Q: Why is Cobweb the biggest provider of Microsoft Hosted
Services in the UK and Europe?
A: Because our Customers are Long-Term customers
For sure there are many Hosting companies in the UK and Europe
with big POP3 mail platforms but what we think is important is the
scale and capability to provide and service what we call MAPI
mailboxes. This is the type of mailbox that connects to a Microsoft
Exchange Server and offers the full functionality of online and
offline working, share calendars, tasks and public folders.
Our customers tell us that they want to partner with an
established company who has made the right investments in its
business and technology platforms to be able provide a money backed
Service Level Agreement that actually means something.
With the recent announcement by Microsoft to enter the Online
Service business by offering a vanilla version of Hosted Exchange
and SharePoint through its Partner Channel we believe the market in
the UK is set for consolidation – We know it is very difficult to
run a profitable Hosted Exchange business with less than 5000 –
10,000 users. By selecting the leading partner in the UK you can
rest easy knowing that you have reduced your risk and that we will
be investing on your behalf every week and month of the year.
Experience is not just about longevity – At Cobweb our
experience and expertise comes from a strategic approach to our
learning and delivery model. We believe People are the centre of
our service delivery model, with some of our most trusted and
experienced technical people having been with the business
for 14 to 15 years – not bad for a company born 16
Our skill sets can be complex and specialised which is why our
Service Desk with over 26 agents is so important for us – We would
never outsource this function as it is the breeding ground for the
new talent of tomorrow.
This approach ensures that we are continually building on our
own Cobweb IP and knowledge – We recognise that this can lead to
our good service agents leaving the Customer Service Desk and
moving onto other areas and we minimise the negative customer
impact by ensuring we have the right tools such as internal and
external knowledge bases, good training for less experienced agents
and a culture of knowledge sharing across teams.
Delivering a robust, secure and reliable Managed Messaging or
Data Management solution is not easy, delivering at scale like we
do is even harder, but our experience ensures that we have lower
than industry standard rate of Customer attrition and Customer
Satisfaction rates remain consistently high.
External accreditations and auditing is a vital part of our
Business Strategy – Business Process experts constantly prove that
what is measured will improve and we believe there is no better way
of managing business systems and process than being able to work to
a predefined and proven framework and regularly reviewing
Our business framework includes ISO9001, ISO27001 and the
Microsoft Prognostics Customer Satisfaction tools, if you add that
with our Business planning activities and strict monthly financial
performance monitoring we have a series of Monthly and quarterly
check and checkpoints that drive Process and Service
The Managed Services marketplace is moving as fast as the online
world, it is only by good business management a Managed Service
Company can constantly deliver an up-to-date set of services that
meet the changing needs of its customers.
As our business has grown we have steadily made increasing
investments in our technical platforms and people. This is vital –
If you are not moving forward you are moving backwards. Investments
this year have been in our EMC storage platforms, Tape backup
Library, Network load balancers and switch, Scaling of the Exchange
platform including two new back ends increasing capacity but some
Additional investment has been made in the soon to be live
Provisioning and Billing platform that sits behind the new Exchange
and SharePoint 2007 platform. In the coming fiscal year investments
will continue to be made in platform scalability and in addition
the provision of a 3rd Data-centre facility to drive to
even greater redundancy and platform resilience.
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