GoBuya.com Enhances Customer Experience and...
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AT–A–GLANCE COMPANY: GoBuya.com INDUSTRY: E-commerce WHAT THEY DO: GoBuya.com, a group buying Internet site, provides a wide array of daily deals to its subscribers. IT GOALS: GoBuya.com wanted to partner with a trusted and valued IT hosting company to ensure 100% uptime of its website; to get around-the-clock technical support; and to increase infrastructure capacity to support its aggressive marketing campaigns. SOLUTION: GoBuya.com chose Rackspace’s dedicated hosting solution to enjoy guaranteed SLAs, 24x7x365 support, and the flexibility to scale.
GoBuya.com Enhances Customer Experience and Fuels Business Expansion with Rackspace Managed Hosting and Fanatical Support® GROUP-BUYING A GROWING TREND A successful e-commerce group-buying site in Hong Kong, GoBuya.com has expanded rapidly since it launched in June 2010. Starting with three people, GoBuya.com has grown to become a team of 30 thanks to continuous business growth and consistent market demand. With 200,000 daily email subscribers and 93,000 Facebook fans, the site receives over 450,000 unique visits every month. “Despite the overall slow development of e-commerce or online shopping market in Hong Kong, we have seen the concept of group buying thrive over the last couple of years,” said Wai-Lun Hong, Founder and Managing Director of GoBuya.com. “Hong Kong consumers have really
taken to searching online for deals, and group buying has shown tremendous success in getting people to try new products and services.” “We plan to offer more products from different industries to continue to attract new subscribers to our site and ensure the existing ones keep coming back.”
LIFE BEFORE RACKSPACE GoBuya.com had previously hosted its server at a local data centre facility and relied on its in-house IT technicians to manage it. Wai-Lun doesn’t look back at this period with fond memories, citing the experience as “unforgettable”. “There was a time that the website was unstable and we had to stay overnight at the data centre to
Rackspace Hosting Asia Pacific Regional Office: 9/F, Cambridge House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong Sales +852 3752 6488 Support +852 3752 6464 fax +852 2805 0070 Website Address: www.rackspace.com.hk
Rackspace Australia Suite 3, Level 7, 210 George Street, Sydney, NSW 2000, Australia Sales 1800 722 577 Support 1800 421 267 Website Address: www.rackspace.com.au
BENEFITS: Partnering with Rackspace empowers GoBuya.com to enhance customer experience and allows the company’s internal IT team to focus on web and application development. Rackspace’s Fanatical Support® also enables GoBuya.com to concentrate on its core e-commerce business and its upcoming expansion plans.
fix it,” he said. “That was a very long night and not one we want to repeat.” “In the past we had also worked with a local hosting company, but from time to time we experienced problems of instability and the level of technical support when issues arose was insufficient and did not meet our expectations. They couldn’t give a valid solution to the problem and there were times we couldn't even reach a technician to seek advice or support,” Wai-Lun added. Wai-Lun believes that stability and reliability of a site are the bread and butter of any e-commerce business given that any single downtime incident could potentially cause significant damage to brand engagement and reputation, customer loyalty, and ultimately revenue.
“One of the reasons that we chose Rackspace was for its industry-leading service level agreement (SLA), which clearly outlines the company’s promise and responsibility,” said Wai-Lun. “This really made me feel at ease about moving our site over to Rackspace’s dedicated hosting platform.” GoBuya.com’s decision was further reinforced by the knowledge that Rackspace is renowned throughout the industry for its reliable service and its expertise delivered through its own brand of Fanatical Support®.
REAPING THE BENEFITS OF RACKSPACE’S DEDICATED HOSTING With Rackspace as its hosting partner, GoBuya.com has enjoyed a highly secure hosting experience with industry-leading SLAs and 24x7x365 Fanatical Support®. “Whenever we encounter technical issues, experts from Rackspace respond in less than five minutes and find a solution right away. We had heard of Fanatical Support® prior to meeting with the team at Rackspace and we can really see the difference and impact from the immediate support they offer. The professional skillset its people possess is exactly what we were looking for in an IT partner,” said Wai-Lun. In addition to the service Rackspace provides, the reliable hosting partner has increased the infrastructure capacity for GoBuya.com, which now enables the website to manage a high volume of traffic and ensure smooth activity.
“It is important for us to offer a superior user experience that allows us to sustain engagement with customers and ensure they keep coming back.” Wai-Lun said. “In this fast-moving city, every second counts and that’s why we have to try our very best to minimize the web page loading time. If not, then we are at risk of visitors leaving the site straight away and going to our competitors.” “With Rackspace’s worry-free hosting service, we have been able to reduce spend on internal IT resources and put our focus and attention back on the business and continue to expand rapidly without any distractions.”
WHAT’S NEXT? Wai-Lun is planning to further increase the infrastructure capacity to maximize local coverage to ensure a highly secure website. Wai-Lun said: “GoBuya.com is planning for further business growth in the next six months with plans to offer a wider variety of products to its customers, which we will support with aggressive marketing campaigns. I am confident that the partnership with Rackspace will help us go those further miles without any burden.” Moving forward, Wai-Lun will also consider leveraging Rackspace’s cloud offerings to cope with the rise in traffic and transactions in the near future.
RECOMMEND RACKSPACE TO OTHERS Wai-Lun had been familiar with Rackspace for quite some time before eventually becoming its customer.
“We are growing very rapidly and we have recently initiated a number of marketing campaigns,” Wai-Lun said. “With Rackspace, we do not have to worry about traffic overload generated by our promotional activity.”
“Rackspace is held in high regard for its Fanatical Support® and I can honestly say they truly deliver on what they promise,” he said. “The top-notch service it provides is really incomparable in the market.”
Since deploying Rackspace’s managed hosting solutions, GoBuya.com has enhanced the overall customer experience by accelerating page load times by 20% to 30%.
“I would definitely recommend Rackspace to my friends and people within the industry for the company’s competence, excellence in service, and reliability.”
Rackspace Hosting Asia Pacific Regional Office: 9/F, Cambridge House, Taikoo Place, 979 King’s Road, Quarry Bay, Hong Kong Sales +852 3752 6488 Support +852 3752 6464 fax +852 2805 0070 Website Address: www.rackspace.com.hk
Rackspace Australia Suite 3, Level 7, 210 George Street, Sydney, NSW 2000, Australia Sales 1800 722 577 Support 1800 421 267 Website Address: www.rackspace.com.au
