|By Business Wire||
|February 6, 2013 04:00 AM EST||
According to global research from The Enterprise Strategy Group (ESG) released today, businesses increasingly value SaaS applications, but many enterprises are facing significant customer support challenges with their SaaS vendors, leading to low customer satisfaction and poor retention rates. The “SaaS with a Face” report, which surveyed 2481 global companies currently using SaaS-based e-mail management software on their usage and service satisfaction with these applications and providers revealed Mimecast to be the stand-out leader in SaaS email management performance and customer satisfaction.
Mimecast customers surveyed in this research noted higher customer support approval, including 86 percent being able to connect with a live Mimecast customer service representative, compared to the 61 percent who said they could reach live support with other SaaS vendors. Additionally, respondents called out shorter wait times with Mimecast, with only eight percent experiencing long waits.
The remainder of the “SaaS with a Face” results demonstrate a significant discrepancy between Mimecast customers and users of other SaaS-based e-mail management services in terms of the benefits realized and levels of satisfaction with customer support, with the latter representing a huge opportunity for vendors to address. Of the non-Mimecast customers surveyed, more than half (57 percent) reported slow and unresponsive customer service, ultimately resulting in only 58 percent of these respondents remaining with their current SaaS provider. Comparatively, 85 percent of Mimecast customers confirmed they will remain with Mimecast’s SaaS email management platform.
Finding the right customer service options, including dedicated support and training, are also major challenges. Among respondents, only 37 percent confirmed they have a dedicated customer service manager for their organization, 27 percent cited difficulty with finding the right person to solve the problem at hand, just 25 percent said their SaaS provider offers dedicated online training, while 18 percent noted their SaaS provider missed service level agreements (SLAs) entirely.
“The results of this survey show that inadequate customer support has the ability to quickly negate all of the promise offered by SaaS-based applications,” said Bill Lundell, Senior Research Analyst, Enterprise Strategy Group. “Businesses are crystal clear on the benefits of SaaS, especially for business-critical applications like email, but many providers appear to be providing inadequate levels of support. With more businesses potentially turning to SaaS applications and other hosted services in the coming years, providers will need to offer dedicated support and increased transparency around any product updates or issues in order to improve customer satisfaction.”
“The statistically significant differences in terms of service and support experiences between Mimecast customers and the rest of the sample were quite noticeable. Mimecast is clearly delivering superior support based on the testimony of the majority of its customers, which simply cannot be said for the market at large.”
SaaS offerings are critical to success with more than half (51 percent) of enterprise organizations currently using SaaS-based applications and an additional 38 percent of respondents planning, or interested in SaaS-based solutions within the coming year. The top three benefits respondents attribute to SaaS-based email management applications include the reduction of IT infrastructure costs (55 percent), the elimination of IT environment complexity (52 percent), and improved compliance capabilities (46 percent).
Based on this report, some key customer service recommendations for SaaS vendors are as follows:
- Strong SLAs – More than half of respondents (57 percent) found service was slow and unresponsive or completely inaccessible due to outages. Comprehensive SLAs are critical to ensuring consistent performance of SaaS applications and core to achieving reliable business continuity within a SaaS model.
- Dedicated support – With only 37 percent of businesses surveyed confirming they have a dedicated support engineer to assist with implementation and 32 percent said they were able to speak with the same support individual when needed, there is an opportunity for SaaS providers to improve customer satisfaction and reduce wait times by offering devoted and available support resources.
- Consistent customer communication – With only 40 percent of respondents confirming they receive regular communication from their SaaS provider, SaaS providers must offer consistent customer communication including any information about product updates, changes of support personnel or the addition of new support services.
“Based on this research from ESG, it’s clear many SaaS providers are underestimating the power of the human element,” said Lynda Murphy, Director of Customer Experience, Mimecast. “Without equally strong customer services available, SaaS providers miss the opportunity to offer ‘SaaS with a Face’ and will encounter significant customer retention challenges, severely impacting their bottom line. Providing more personalized attention, such as comprehensive help features, offering dedicated support and consistently meeting service level agreements has helped us achieve a customer churn of less than three percent.”
