|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
The Internet of Things (IoT), in all its myriad manifestations, has great potential. Much of that potential comes from the evolving data management and analytic (DMA) technologies and processes that allow us to gain insight from all of the IoT data that can be generated and gathered. This potential may never be met as those data sets are tied to specific industry verticals and single markets, with no clear way to use IoT data and sensor analytics to fulfill the hype being given the IoT today.
Oct. 22, 2016 12:45 PM EDT Reads: 2,294
SYS-CON Events announced today that Transparent Cloud Computing (T-Cloud) Consortium will exhibit at the 19th International Cloud Expo®, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. The Transparent Cloud Computing Consortium (T-Cloud Consortium) will conduct research activities into changes in the computing model as a result of collaboration between "device" and "cloud" and the creation of new value and markets through organic data proces...
Oct. 22, 2016 12:45 PM EDT Reads: 1,262
SYS-CON Events announced today that MathFreeOn will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. MathFreeOn is Software as a Service (SaaS) used in Engineering and Math education. Write scripts and solve math problems online. MathFreeOn provides online courses for beginners or amateurs who have difficulties in writing scripts. In accordance with various mathematical topics, there are more tha...
Oct. 22, 2016 12:30 PM EDT Reads: 910
More and more brands have jumped on the IoT bandwagon. We have an excess of wearables – activity trackers, smartwatches, smart glasses and sneakers, and more that track seemingly endless datapoints. However, most consumers have no idea what “IoT” means. Creating more wearables that track data shouldn't be the aim of brands; delivering meaningful, tangible relevance to their users should be. We're in a period in which the IoT pendulum is still swinging. Initially, it swung toward "smart for smar...
Oct. 22, 2016 11:30 AM EDT Reads: 516
@ThingsExpo has been named the Top 5 Most Influential Internet of Things Brand by Onalytica in the ‘The Internet of Things Landscape 2015: Top 100 Individuals and Brands.' Onalytica analyzed Twitter conversations around the #IoT debate to uncover the most influential brands and individuals driving the conversation. Onalytica captured data from 56,224 users. The PageRank based methodology they use to extract influencers on a particular topic (tweets mentioning #InternetofThings or #IoT in this ...
Oct. 22, 2016 11:00 AM EDT Reads: 8,237
SYS-CON Events announced today that SoftNet Solutions will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. SoftNet Solutions specializes in Enterprise Solutions for Hadoop and Big Data. It offers customers the most open, robust, and value-conscious portfolio of solutions, services, and tools for the shortest route to success with Big Data. The unique differentiator is the ability to architect and ...
Oct. 22, 2016 10:15 AM EDT Reads: 556
SYS-CON Events announced today that Niagara Networks will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Niagara Networks offers the highest port-density systems, and the most complete Next-Generation Network Visibility systems including Network Packet Brokers, Bypass Switches, and Network TAPs.
Oct. 22, 2016 09:30 AM EDT Reads: 1,265
In an era of historic innovation fueled by unprecedented access to data and technology, the low cost and risk of entering new markets has leveled the playing field for business. Today, any ambitious innovator can easily introduce a new application or product that can reinvent business models and transform the client experience. In their Day 2 Keynote at 19th Cloud Expo, Mercer Rowe, IBM Vice President of Strategic Alliances, and Raejeanne Skillern, Intel Vice President of Data Center Group and ...
Oct. 22, 2016 09:15 AM EDT Reads: 1,416
SYS-CON Events announced today that Embotics, the cloud automation company, will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Embotics is the cloud automation company for IT organizations and service providers that need to improve provisioning or enable self-service capabilities. With a relentless focus on delivering a premier user experience and unmatched customer support, Embotics is the fas...
Oct. 22, 2016 09:15 AM EDT Reads: 728
Virgil consists of an open-source encryption library, which implements Cryptographic Message Syntax (CMS) and Elliptic Curve Integrated Encryption Scheme (ECIES) (including RSA schema), a Key Management API, and a cloud-based Key Management Service (Virgil Keys). The Virgil Keys Service consists of a public key service and a private key escrow service.
