C I Host, a global leader
in Web hosting and Internet infrastructure, has launched a new customer service
program to live up to its mantra – “to hold customers’ hands every step of
“We have always put our customers at the center of our business and have
developed technical support and customer service programs that have reflected
that priority,” said Christopher Faulkner, CEO of C I Host. “Today
that is becoming more important than ever. Our new program, “Customers
Rule!” will make a great service incredible.”
The development of the program grew from C I Host’s understanding that poor
customer service is one of the major complaints of 21st Century society as
people struggle to make sense of an increasingly complex and technological
In too many day-to-day transactions, customers must deal with impersonal and
unresponsive online support. They become infuriated by computer-generated emails
that don’t answer their questions and chat rooms that crash just as a problem is
about to be solved. They put their call to tech support on their speakerphone
and cook dinner while waiting.
C I Host is different – always has been, always will be.
C I Host already has one of the lowest churn rates in the industry – 4 percent –
and its new program is expected to increase customer satisfaction and drive that
turnover rate even lower.
In developing the new Customer Experience Initiative – dubbed “Customers
Rule,” C I Host has examined every customer contact point and devised ways
to reach out at crucial times. The company has spent eight years surveying its
customers, compiling data and charting customer expectations. That experience
and analysis has led it to the current program.
“Every contact made throughout the entire lifecycle of a customer’s
relationship with C I Host, whether it is through marketing, sales, billing,
customers service or technical support, will be made with the utmost
professionalism, accuracy and thoroughness,” Faulkner said.
The new Customer Experience Program ties together several of C I Host’s current
programs, including its customer loyalty program, “It’s Nice to Know You’re
Appreciated,” its new ServerProtect Life Cycle” program, its callbacks
and its customer surveys, into one complete customer enhancing program –
The new program even enlists executives and managers in the quest to keep wait
times down. When wait times reach a certain level, all 190 employees are alerted
through a company wide wait-time monitoring program and jump in to help.
“Everyone at C I Host takes calls,” Faulkner said. “No one is
immune to helping our customers and no one can hide behind email. That is the C
I Host advantage – customers receive personal treatment from people who
To manage the new Customer Experience Initiative, C I Host has hired Gina
Sanchez as the new Director of Customer Service/Delivery.
Sanchez has more than ten years experience in customer service management and
related activities at Wells Fargo, Office Depot and other firms. She was
recently honored for her creation of a Vice Presidents’ Customer Relations
Hotline for the Associates Financial Services Company, Inc., in Irving, Texas,
by the Associates Presidents Association.
Faulkner said Sanchez’ experience in creative problem-solving and
people-centered customer relations makes her the ideal person to lead new
“Customers Rule!” Program.
“We want to go back and use some old fashioned tools like the telephone to
really add that personal touch to our service,” Faulkner said. “With C
I Host, you are not just a number. You are a partner and we are dedicated to
ensuring our customers are successful in whatever online venture they
Improving customer satisfaction is the engine that drives all of C I Host’s
activities, especially those that deal with security and reliability. Over the
past few years, C I Host has plowed millions of dollars into technology
advancements that benefit customers.
C I Host increased the bandwidth available to customers with dedicated servers
four times in 2003, bringing it to 1,000 GB, which is ten times the industry
average. C I Host spent $500,000 last year to expand the power system of its
core data center in Bedford, an investment in reliability that is enabling the
firm to back up its 100 percent Service Level Agreement and 30-minute hardware
C I Host also expanded its data center in Los Angeles and opened a new center in
Chicago in 2003. A fourth data center is scheduled to open in London this year.
C I Host has also consistently expanded its network, now the largest privately
owned network in the world.
“All of this is part of our continuing commitment to our customers,
especially those in the SMB market,” Faulkner said. “Owners of small-
and medium-sized companies are the backbone of the American economy. They make
up an increasing share of the e-commerce market and need to be able to devote
their time and resources to running their own business. We take care of the
technical end and give them all the support they need so they can tend to their
core competency, whatever it may be.”
About C I Host
C I Host (www.cihost.com), based in the Dallas/Fort Worth market, is a Web
hosting and Internet solutions provider, domain name registrar (DNR) and
application service provider (ASP) serving 205,000 individual consumers and
businesses in 182 countries worldwide.
C I Host creates business-class Web hosting solutions for the small- and
medium-enterprise (SME) market, with the broadest portfolio of managed hosting
and value-added services in the industry. C I Host is accredited by ICANN to
register domain names.
C I Host is HIPAA-compliant and has passed the SAS70 audit.
C I Host has been ranked #1 in speed by the Adoloma Web Hosting Guide. C I Host
has been consistently ranked among the Top 5 Web hosting companies out of 16,000
around the globe by c|net’s Ultimate Web Host List, HostPulse,
WebHostsOnline.com and HostChart.com. C I Host was named among the Top 25 Web
hosting companies by HostIndex.com.
C I Host offers turn-key services ranging from initial domain name registration
to custom dedicated servers for e-commerce on today’s Web. The company offers
innovative packages and services to the Internet community.
C I Host operates three diverse data centers across the United States, with its
main facility and Network Operations Center in Bedford, Texas. C I Host also has
offices in Los Angeles, Chicago and London.
All telco-grade, tier-1 data centers are wholly owned and operated by C I Host
and consist of redundant diesel generator backups and a temperature-controlled
secure environment with fully redundant UPS capability. All server hardware is
fully tested and configured for optimal performance. Daily Web server backups
and full fire protection guard against any data loss. To deliver speed and
reliability, C I Host’s servers are connected to two OC-12 fiber connections,
five DS-3 and two OC-3 lines from five diverse Internet backbones for a total of
more than 2.6 Gigabits of available bandwidth.
C I Host
1851 Central Drive Suite 110
Bedford, TX 76021