For more information on the ESG “SaaS with a Face” report, please visit: http://www.mimecast.com/saaswithaface
Mimecast (www.mimecast.com) delivers cloud-based email management for Microsoft Exchange, including archiving, continuity and security. By unifying disparate and fragmented email environments into one holistic solution that is always available from the cloud, Mimecast minimizes risk and reduces cost and complexity, while providing total end-to-end control of email. Founded in the United Kingdom in 2003, Mimecast serves more than 6,000 customers and 1.5 million users worldwide and has offices in Europe, North America, Africa and the Channel Islands.
Mimecast social media resources
1 109 are Mimecast customers, while the remainder are non-Mimecast customers
"We help to transform an organization and their operations and make them more efficient, more agile, and more nimble to move into the cloud or to move between cloud providers and create an agnostic tool set," noted Jeremy Steinert, DevOps Services Practice Lead at WSM International, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 2, 2015 04:13 PM EDT Reads: 444
The basic integration architecture, as defined by ESBs, hasn’t changed for more than a decade. Most cloud integration providers still rely on an ESB architecture and their proprietary connectors. As a result, enterprise integration projects suffer from constraints of availability and reliability of these connectors that are not re-usable across other integration vendors. However, the rapid adoption of APIs and almost ubiquitous availability of APIs amongst most SaaS and Cloud applications are ra...
Jul. 2, 2015 03:18 PM EDT Reads: 552
Agile, which started in the development organization, has gradually expanded into other areas downstream - namely IT and Operations. Teams – then teams of teams – have streamlined processes, improved feedback loops and driven a much faster pace into IT departments which have had profound effects on the entire organization. In his session at DevOps Summit, Anders Wallgren, Chief Technology Officer of Electric Cloud, will discuss how DevOps and Continuous Delivery have emerged to help connect dev...
Jul. 2, 2015 03:00 PM EDT Reads: 996
"What Dyn is able to do with our Internet performance and our Internet intelligence is give companies visibility into what is actually going on in that cloud," noted Corey Hamilton, Product Marketing Manager at Dyn, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 2, 2015 02:52 PM EDT Reads: 564
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of pro...
Jul. 2, 2015 02:30 PM EDT Reads: 1,195
Internet of Things is moving from being a hype to a reality. Experts estimate that internet connected cars will grow to 152 million, while over 100 million internet connected wireless light bulbs and lamps will be operational by 2020. These and many other intriguing statistics highlight the importance of Internet powered devices and how market penetration is going to multiply many times over in the next few years.
Jul. 2, 2015 02:15 PM EDT Reads: 2,200
Manufacturing has widely adopted standardized and automated processes to create designs, build them, and maintain them through their life cycle. However, many modern manufacturing systems go beyond mechanized workflows to introduce empowered workers, flexible collaboration, and rapid iteration. Such behaviors also characterize open source software development and are at the heart of DevOps culture, processes, and tooling.
Jul. 2, 2015 02:15 PM EDT Reads: 837
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi’s VP Business Development and Engineering, will explore the IoT cloud-based platform technologies drivi...
Jul. 2, 2015 02:00 PM EDT Reads: 1,049
Containers have changed the mind of IT in DevOps. They enable developers to work with dev, test, stage and production environments identically. Containers provide the right abstraction for microservices and many cloud platforms have integrated them into deployment pipelines. DevOps and Containers together help companies to achieve their business goals faster and more effectively. In his session at DevOps Summit, Ruslan Synytsky, CEO and Co-founder of Jelastic, reviewed the current landscape of...
Jul. 2, 2015 01:45 PM EDT Reads: 2,301
Live Webinar with 451 Research Analyst Peter Christy. Join us on Wednesday July 22, 2015, at 10 am PT / 1 pm ET In a world where users are on the Internet and the applications are in the cloud, how do you maintain your historic SLA with your users? Peter Christy, Research Director, Networks at 451 Research, will discuss this new network paradigm, one in which there is no LAN and no WAN, and discuss what users and network administrators gain and give up when migrating to the agile world of clo...
