Archive for the ‘Customer Support’ Category

Centralized, Secure File Sharing- Customer Case Study

Texas Utility Company Streamlines File Sharing with FileCloud

New Braunfels Utilities is a community-owned public power company in Texas. As a non-profit with many thousand customers, NBU has similar business requirements to other commercial companies: store internal data securely and efficiently. NBU, however, has requirements unique to their operations: managing data that comes from daily site visits throughout the community. As a community-owned utility, NBU is about more than simply providing excellent electricity, water, and sewer services – their customers are neighbors and friends. Customer service and data security are an integral part of their ongoing success. Keeping customer information and operational procedures secure was an ongoing challenge for NBU. Inefficient and insecure data sharing leads to security breaches. For NBU, security breaches are not an option. This is where FileCloud Server can help any organization.

For the Public Good: Data Security and Streamlined File Sharing

With thousands of customers, NBU collects, stores and shares large amounts of data. Employees require easy document sharing internally and with external vendors, with the requirement that the data is secure. This is particularly important for data like pictures from site visits. File sharing that is both secure and efficient is integral at NBU. Before finding FileCloud, NBU was sharing data and moving files in several ways – using a mix of personal DropBox and Google Drive accounts as well as with email. Sharing data and files in such a manner makes it difficult for administrators to secure data as it is shared across many different channels and with software outside of its control. Using less secure personal accounts and email leaves a company open to data breaches and system infections. It also causes internal administrative headaches and lowered productivity due to inefficient and inconsistent processes. NBU needed something different. They chose FileCloud Server.

Streamlined Sharing & Security Powered by FileCloud

NBU requirements combine business, administrative, security, and confidentiality issues. In order to meet all of these requirements, NBU needs: 

  • Highly secured and encrypted sharing of sensitive data
  • User-friendly process for storing all employee data – both in the office and in the field
  • Ability to share with both internal and external partners
  • Sync and sharing processes easy enough for all employees to follow

FileCloud Tops The List

NBU started its search to replace its inconsistent and insecure file sharing solution by looking at various options. After reviewing several potential solutions, it was clear to NBU that the most important factors to them were security, ease of use, and customer support. With team members having experienced security breaches with other solutions, it was of utmost importance to the NBU security team to find a solution that keep their data secure. With FileCloud, was able to password protect data sharing and keep their files secure. The functionality of the admin portal was a huge step up for NBU. The admin team found the platform very easy to use and could easily identify what people were doing within FileCloud. During their free trial, and beyond, NBU found the service from FileCloud to be top notch. “We deal with a lot of other companies that are not like that and we have been extremely happy with responsiveness.” For NBU, the best solution to meet their requirements for a an easy to use, highly secured file sharing solution with industry-leading customer support was FileCloud. After the choice was made, implementing FileCloud was fast and easy with full support from FileCloud.

Alternative to Syncplicity – Why Tonido FileCloud is better for Business File Sharing?


Tonido FileCloud competes with Syncplicity for business in the Enterprise File Sync and Share space. Before we get into the details, I believe an ideal EFSS system should work across all the popular desktop OSes (Windows, Mac and Linux) and offer native mobile applications for iOS, Android, and Windows Phone. In addition, the system should offer all the basics expected out of EFSS: Unlimited File Versioning, Remote Wipe, Audit Logs, Desktop Sync Client, Desktop Map Drive and User Management.

The feature comparisons are as follows:

Features sharefile
On Premise
On Premise Storage Enterprise Edition Only
File Sharing
Secure Access
Data Loss Prevention
Public File Sharing
Access and Monitoring Controls
Document Preview
Outlook Integration
Role Based Administration
Endpoint Backup
Amazon S3/OpenStack Support
Customization, Branding
SAML Integration Under Development
NTFS Support
Active Directory/LDAP Support
API Support
Application Integration via API
Handle Large Files
Network Share Support
Mobile Device Management Limited
Desktop Sync Windows, Mac, Linux Windows, Mac
Mobile OS Compatibility iOS, Android, Windows Phone iOS, Android, Windows Phone
Pricing for 25 users/ year $1200 $3750 ($150/User/Month)

From outside looking-in, the offerings all look similar. However, the approach to the solution is completely different in satisfying enterprises primary need of easy access to their files without compromising privacy, security and control. The fundamental areas of difference are as follows:

Privacy, Security & Complete Control


Syncplicity is a public cloud that provides an EFSS solution. As soon as enterprises start using a public cloud based EFSS solution, the proclamation of Privacy, Security & Complete Control is a fallacy.

Tonido FileCloud:

Tonido FleCloud is an EFSS solution that can be installed on-premise and all the enterprise files doesn’t leave the premise. Needless to say, on-premise hosted EFSS solution provides the true private, secure and complete control for enterprises over their assets. Moreover, there aren’t any storage limits and cost doesn’t go up for additional storage.



Enterprises need to buy add-on or upgrade to satisfy basic requirements of an EFSS solution. For a 25 user package, the cost adds up to around $3750 ($150/User/Month).

