread power
outages, working remotely was not an option for everyone.

Regardless of the weather, Rackspace customers expect and deserve the same level
of Fanatical Support they always get, which includes a live representative
answering the phone within a couple of rings. This is a commitment Rackers take
seriously.

While those with power worked from home, many Rackers without electricity made
their way to a colleague’s house to share Internet access and work remotely.
These Rackers collaborated closely with team members at the office to obtain
important information needed to resolve customer issues. Additionally, numerous
Rackers opted to work throughout the night and actually slept at the office to
help facilitate customer requests.

Despite being down 30-40 percent of the team, the remaining Rackers pulled
together to compensate and remarkably responded to the same volume of requests
as any other day.

Dedication like this does not go unnoticed. Customers are often so moved by the
quality of service the support team provides, that they send small gestures of
gratitude– from energy drinks and T-shirts to smoked salmon and autographed
copies of books they’ve written. In true Racker fashion, the support team views
these gestures as an opportunity to reciprocate and show their appreciation for
the customer by developing creative, quirky video responses to their gifts.

The team’s devotion extends beyond customers and into the community at large as
well. In September 2011, this tight-knit group spent some team bonding time
after work remaking the popular “Party Rock Anthem” music video by LMFAO, which
went viral and captured the attention of educators at a local school in the
community. The team’s energy was so infectious that Walzem Elementary School
invited the Rackers to come teach a select group of students the dance routine
from the video as a reward for perfect attendance.

The Rackspace Email & Apps team is comprised of people who are passionate about
what they do, the customers they support and the community they serve. Fanatical
Support is not a tagline, it’s the foundation of Rackspace’s culture and a
mentality that the Email & Apps support team lives and breathes each day.


List hyperlinks to any online news stories, press releases, or other documents that support the claims made in the section above. IMPORTANT: Begin each link with http://, and enclose each link in square brackets; for example, [http://www.youraddress.com]:

Email & Apps Support Team Performing “Party Rock Anthem” Music Video
http://www.youtube.com/watch?v=QU-JBbdoDNE

Email & Apps Support Team Visiting Walzem Elementary School
http://www.youtube.com/watch?v=UfNiW_p-0ho

Email & Apps Support Team’s “Thank You for the Salmon” Video
http://www.youtube.com/watch?v=z4SypTy00hg

Email & Apps Support Team’s “Thank You for the Books” Video
http://www.youtube.com/watch?v=8_iiZCN9Okg

Email & Apps Support Team’s “Thank Your for the Energy Drinks” Video
http://www.youtube.com/watch?v=o6Z7qQr04us


Provide a brief (up to 100 words) biography about the leader(s) of the nominated team:

Bryan Carter, Senior Manager in Cloud Apps

Bryan joined Rackspace in January 2006 as an account manager in the Managed
Hosting segment of the business. Quickly learning the role and continuously
looking for ways to improve the business, he created an on-boarding class for
new account managers and moved to Rackspace University as a business trainer.
Bryan is currently a senior manager in Cloud Apps. His team handles all support
requests for Email & Apps products.

Bryan enjoys spending time with his wife and 6-year-old son, traveling,
photography, graphic arts, water sports, boating, and riding motorcycles.