Jul. 2, 2015 01:36 PM EDT Reads: 551
SYS-CON Events announced today that JFrog, maker of Artifactory, the popular Binary Repository Manager, will exhibit at SYS-CON's @DevOpsSummit Silicon Valley, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Based in California, Israel and France, founded by longtime field-experts, JFrog, creator of Artifactory and Bintray, has provided the market with the first Binary Repository solution and a software distribution social platform.
Jul. 2, 2015 01:00 PM EDT Reads: 1,243
"We got started as search consultants. On the services side of the business we have help organizations save time and save money when they hit issues that everyone more or less hits when their data grows," noted Otis Gospodnetić, Founder of Sematext, in this SYS-CON.tv interview at @DevOpsSummit, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 2, 2015 01:00 PM EDT Reads: 1,048
Internet of Things (IoT) will be a hybrid ecosystem of diverse devices and sensors collaborating with operational and enterprise systems to create the next big application. In their session at @ThingsExpo, Bramh Gupta, founder and CEO of robomq.io, and Fred Yatzeck, principal architect leading product development at robomq.io, discussed how choosing the right middleware and integration strategy from the get-go will enable IoT solution developers to adapt and grow with the industry, while at th...
Jul. 2, 2015 12:00 PM EDT Reads: 2,024
Containers are revolutionizing the way we deploy and maintain our infrastructures, but monitoring and troubleshooting in a containerized environment can still be painful and impractical. Understanding even basic resource usage is difficult – let alone tracking network connections or malicious activity. In his session at DevOps Summit, Gianluca Borello, Sr. Software Engineer at Sysdig, will cover the current state of the art for container monitoring and visibility, including pros / cons and liv...
Jul. 2, 2015 11:50 AM EDT Reads: 520
The last decade was about virtual machines, but the next one is about containers. Containers enable a service to run on any host at any time. Traditional tools are starting to show cracks because they were not designed for this level of application portability. Now is the time to look at new ways to deploy and manage applications at scale. In his session at @DevOpsSummit, Brian “Redbeard” Harrington, a principal architect at CoreOS, will examine how CoreOS helps teams run in production. Attende...
Jul. 2, 2015 11:17 AM EDT Reads: 501
"We have a tagline - "Power in the API Economy." What that means is everything that is built in applications and connected applications is done through APIs," explained Roberto Medrano, Executive Vice President at Akana, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 2, 2015 11:15 AM EDT Reads: 1,053
Malicious agents are moving faster than the speed of business. Even more worrisome, most companies are relying on legacy approaches to security that are no longer capable of meeting current threats. In the modern cloud, threat diversity is rapidly expanding, necessitating more sophisticated security protocols than those used in the past or in desktop environments. Yet companies are falling for cloud security myths that were truths at one time but have evolved out of existence.
Jul. 2, 2015 11:00 AM EDT Reads: 2,197
The cloud has transformed how we think about software quality. Instead of preventing failures, we must focus on automatic recovery from failure. In other words, resilience trumps traditional quality measures. Continuous delivery models further squeeze traditional notions of quality. Remember the venerable project management Iron Triangle? Among time, scope, and cost, you can only fix two or quality will suffer. Only in today's DevOps world, continuous testing, integration, and deployment upend...
Jul. 2, 2015 11:00 AM EDT Reads: 2,130
IT data is typically silo'd by the various tools in place. Unifying all the log, metric and event data in one analytics platform stops finger pointing and provides the end-to-end correlation. Logs, metrics and custom event data can be joined to tell the holistic story of your software and operations. For example, users can correlate code deploys to system performance to application error codes. In his session at DevOps Summit, Michael Demmer, VP of Engineering at Jut, will discuss how this can...
Jul. 2, 2015 10:46 AM EDT Reads: 443
"A lot of the enterprises that have been using our systems for many years are reaching out to the cloud - the public cloud, the private cloud and hybrid," stated Reuven Harrison, CTO and Co-Founder of Tufin, in this SYS-CON.tv interview at 16th Cloud Expo, held June 9-11, 2015, at the Javits Center in New York City.
Jul. 2, 2015 10:45 AM EDT Reads: 738