Welcome!

@CloudExpo Authors: Pat Romanski, Elizabeth White, Liz McMillan, Jonathan Fries, Kevin Benedict

Blog Feed Post

Survey Finds SaaS Providers' Customer Support Lacking

Enterprise Strategy Group Research Identifies Mimecast as a Leader in Customer Satisfaction

Waltham, MA - 6 February - 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 248[1] 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 realised 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 organisation, 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 organisations 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 Daniel Gradidge, Customer Experience Manager EMEA, 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 personalised 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

[1] 109 are Mimecast customers, while the remainder are non-Mimecast customers

About Mimecast
Mimecast (http://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

Media Contacts
Fleishman-Hillard for Mimecast
Emilie Bernoux
+44 (0) 207 395 7147
[email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@CloudExpo Stories
Much of the value of DevOps comes from a (renewed) focus on measurement, sharing, and continuous feedback loops. In increasingly complex DevOps workflows and environments, and especially in larger, regulated, or more crystallized organizations, these core concepts become even more critical. In his session at @DevOpsSummit at 18th Cloud Expo, Andi Mann, Chief Technology Advocate at Splunk, will show how, by focusing on 'metrics that matter,' you can provide objective, transparent, and meaningfu...
The IoTs will challenge the status quo of how IT and development organizations operate. Or will it? Certainly the fog layer of IoT requires special insights about data ontology, security and transactional integrity. But the developmental challenges are the same: People, Process and Platform. In his session at @ThingsExpo, Craig Sproule, CEO of Metavine, will demonstrate how to move beyond today's coding paradigm and share the must-have mindsets for removing complexity from the development proc...
Artificial Intelligence has the potential to massively disrupt IoT. In his session at 18th Cloud Expo, AJ Abdallat, CEO of Beyond AI, will discuss what the five main drivers are in Artificial Intelligence that could shape the future of the Internet of Things. AJ Abdallat is CEO of Beyond AI. He has over 20 years of management experience in the fields of artificial intelligence, sensors, instruments, devices and software for telecommunications, life sciences, environmental monitoring, process...
Redis is not only the fastest database, but it has become the most popular among the new wave of applications running in containers. Redis speeds up just about every data interaction between your users or operational systems. In his session at 18th Cloud Expo, Dave Nielsen, Developer Relations at Redis Labs, will shares the functions and data structures used to solve everyday use cases that are driving Redis' popularity.
In his session at 18th Cloud Expo, Sagi Brody, Chief Technology Officer at Webair Internet Development Inc., will focus on real world deployments of DDoS mitigation strategies in every layer of the network. He will give an overview of methods to prevent these attacks and best practices on how to provide protection in complex cloud platforms. He will also outline what we have found in our experience managing and running thousands of Linux and Unix managed service platforms and what specifically c...
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
Increasing IoT connectivity is forcing enterprises to find elegant solutions to organize and visualize all incoming data from these connected devices with re-configurable dashboard widgets to effectively allow rapid decision-making for everything from immediate actions in tactical situations to strategic analysis and reporting. In his session at 18th Cloud Expo, Shikhir Singh, Senior Developer Relations Manager at Sencha, will discuss how to create HTML5 dashboards that interact with IoT devic...
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
SYS-CON Events announced today that SoftLayer, an IBM Company, has been named “Gold Sponsor” of SYS-CON's 18th Cloud Expo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. SoftLayer, an IBM Company, provides cloud infrastructure as a service from a growing number of data centers and network points of presence around the world. SoftLayer’s customers range from Web startups to global enterprises.
Many private cloud projects were built to deliver self-service access to development and test resources. While those clouds delivered faster access to resources, they lacked visibility, control and security needed for production deployments. In their session at 18th Cloud Expo, Steve Anderson, Product Manager at BMC Software, and Rick Lefort, Principal Technical Marketing Consultant at BMC Software, will discuss how a cloud designed for production operations not only helps accelerate developer...
Peak 10, Inc., has announced the implementation of IT service management, a business process alignment initiative based on the widely adopted Information Technology Infrastructure Library (ITIL) framework. The implementation of IT service management enhances Peak 10’s current service-minded approach to IT delivery by propelling the company to deliver higher levels of personalized and prompt service. The majority of Peak 10’s operations employees have been trained and certified in the ITIL frame...
trust and privacy in their ecosystem. Assurance and protection of device identity, secure data encryption and authentication are the key security challenges organizations are trying to address when integrating IoT devices. This holds true for IoT applications in a wide range of industries, for example, healthcare, consumer devices, and manufacturing. In his session at @ThingsExpo, Lancen LaChance, vice president of product management, IoT solutions at GlobalSign, will teach IoT developers how t...
SYS-CON Events announced today that CollabNet (www.collabnet.com) a global leader in enterprise software development and delivery solutions that help customers create high-quality applications at speed, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The CEO of CollabNet Flint Brenton will also present about DevOps challenges in today’s global, open, and heterogeneous world of software development.
SYS-CON Events announced today that Peak 10, Inc., a national IT infrastructure and cloud services provider, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Peak 10 provides reliable, tailored data center and network services, cloud and managed services. Its solutions are designed to scale and adapt to customers’ changing business needs, enabling them to lower costs, improve performance and focus inter...
The demand for organizations to expand their infrastructure to multiple IT environments like the cloud, on-premise, mobile, bring your own device (BYOD) and the Internet of Things (IoT) continues to grow. As this hybrid infrastructure increases, the challenge to monitor the security of these systems increases in volume and complexity. In his session at 18th Cloud Expo, Stephen Coty, Chief Security Evangelist at Alert Logic, will show how properly configured and managed security architecture can...
In the world of DevOps there are ‘known good practices’ – aka ‘patterns’ – and ‘known bad practices’ – aka ‘anti-patterns.' Many of these patterns and anti-patterns have been developed from real world experience, especially by the early adopters of DevOps theory; but many are more feasible in theory than in practice, especially for more recent entrants to the DevOps scene. In this power panel at @DevOpsSummit at 18th Cloud Expo, moderated by DevOps Conference Chair Andi Mann, panelists will dis...
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
See storage differently! Storage performance problems have only gotten worse and harder to solve as applications have become largely virtualized and moved to a cloud-based infrastructure. Storage performance in a virtualized environment is not just about IOPS, it is about how well that potential performance is guaranteed to individual VMs for these apps as the number of VMs keep going up real time. In his session at 18th Cloud Expo, Dhiraj Sehgal, in product and marketing at Tintri, will discu...
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
You think you know what’s in your data. But do you? Most organizations are now aware of the business intelligence represented by their data. Data science stands to take this to a level you never thought of – literally. The techniques of data science, when used with the capabilities of Big Data technologies, can make connections you had not yet imagined, helping you discover new insights and ask new questions of your data. In his session at @ThingsExpo, Sarbjit Sarkaria, data science team lead ...