HOW A CHILEAN HOSTING COMPANY REDUCED SUPPORT CALLS AND IMPROVED IT’S EMAIL SERVICE BY PARTNERING WITH MAGICSPAM

When you think of hosting Chile may not be the first country that springs to mind, however there is a company there that has quietly becoming a powerhouse in the region. Tecnoera is an Internet Provider and Hosting company with that offers Web Hosting, Datacenter and Cloud solutions with offices in Chile and Peru servicing the Government, Mining, The Company Enterprise, SMB and Telco sectors, with more than 20 years experience. Their hosting division under the brand NetExplora has two data centres Company: Tecnoera in Santiago and Vina del Mar. But like many companies, growth comes Location: Chile, Latin America. with new challenges, and like many hosting companies they found Industry: Hosting Provider themselves facing issues related to email and spam protection for their : tecnoera.com customers. And like others, they found that much of their support costs were also related to email problems their hosting customers faced. Employees: 30 Employees "Email Support problems due to spam, hacking, phishing and email delivery account for more than 50% of all support costs in many hosting companies"

The Challenge & Pain Points Tecnoera embarked in an indepth review of the available methods to address this problem, but many of the traditional methods and vendors - High Hosting Support Volumes either involved considerable expense, or weren't designed specifically to - Addressing Spam Volumes suit the needs of the hosting industry, or the needs of their customers. They needed a solution that fit their business model. Part of that - Customer Retention business model was providing services using a common hosting panel - Server Performance used in the industry called cPanel, and that's when they found a product specifically geared for hosters, our product "MagicSpam" that they decided to try out. They needed a solution that was easy to use and implement, cost effective and that would allow their customers to be more in control of their own email platforms. And the early testing showed great promise early on, from reducing bandwidth and attacks efficiently, lowering overhead and support calls, as well as protecting The Solution their users in a unique way, that was less reliant on pure filtering techniques, that didn't always work as well in non-traditional markets, Partnering with MagicSpam as a languages and demographics. And the ability to put the control into the Reseller, and implementing users hands held special appeal. MagicSpam on all their cPanel servers across the board. And the discovery was timely. Over the last two years, according to Universidad de Chile, cybercrime in the region has grown 74%. Business Email Compromise (BEC), Ransomware and phishing are some of the biggest threats facing their customers. Both spammers and hackers have discovered that this type of cybercrime is very profitable and levels and sophistication of these attacks continue to evolve. Results As such, Tecnoera chose to enter into the MagicSpam Reseller program, 100% reduction in blacklisting so that they could more easily implement protection against the greatest related support calls. threats to their customers along with the hopes that this could not only lower their support call volumes and costs, as well as reducing customer churn. Less collateral damage when addressing Spam problems MagicSpam PRO for cPanel is bundled with NetExplora email related to a single customer. products as a value add to all their customers, and it has quickly proven to be a successful strategy. Significant reduction in Spam and email volumes. "Once we partnered with MagicSpam, we saw an immediate positive About MagicSpam: response from our clients. And for our engineering teams, the process to install the product was very simple and support for the product MagicSpam is developed by the outstanding. But even more important, our customer support calls have mThreat Division of the Wizard been vastly reduced" group of companies. MagicSpam is a drop-in Spam and Threat The reduction of support calls can be attributed not only to the reduction detection product for many email of attacks, but in the way the protections have been offered to the platforms, including Zimbra, customer. While many products may promise spam protection, no MailEnable, cPanel, , solution is 100% accurate. There will always be at least 'some' level DirectAdmin, Interworx, specially where the customer has to be involved in making choices for their developed to suit the needs of the business, and if you are going to offer customer facing tools, it has to be Hosting Industry. A low-cost easy for them to understand and use, otherwise you end up with more efficient plugin, with sales in over phone calls again. The simplicity of MagicSpam interfaces, the clear and 83 countries, sold online and via concise logs, statistics and other features inspires customer confidence. over 200 official resellers. Winning customer trust is an essential part of creating growth in a hosting company. For more information about MagicSpam visit "What motivated our company originally to work with MagicSpam was http://magicspam.com or follow us simply that we were desparate to address the problems with load on our @magicspam on twitter. servers, and the number of support calls related to spam and fraud"1

What really surprised Tecnoera was the unexpected benefits. That the adoption would be about more than only the 'known' pains points. The About Tecnoera: 'before and after' picture quickly brought to light unexpected intangible benefits. Tecnoera is an Internet Service Provider (ISP) and hosting company "Now we offer an email system with spam filtering levels that compete that provides telecommunications with the experience that GMail (Google) and Office 365 (Microsoft) solutions, data centers, unified deliver" communications for medium and large-sized companies and In a competitive hosting industry, often it is the little things that deliver institutions. Tecnoera has offices in trust to your customers. While originally Tecnoera moved to MagicSpam Santiago and Vina del Mar in Chile, to solve their own immediate business pains, they quickly identified and services the Latin American many other benefits internally, but more importantly they found their market. offerings solved their 'customers' business pains.

For more information about It is true; business email protection and security are now recognized as Tecnoera visit http://tecnoera.com one of the biggest threats facing customers, but providing a solution that or follow them @tecnoera on fits into the way they operate is even more important. twitter. Learn more about NETexplora by visiting http://netexplora.com or following Next Steps: @NETexplora on Twitter. Contact our sales team to discuss your needs [email protected]

1 Tecnoera’s comments were made by Eduardo Castro, CEO and the Christian Pizzarro, System Administrator. 2 https://www.uchile.cl/noticias/155187/chile-es-el-tercer-pais-mas-vulnerable-al-phishing-en-latinoamerica