FRAMINGHAM 14 SEPTEMBER 2010 - Carbonite Inc. released a new version of its online backup service that has several new tools, including one designed to make it easier for users to find and recover single files and one that gives users control over the order in which data should be restored.
Carbonite 4.0 for Windows includes Restore Manager, an interface that guides users through the restore process -- whether they need to restore a single file or an entire hard drive. Restore Manager also offers a restore summary report that tells users how many, and which, files were restored. Moreover, it can identify any files that weren't restored and tell users where they're located.
"If someone can't get their data back, we've failed," said David Friend, CEO of Boston-based Carbonite. "What we discovered is when someone has a successful restore experience with Carbonite, they become really strong promoters of the product. And frankly that results in a lot of word-of-mouth sales."
Carbonite 4.0 includes file versioning, which enables users to restore all previous versions of a file backed up by the service instead of just the latest version. The service keeps up to three months worth of file versions.
Version 4.0 also includes a migration wizard that's designed to ensure that data ends up in the proper file structure for a target operating system, according to Friend.
"Carbonite has always been easy to backup. There isn't a whole lot to do," Friend said. "But we found people wanted to be able to restore a particular file, they couldn't remember the name of the file or where they'd stored it on a disk, so we put a lot of effort into the search mechanisms," Friend said. "There are all kinds of ways to find files now."
For example, users can search by file size, date and content.
Along with a new version of its customer software, Carbonite also rolled out a new internal call center system that allows service representatives to handle incoming e-mails according to their urgency. "We still offer e-mail support, but anytime someone e-mails us with a problem that seems like there's a high anxiety level, rather than just go back and forth with e-mail, we send them a message saying, 'Look, just give me a call and I'll walk you through this.'"
"If they're hesitant to call us, we'll call them. Or if you really don't want to talk, at least let's do a live text chat and I'll walk you through this," Friend said.
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