Oct. 22, 2016 08:30 AM EDT Reads: 941
Data is the fuel that drives the machine learning algorithmic engines and ultimately provides the business value. In his session at Cloud Expo, Ed Featherston, a director and senior enterprise architect at Collaborative Consulting, will discuss the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
Oct. 22, 2016 08:15 AM EDT Reads: 3,765
Fifty billion connected devices and still no winning protocols standards. HTTP, WebSockets, MQTT, and CoAP seem to be leading in the IoT protocol race at the moment but many more protocols are getting introduced on a regular basis. Each protocol has its pros and cons depending on the nature of the communications. Does there really need to be only one protocol to rule them all? Of course not. In his session at @ThingsExpo, Chris Matthieu, co-founder and CTO of Octoblu, walk you through how Oct...
Oct. 22, 2016 07:45 AM EDT Reads: 3,102
Fact is, enterprises have significant legacy voice infrastructure that’s costly to replace with pure IP solutions. How can we bring this analog infrastructure into our shiny new cloud applications? There are proven methods to bind both legacy voice applications and traditional PSTN audio into cloud-based applications and services at a carrier scale. Some of the most successful implementations leverage WebRTC, WebSockets, SIP and other open source technologies. In his session at @ThingsExpo, Da...
Oct. 22, 2016 07:00 AM EDT Reads: 2,263
In past @ThingsExpo presentations, Joseph di Paolantonio has explored how various Internet of Things (IoT) and data management and analytics (DMA) solution spaces will come together as sensor analytics ecosystems. This year, in his session at @ThingsExpo, Joseph di Paolantonio from DataArchon, will be adding the numerous Transportation areas, from autonomous vehicles to “Uber for containers.” While IoT data in any one area of Transportation will have a huge impact in that area, combining sensor...
Oct. 22, 2016 06:45 AM EDT Reads: 413
If you had a chance to enter on the ground level of the largest e-commerce market in the world – would you? China is the world’s most populated country with the second largest economy and the world’s fastest growing market. It is estimated that by 2018 the Chinese market will be reaching over $30 billion in gaming revenue alone. Admittedly for a foreign company, doing business in China can be challenging. Often changing laws, administrative regulations and the often inscrutable Chinese Interne...
Oct. 22, 2016 06:00 AM EDT Reads: 1,351
SYS-CON Events announced today that Pulzze Systems will exhibit at the 19th International Cloud Expo, which will take place on November 1–3, 2016, at the Santa Clara Convention Center in Santa Clara, CA. Pulzze Systems, Inc. provides infrastructure products for the Internet of Things to enable any connected device and system to carry out matched operations without programming. For more information, visit http://www.pulzzesystems.com.
Oct. 22, 2016 05:00 AM EDT Reads: 2,478
In the next forty months – just over three years – businesses will undergo extraordinary changes. The exponential growth of digitization and machine learning will see a step function change in how businesses create value, satisfy customers, and outperform their competition. In the next forty months companies will take the actions that will see them get to the next level of the game called Capitalism. Or they won’t – game over. The winners of today and tomorrow think differently, follow different...
Oct. 22, 2016 04:30 AM EDT Reads: 823
One of biggest questions about Big Data is “How do we harness all that information for business use quickly and effectively?” Geographic Information Systems (GIS) or spatial technology is about more than making maps, but adding critical context and meaning to data of all types, coming from all different channels – even sensors. In his session at @ThingsExpo, William (Bill) Meehan, director of utility solutions for Esri, will take a closer look at the current state of spatial technology and ar...
Oct. 22, 2016 03:30 AM EDT Reads: 1,674
The Open Connectivity Foundation (OCF), sponsor of the IoTivity open source project, and AllSeen Alliance, which provides the AllJoyn® open source IoT framework, today announced that the two organizations’ boards have approved a merger under the OCF name and bylaws. This merger will advance interoperability between connected devices from both groups, enabling the full operating potential of IoT and representing a significant step towards a connected ecosystem.
Oct. 22, 2016 02:45 AM EDT Reads: 1,162
SYS-CON Media announced today that @WebRTCSummit Blog, the largest WebRTC resource in the world, has been launched. @WebRTCSummit Blog offers top articles, news stories, and blog posts from the world's well-known experts and guarantees better exposure for its authors than any other publication. @WebRTCSummit Blog can be bookmarked ▸ Here @WebRTCSummit conference site can be bookmarked ▸ Here
Oct. 22, 2016 01:30 AM EDT Reads: 9,629