The Customer

StackPath is a platform of secure internet services built at the cloud’s edge. Over the past two years, the company has expanded by acquiring multiple companies and by growing its lines of business.

Today, it offers a full suite of mission-critical security web services to global enterprise clients, startups, and companies in-between. With no sign of slowing down, StackPath is looking for every opportunity to scale abuse management economically and effectively.

The Situation

As StackPath grew so did its abuse problems. Every time they acquired a new company, that company’s servers, and services would bring along their own set of problems.

StackPath’s Abuse Department felt overwhelmed as it struggled to keep up with the influx of abuse reports. They needed a solution that could help them quickly prioritize, research, and close reports by leveraging automated rules and grouping related tickets.

The Solution

StackPath’s staff includes highly experienced abuse management personnel. People who’ve been in the industry since the beginning. They had worked with other abuse management solutions before, but they couldn’t find one with everything they needed. The biggest item on their wishlist was automatic rules for processing incoming abuse mail.

Other solutions could handle some of their needs, but they required too much maintenance. While using solutions at previous companies prior to creating StackPath, their teams had to write new rules each week to cover every type of abuse report they received.

This resulted in too many rules, forcing the team to run quarterly audits to eliminate unnecessary, inaccurate, or redundant rules. They knew they did not want to start with that solution at StackPath.

StackPath never stopped searching for a better option and they found it in AbuseHQ. Out of the box it included the rules they needed, eliminating the need to write and push new rules.

This was a huge time saver for the Abuse Department. Additionally, AbuseHQ provided a true cloud experience. Using a SaaS solution was a good fit for StackPath’s company culture and saved them from dealing with a bulky abuse management infrastructure in-house.

The Results

Once StackPath learned to use AbuseHQ, they knew that they’d found the best solution. Today, their abuse management process looks and feels totally different:

• Built-in rules automatically process tickets and funnel them into cases.
• This case system makes it easier to resolve issues since there’s no manual searching or cross-checking to find related tickets. Everything was right where they needed it.
• Handling abuse tickets faster has allowed StackPath to subscribe to more third-party data sources and enrich the data it uses to protect its network and its customers.
• Feedback loops continuously improve StackPath’s data and allow them to provide custom abuse reporting to their larger clients.
• A small abuse team now handles a workload that would normally take an entire department because of the efficiency that AbuseHQ offers.

The most important outcome for the team is that they’re no longer drowning in cases. Their heads are above water and they can focus on other parts of their abuse management process. This allows them to be proactive and provide a truly secure experience for their customers.