How a leading web hosting group expanded global support coverage while improving quality and lowering costs.

Background

For over 25 years, this $300M hosting company has been a trusted leader in managed hosting and cloud infrastructure. With a family of brands and customers spanning eCommerce, SaaS, and enterprise IT, its success depends on one thing above all: exceptional technical support.

Yet as the industry shifted to remote work, the company faced a growing challenge. Recruiting and retaining qualified technical staff within its limited local markets was becoming increasingly difficult—and costly.

The Challenge

Before partnering with Touch Support, all staffing was handled in-house across physical call centers. This model worked for years, but it was increasingly unsustainable:

  • Limited hiring pool: Only candidates near call centers could apply.

  • Rising labor costs: Competition for experienced engineers was intense.

  • High turnover: The best talent was hard to keep in such a specialized industry.

As Brad (VP of Operations) explained,

“We quickly ran into issues finding qualified and experienced personnel in our markets. As costs grew, we had trouble finding people we could afford.”

The company needed a reliable way to expand its workforce—without compromising quality or customer experience.

The Solution

Touch Support helped the company make a major operational leap: introducing a remote and hybrid support model for the first time in its 25-year history.

Starting small, Touch Support initially provided recruiting assistance and a handful of qualified agents. Over time, the partnership evolved into a fully integrated global operation—covering everything from recruiting and training to day-to-day supervision.

“Touch Support helped guide us through that transition,” Brad recalls.

“They took the time to understand our culture, how we talk to customers, and what makes our brand unique.”

The Results

The impact was immediate and measurable:

  • Expanded coverage: The company was able to scale its headcount significantly—without increasing overhead.

  • Consistent quality: Customer satisfaction (CSAT and NPS) remained at or above historical benchmarks.

  • Reduced costs: Staffing expenses decreased despite overall market inflation.

  • Freed internal resources: Managers could focus on growth and innovation instead of constant recruitment and training cycles.

“We maintained the same customer satisfaction our clients expect—while reducing costs in an ever-increasing expense environment.”

Beyond Support

What began as a support partnership quickly expanded across the organization. Touch Support now contributes to:

  • Monitoring and abuse teams

  • Engineering and development

  • Sales and marketing operations

“At this point, Touch Support is integrated into almost every part of our business.”

Why It Worked

This partnership succeeded because it wasn’t just about outsourcing—it was about alignment. Touch Support mirrored the client’s goals, tone, and service philosophy, becoming a true extension of their team.

“Other providers told us they could find people for cheap. That’s not what we wanted.

We wanted to expand our brand, continue to grow, and keep providing best-in-class support.

Touch Support made that possible.”

The Outcome

Today, the hosting group continues to grow confidently in an evolving industry, supported by a scalable, flexible team structure that balances quality and efficiency.

“Touch Support has been a true partner. We trust them to handle areas that used to be our biggest pain points—and every time, they deliver.”