As you look more into SingleHop, you will find that we focus on being extremely transparent on all fronts. This means that during the bad times, downtime, or any other form of service interruption, you can be sure that we’ll communicate as openly as possible and with as much detail as possible. It also means that when positive things happen, you probably won’t hear the end of it!
With that said, I am absolutely thrilled to announce our Q1 2009 results. During the first quarter of this year, we recorded growth of over 400% when compared against the same period in 2008. This equates to over 1,000 dedicated servers provisioned, and 500 of these servers were sold in 1 month!
What’s interesting is that during this period we didn’t increase our advertising spending, and our ARPU (average revenues per user) stayed consistent with past periods.
These are fantastic results which we attribute largely to increased accessibility for our clients, as well as increases across the board in the quality of service that we’re providing. Both factors increased our word of mouth referral business (thank you!), and our overall website conversion rate.
Here are some hard numbers to show you exactly what has improved.
- We have invested $250,000 in a massive network overhaul without adding any cost to clients.
- Server provisioning time was reduced from 57 minutes to 27 minutes, on average.
- Phone hold times were reduced from 2 minutes to 30 seconds, again on average.
- Technical support ticket response times also dropped from an average of 17 minutes to 9 minutes.
- Sales department hours have been expanded from M-F 9am-5PM CST to M-F 8am-10pm.
Beyond the numbers, which you’ll find are equally important at our company.
During this quarter, we have also launched a number of new features, including our Private Network, which enables remote, secure administration of servers, and our Server Bailout System, this last one enables remote troubleshooting and repair of servers in a powerful, multiplatform rescue environment. Both existing customers and new customers can take advantage of these powerful new features free of charge.
Additionally, we launched one of the most exciting extensions to our LEAP server control platform- LEAPMobile. This offering gives our customers remote control from the road, on an array of devices of our customers choosing. And, in recognition of Murphy’s Law, launched 100% free priority support for tickets submitted through LEAPmobile. Priority support guarantees an ultra-fast response time of less than 15 minutes.
The numbers and events highlighted above are especially impressive when put into the context of the prevailing economic environment. While other companies are cutting costs, at SingleHop we keep charging forward. Our employee growth is yet another sign of this relentless move ahead. In this same period, we have welcomed to the company several key individuals. We now count on a new CFO, a VP of Communications (Daniel Salcedo- Twitter), two more sales personnel and a new Senior Network Engineer. Also, we have added more systems developers to help with our ever-growing need for high-quality code. During this same time period, we have decreased hold times by adding several new employees to our NOC team.
Now that I have covered the last three months, let me give you some insight into what’s coming next. In Q2 2009 we’ll be opening a new Chicago data center location, as well as adding more ways for clients to maintain control over servers hosted with SingleHop. The launch of LEAPWebTop & LEAPMobile was a start, on our extended journey of empowering our clients and creating more, faster, and easier ways to control their servers. You can be sure that if you’re a SingleHop client, we’ll empower you with a great deal of tools- if we can automate it and extend it to you, we will! I personally welcome you to visit our offices, you will see all the people who make SingleHop a great company, and the metrics spread throughout our workplace, which challenge us to achieve more.
All in all, we have enjoyed a very strong quarter, both fiscally and otherwise. Here’s a big ‘hip-hip-hooray’ for many more of the same, and we can’t thank you enough for being a client. Great work to all SingleHop employees!