Here at Closrr, our reputation is built on reliability. For years, we’ve provided fast, secure hosting with great customer support. But like many in our industry, we faced a persistent challenge: our customers’ WordPress sites.
We saw our clients struggle with outdated plugins, security issues, and performance breakdowns. While our support team was always there to resolve issues, we knew that being reactive wasn’t enough. We recognized an opportunity to deliver even more proactive value and truly take the burden of maintenance off of our customers’ shoulders.
This is the story of how we transformed our own service model to build deeper trust and offer our clients ultimate peace of mind.
The Limits of Reactive Support
Our reality was a cycle of “firefighting.” A customer’s WordPress site would go down, they would call us in a panic, and our support team would spring into action. While we were great at resolving these issues, we knew the experience was still frustrating for our clients.
The worst part? Most problems stemmed from the same root cause: outdated and unmaintained WordPress installations.
Let’s quickly explain the inefficiency of the old model: “Before, we were retro-active in our support. The customer would first have to find out there is something wrong with their site, call us, then we’d troubleshoot… It took 30 minutes to an hour each time.”
This hands-off approach to site maintenance was holding us back from delivering the world-class, hassle-free experience we strive for.
The Shift: Building a Proactive Management Platform
To break the cycle, we invested in building a proactive maintenance platform directly into our hosting infrastructure. This powerful suite of management and monitoring tools became the engine for a brand-new service tier.
With this new capability, we introduced Closrr Premium Support, layering fully managed WordPress maintenance on top of our best-in-class hosting. We now handle plugin and theme updates, security monitoring, downtime alerts, and more—on behalf of our customers.
Instead of waiting for problems, we now prevent them. The shift has been transformative.
“Now we’re proactively notified when something is wrong with a customer’s website, and we fix it as part of our extra service before the customer even notices there’s a problem.“
This has created massive benefits for both our customers and our internal teams. Our clients experience fewer issues and near-zero downtime, while our support team spends far less time on emergency troubleshooting.
The Results: Metrics That Matter
Our investment in a proactive strategy has paid dividends, allowing us to deliver a superior service to our customers:
– 30-60 mins saved per support incident, freeing our expert team to focus on proactive improvements.
Making Our Invisible Work, Visible
One of the challenges of great maintenance is that when everything works perfectly, customers might not even notice. That’s why our platform includes an automated reporting feature to communicate the value we provide every month.
These reports transform our invisible background work into tangible proof of our commitment. We show our customers every update we’ve performed and every threat we’ve neutralized. This transparency is key to building lasting trust.
Our Promise To You: A Truly Hassle-Free Experience
Our journey from a reactive to a proactive service model has been a game-changer. By embracing this new philosophy, we can now offer an additional, powerful service layer alongside our hosting packages.
For us, the real win is being able to offer our customers a truly hassle-free solution, giving them the freedom to focus on their business instead of their website. For businesses looking for a hosting partner that is proactively invested in their success, our story shows what’s possible when you refuse to settle for the status quo.
We saw our clients struggle with outdated plugins, security issues, and performance breakdowns. While our support team was always there to resolve issues, we knew that being reactive wasn’t enough. We recognized an opportunity to deliver even more proactive value and truly take the burden of maintenance off of our customers’ shoulders.
This is the story of how we transformed our own service model to build deeper trust and offer our clients ultimate peace of mind.
The Limits of Reactive Support
Our reality was a cycle of “firefighting.” A customer’s WordPress site would go down, they would call us in a panic, and our support team would spring into action. While we were great at resolving these issues, we knew the experience was still frustrating for our clients.
The worst part? Most problems stemmed from the same root cause: outdated and unmaintained WordPress installations.
Let’s quickly explain the inefficiency of the old model: “Before, we were retro-active in our support. The customer would first have to find out there is something wrong with their site, call us, then we’d troubleshoot… It took 30 minutes to an hour each time.”
This hands-off approach to site maintenance was holding us back from delivering the world-class, hassle-free experience we strive for.
The Shift: Building a Proactive Management Platform
To break the cycle, we invested in building a proactive maintenance platform directly into our hosting infrastructure. This powerful suite of management and monitoring tools became the engine for a brand-new service tier.
With this new capability, we introduced Closrr Premium Support, layering fully managed WordPress maintenance on top of our best-in-class hosting. We now handle plugin and theme updates, security monitoring, downtime alerts, and more—on behalf of our customers.
Instead of waiting for problems, we now prevent them. The shift has been transformative.
“Now we’re proactively notified when something is wrong with a customer’s website, and we fix it as part of our extra service before the customer even notices there’s a problem.“
This has created massive benefits for both our customers and our internal teams. Our clients experience fewer issues and near-zero downtime, while our support team spends far less time on emergency troubleshooting.
The Results: Metrics That Matter
Our investment in a proactive strategy has paid dividends, allowing us to deliver a superior service to our customers:
– 30-60 mins saved per support incident, freeing our expert team to focus on proactive improvements.
Making Our Invisible Work, Visible
One of the challenges of great maintenance is that when everything works perfectly, customers might not even notice. That’s why our platform includes an automated reporting feature to communicate the value we provide every month.
These reports transform our invisible background work into tangible proof of our commitment. We show our customers every update we’ve performed and every threat we’ve neutralized. This transparency is key to building lasting trust.
Our Promise To You: A Truly Hassle-Free Experience
Our journey from a reactive to a proactive service model has been a game-changer. By embracing this new philosophy, we can now offer an additional, powerful service layer alongside our hosting packages.
For us, the real win is being able to offer our customers a truly hassle-free solution, giving them the freedom to focus on their business instead of their website. For businesses looking for a hosting partner that is proactively invested in their success, our story shows what’s possible when you refuse to settle for the status quo.
