TL; DR: VentraIP, the largest privately owned web host and domain registrar in Australia, was founded to help local businesses of all sizes leverage the power of the web to connect with customers. Now, on the heels of its 10th birthday celebration, the 100% Australian-owned and operated host is serving more than 150,000 customers across the continent. With a continued focus on customer-driven product development and friendly support, VentraIP is committed to serving its community with the highest standards of service.
After just 10 years in the business, the folks behind VentraIP have mastered a skill some leaders never will: admitting to a mistake and using it to fuel growth.
Years ago, the company — like many others looking to stay competitive in a saturated market — turned to an outsourced support team to supplement internal staff during a period of rapid growth. But customers soon grew frustrated with scripted service from call centers thousands of miles away.
“It didn’t work,” said Maddison Selleck, Chief Business Development Officer at VentraIP. “So in 2016 we went through a complete rebuild of the way that we provide support, brought all of our customer service team in-house, and completely removed any problems.”
The successful pivot ultimately helped the company find its niche. Today, VentraIP is proud to be wholly owned and operated in Australia, dedicated to supporting its local economy and community.
“Customers in the local industry recognize that the baseline quality of service is much higher with a 100% Australian company,” he said. “There are no language barriers, no scripts. It’s a one-on-one interaction with someone on our team.”
Today, VentraIP is the largest privately owned web host in Australia, delivering shared and VPS hosting solutions, domains, SSL certificates, and design services to more than 150,000 customers. This year the company is celebrating 10 years of continuous innovation backed by quality support. As for the future, VentraIP has its sights set on helping local businesses get online with managed shared hosting services that highlight one of its greatest strengths: enthusiastic and reliable support.
Serving Australia’s Web Community for More Than 10 Years
VentraIP’s infrastructure is located in secure NextDC datacenters in Sydney and Melbourne. As one of its first customers, the company worked closely with NextDC during its planning phase to test performance and contribute feedback. NextDC’s datacenters feature Tier III certification; a highly redundant environment; a multi-layered authentication system with biometric fingerprint identification; and 24/7 on-site security. Like VentraIP, NextDC is a 100% Australian company.
According to VentraIP, local businesses enjoy several advantages when hosting their sites through an Australian-based company, including faster service speed, support for the local economy, and the convenience of being in the same time zone.
The company celebrated 10 years in the industry with a birthday bash attended by staff, partners, and its beloved mascot, Ventrasaurus Rex. In just a decade, the company has come quite a long way.
“For the first five years, we were a much smaller company, and over the past 5 years we’ve really found our footing as a high-quality Australian hosting provider with awesome customer service,” Maddison said.
VentraIP keeps affordability top-of-mind as well. “Getting online shouldn’t cost you an arm and a leg,” Maddison said. “A lot of people think that you need to spend $30,000 to get a website built, but that’s not the case.”
Maddison said the company introduced VIPBuilder to help customers create budget-friendly websites with more than 200 easy-to-use templates. The service is free for 30 days and $29.95 per month afterward, and there’s no contractual lock-in. VIPBuilder also comes with unlimited SSD storage, unlimited bandwidth, social media integration, a free SSL certificate, access to a stock photo library, four CPU cores, and, of course, 24/7 Australian-based support.
“For those who want to craft their own website, the website builder is the perfect opportunity to do so for a minimal amount of money relative to the cost of business,” he said.
Continuous Innovation and Customer-Driven Product Development
VentraIP understands the value of feedback in understanding and meeting the needs of customers. To make sure each customer has a chance to be heard, the company sends out a yearly client satisfaction survey. Maddison told us the most recent poll garnered 6,500 replies (the chance to win a DJI Mavic Pro drone, valued at $1,600, certainly sweetened the deal).
The company also knows how to leverage that insight and use it to fuel future development. “Everything that we do is a result of our customers,” Maddison said. “Every process we develop, every internal policy that’s introduced, every new product researched is built off of the ideas that our customers provide, whether through e-ticket replies, phone calls, or our annual customer survey.”
Maddison said VentraIP strives to be a thought leader on the cutting edge of the hosting industry, but when it comes down to prioritizing business goals, customers always trump the latest trend.
“It comes down to what customers are looking for and how we can bring those products to the table,” he said. “That’s what we’ve always done, and it’s worked well for our customers,” he said.
To that end, VentraIP recently designed a new product selection tool to ensure users save time and money by choosing the right SSL certificate they need right off the bat. The company offers a range of Comodo and Trustwave SSL certificates to keep site visitors’ data secure, and the product selector presents them with an ideal option based on individual need.
Service with a Smile: A 24/7 Local Support Staff Eager to Help
The VentraIP team is a self-described group of “smiling happy people who work hard to empower your business.” A glance at the company’s website and Facebook page make it clear that the dedicated staff doesn’t mind having a little fun — whether they’re participating in company giveaways or letting their personalities shine through creative Halloween costumes.
We’ve all heard that happy employees are highly productive and more committed to their jobs than those who are not. Studies show that companies with engaged employees outperform others by a whopping 202%. And, according to Gallup, satisfied employees are more likely to value customer relationships. This certainly seems to be the case with VentraIP’s Melbourne-based staff.
“VentraIP has created an awesome office environment with a team of highly engaged individuals that enjoy what they do, which really shows in the customer service they provide,” Maddison said. “They’re looking for ways to go above and beyond.”
Maddison said VentraIP’s high level of support, quality infrastructure, and affordability contribute to its high retention rate — and the company’s most recent customer satisfaction survey supports that claim.
“The #1 reason that people move from another provider to VentraIP is the fact that we’re 100% Australian,” he said. “Once they’re there, the reason they stay is the quality of ongoing customer service, as well as the infrastructure.”
Up Next: Helping Businesses Get Online with Managed Shared Hosting
Currently, VentraIP offers fully managed virtual private servers featuring around-the-clock service monitoring and management. The package includes software installation and updates, performance optimization, ongoing security monitoring, and backups every six hours. All fully managed VPS solutions come with a 99.9% uptime guarantee and free cPanel migrations.
Customers can choose from three plans billed monthly, which vary in terms of storage space, monthly bandwidth, memory allowance, and CPU. Maddison told us the company is working to release more managed products in the near future.
“Our customers have been requesting some sort of managed hosting solution that isn’t a VPS product for a long time,” he said. “Our fully managed VPS starts at about $300 a month, but a lot of customers don’t need the freedom that a VPS provides.”
To help those customers build an online presence, VentraIP will introduce a fully managed shared hosting solution, though specifics are forthcoming. “This will help brand-new businesses get online with dedicated help from our hosting experts,” Maddison said.
The recent development is just another example of how VentraIP’s ability to adapt helps the company better serve its customers.