Your Feedback + End of Year Update

Written on 19 December, 2019 by Aaron Mailey
Categories: Press Releases

As the year comes to a close, we would like to thank you, our valued partners, for your continued loyalty and support.

2019 has been an exciting year for TPP, joining the CentralNic Group. 2020 is set to be even more exciting, with substantial improvements and refinements in the pipeline for both resources and infrastructure.

We would like to thank you for completing the recent reseller survey. We’ve heard you and are already making improvements based on your feedback. The key themes were:

 

What you said:

You want to see improvements in both the speed and quality of support responses plus more contact from the account management team.

 

What we have done:

• Appointed a dedicated support lead, increased the support team size by 30% and moved to a dedicated TPP Wholesale team (previously the team supported multiple brands within the group)

• Increased the account management team by 40% and increased our outreach programme

• Moved both the support and account management team onto new systems and tools that will allow them to improve the level of support they provide you

 

What we are planning:

• An additional increase in the account management team by 20% and restructure to enable a more adaptive and customer focused approach

• Overhauling processes, providing additional training where needed and ensuring the teams have all they need to be able to support you to the best of their ability

 

What you said:

You want to see improvements to the usability of our platforms, better hosting infrastructure and more automation.

 

What we have done:

• We’ve performed a 360 review of all platforms and infrastructure and built our integration plans

• Improved the speed of domain renewals with >95% of all domain renewals now renewing within 10 seconds

• Increased domain registration automation with 25% less registrations requiring manual intervention

• Begun development work to connect The Console to CentralNic’s world class reseller platform where from early next year, all new domain registrations and transfers will be fully automated

 

What we are planning:

• Consolidation of registry accreditations and folding these into the CentralNic group which will improve performance and automation

• The build of a new, world class cPanel and VPS hosting platform and launching more reseller centric hosting plans

• Creating a development roadmap and beginning work to add more automation, feature improvements and additions to the TPP Console, API and WHMCS modules

 

What you said:

You want marketing support and better products to help you obtain an edge on your competitors.

 

What we have done:

• We have hired two new team members dedicated to providing all partners with the marketing tools they need to be successful

• Reviewed and created a marketing roadmap for 2020

• Broadened and deepened our engagement with registry operators to access more special registry TLD offers

 

What we are planning:

• The addition of 600 new TLDs to our domain name offering

• Preparing to make the planned launch of .au at the second level as successful as possible

• Broadening of our Office 365 product range

• Launching new reseller centric cPanel and VPS hosting plans next year to coincide with the launch of our new hosting infrastructure

• Creating a whole host of white labelled marketing materials for all of our products, accessible to all partners

• Access to registry promotions and special domain pricing offers

 

And there’s much more to come.

Your feedback is invaluable, so please don’t hesitate to reach out to me or your Account Manager, should you wish to discuss anything specifically. After all, your success is our success.

The team and I wish you a great festive season and new year.

 

Aaron Mailey

Sales Director, TPP Wholesale