Being in business for over 13 years, KingHost is a well-known technology provider for website hosting, email marketing, e-commerce hosting, cloud hosting, and marketing automation.
Acquired in 2019 by Locaweb, the leader in Latin America for hosting services, communication plays an essential role to maintain market leadership. Let’s dive into their challenges and how Rocket.Chat helped the company to improve increase efficiency in 70%.
Challenge
In 2016, KingHost’s team was heavily using emails for internal communications. However, as an ever-growing tech company, they needed to communicate and get feedback on projects quicker. As a solution, they invested in an instant messaging tool based on XMPP protocol.
But to everyone’s surprise, it failed to deliver. The XMPP protocol tool didn’t provide basic features such as group chats. It only allowed one-on-one conversations, making it difficult for larger teams to collaborate. They also spotted bugs that quickly led to the tool’s unpopularity. Before they knew it, everyone was using emails to transmit sensitive data. Their 12 months trying to adopt a new communication tool had gone to waste.
Results
After implementing Rocket.Chat throughout the teams to test it, Rocket.Chat ended up being adopted by nearly 100% of the company, validating the platform as KingHost team’s main chatting tool. After all, they reduced by 70% the time spent in discussions through email and other tools centralizing their conversations in Rocket.Chat.
KingHost encouraged everyone to create their own discussions and leverage channels at Rocket.Chat. KingHost’s teams use two major channels to communicate: #Strategic decisions and #Hosting News. However, they encourage everyone to create their own discussions, without any constraints.
Rocket.Chat’s integrations also made it possible to manage information quickly and efficiently in an organized manner. Webhooks were created to let teams know about important topics. Even their Quality Management department (QA) gained new ways to be updated about changes quickly.
Also, thanks to the automation created through DevOps, now Support analysts receive posts and new documentation about QA changes in their very own Rocket.Chat’s platform.