Tonido FileCloud:

Enterprises get one simple solution with all features bundled. For the same 25 user package, with more features the cost is $1200 /year, almost 1/3rd of Syncplicity.

Feature benefits of Tonido FileCloud over Syncplicity

NTFS Shares Support – Many organizations use the NTFS permissions to manage and control the access permissions for internal file shares. It is very hard to duplicate the access permissions to other systems and keep it sync. FileCloud enables access to internal file shares via web and mobile while honoring the existing NTFS file permissions. This functionality is a great time saver for system administrators and provides a single point of management.

Network Shares Support – FileCloud’s network share feature satisfies enterprise requirement of user/group specific access to folders. And, as files are already shared via network shares, no need for additional setup or products to buy. Moreover, FileCloud provides Active Directory & LDAP support along with NTFS permission support restricting access to network folders to just authorized users.

Multi-Tenancy Support – The multi-tenancy feature allows Managed Service Providers(MSP) serve multiple customers using single instance of FileCloud. The key value proposition of FileCloud multi-tenant architecture is that while providing multi-tenancy the data separation among different tenants is also maintained . Moreover, every tenant has the flexibility for customized branding. MSPs who are interested in becoming FileCloud partners click here

On Premise: Tonido FileCloud is a pure private EFSS solution that will not only enable enterprises to keep storage on-premise but also run inside enterprise’s own infrastructure.

Multi-tenancy: Supports multiple tenant/sites i.e. an enterprise could have separate sites that are housed in a single installation of FileCloud. This reduces complexity and provides flexibility for enterprises.


Syncplicity is a regular public cloud based EFSS solution that supports on-premise data storage at an additional cost. On the other hand, FileCloud provides a true private, on-premise storage and installation solution at a very inexpensive price.

Here’s a comprehensive comparison that shows why FileCloud stands out as the best EFSS solution.

Try FileCloud For Free & Receive 5% Discount

Building Successful Customer Support for our Enterprise Customers

Great Customer Support


 It is not only enough to have an awesome product, you do need awesome customer support.

As a company that started out with end-customers who were using our Tonido Desktop Product and moved to business customers with Tonido FileCloud, we have had to change our support infrastructure and how we approach and work with each and every business customer. This has been quite challenging to say the least and we wanted to share how we approach this and offer you insights into our customer support setup. The following key takeaways apply to any business thinking about building a Customer Support infrastructure for their organization.

Customer Support Wins Business

Contrary to public opinion, customer support is NOT a fringe activity, nor is it a chore to be handled as part of selling the product. It is an “essential” piece of the business as important or more important than your product itself. Customer supports starts even before the sale and encompasses every interaction you have with the customer. Good customer service is invisible and sometimes taken for granted but with enterprise customers whose time is money, solving their problems or needs is invaluable and becomes a pivotal point to close new sales. It is not only enough to have an awesome product, you do need awesome customer support.

Customer Support Improves Product

One of the best ways your product is going to get better is through customer feedback. Customer feedback is provided directly sometimes, but most times it is provided indirectly by the problems reported by customers and handled by customer support. In many organizations, where there is a thick organizational wall between development and support personnel, it is almost very few items that get past this barrier. Customer support folks simply keep doing their job of handling tickets without actually sending the feedback that a particular feature or function generates a whole lot of questions. Also, soft questions on whether a product can do ‘X’ or ‘Y’? never even get outside the support organization. These are buried in emails sent by customers. Good Customer support has to bubble these requests, questions, comments, feedback up to drive the product so the next iteration or release pushes it to the next level. It also makes customers immensely happy that we are listening in. A quick and easy way to cut down the organizational walls is actually make your developers handle customer support at-least part time. An even better way is make your management folks handle customer support. At CodeLathe, everyone does customer support and it really is *everyone*.

Customer Support is an Essential Customer Relationship building Exercise

Customers who buy our products are not buying some widget that can be swapped out without any impact, they are actually buying because they like the relationship and they are comfortable with talking to support regarding any problems they might have. We, in turn, treat every interaction with a customer as an opportunity to show how responsive and how much we want our customers to succeed using our solution. We also go out of our way to make them our customer for life as we are in it for the long haul. Based on the above takeways, we went to on to create our Customer Support Mantra which aligns everyone on our team to the same goals. Our Customer Service Mantra

  • Highest Priority: Customer support is considered as #1 priority within our organization and trumps everything else.
  • Swift: Faster is better. We try to respond to every request within a max of 24 hours, averaging 1-2 hours normally and usually immediately.
  • Useful: Fast is not good if it is not accurate. We spend time understanding the actual issue at hand and then try to solve the problem fully.
  • Human Touch: Build relationships by addressing by name, taking time to write a personal note and not just be a cut-and-paste knowledge-base article. Recognize people are on the other end.
  • Always Improve: Look for avenues to improve, product, documentation and business processes. Listen to the customer, what is the customer telling us and what he is not.

Following some of these tips has improved our customer support quality immensely and all our customers are ecstatic as we continue to grow. So let me close out with the immortal words:

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.