Welcome!

Containers Expo Blog Authors: Flint Brenton, Elizabeth White, Liz McMillan, Pat Romanski, Yeshim Deniz

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.

@ThingsExpo Stories
It is of utmost importance for the future success of WebRTC to ensure that interoperability is operational between web browsers and any WebRTC-compliant client. To be guaranteed as operational and effective, interoperability must be tested extensively by establishing WebRTC data and media connections between different web browsers running on different devices and operating systems. In his session at WebRTC Summit at @ThingsExpo, Dr. Alex Gouaillard, CEO and Founder of CoSMo Software, presented ...
WebRTC is great technology to build your own communication tools. It will be even more exciting experience it with advanced devices, such as a 360 Camera, 360 microphone, and a depth sensor camera. In his session at @ThingsExpo, Masashi Ganeko, a manager at INFOCOM Corporation, introduced two experimental projects from his team and what they learned from them. "Shotoku Tamago" uses the robot audition software HARK to track speakers in 360 video of a remote party. "Virtual Teleport" uses a multip...
Business professionals no longer wonder if they'll migrate to the cloud; it's now a matter of when. The cloud environment has proved to be a major force in transitioning to an agile business model that enables quick decisions and fast implementation that solidify customer relationships. And when the cloud is combined with the power of cognitive computing, it drives innovation and transformation that achieves astounding competitive advantage.
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, discussed the key considerations around quality, volume, timeliness, and pedigree that must be dealt with in order to properly fuel that engine.
IoT is rapidly becoming mainstream as more and more investments are made into the platforms and technology. As this movement continues to expand and gain momentum it creates a massive wall of noise that can be difficult to sift through. Unfortunately, this inevitably makes IoT less approachable for people to get started with and can hamper efforts to integrate this key technology into your own portfolio. There are so many connected products already in place today with many hundreds more on the h...
When shopping for a new data processing platform for IoT solutions, many development teams want to be able to test-drive options before making a choice. Yet when evaluating an IoT solution, it’s simply not feasible to do so at scale with physical devices. Building a sensor simulator is the next best choice; however, generating a realistic simulation at very high TPS with ease of configurability is a formidable challenge. When dealing with multiple application or transport protocols, you would be...
Detecting internal user threats in the Big Data eco-system is challenging and cumbersome. Many organizations monitor internal usage of the Big Data eco-system using a set of alerts. This is not a scalable process given the increase in the number of alerts with the accelerating growth in data volume and user base. Organizations are increasingly leveraging machine learning to monitor only those data elements that are sensitive and critical, autonomously establish monitoring policies, and to detect...
In his keynote at 18th Cloud Expo, Andrew Keys, Co-Founder of ConsenSys Enterprise, provided an overview of the evolution of the Internet and the Database and the future of their combination – the Blockchain. Andrew Keys is Co-Founder of ConsenSys Enterprise. He comes to ConsenSys Enterprise with capital markets, technology and entrepreneurial experience. Previously, he worked for UBS investment bank in equities analysis. Later, he was responsible for the creation and distribution of life settl...
In his session at @ThingsExpo, Dr. Robert Cohen, an economist and senior fellow at the Economic Strategy Institute, presented the findings of a series of six detailed case studies of how large corporations are implementing IoT. The session explored how IoT has improved their economic performance, had major impacts on business models and resulted in impressive ROIs. The companies covered span manufacturing and services firms. He also explored servicification, how manufacturing firms shift from se...
DevOpsSummit New York 2018, colocated with CloudEXPO | DXWorldEXPO New York 2018 will be held November 11-13, 2018, in New York City. Digital Transformation (DX) is a major focus with the introduction of DXWorldEXPO within the program. Successful transformation requires a laser focus on being data-driven and on using all the tools available that enable transformation if they plan to survive over the long term. A total of 88% of Fortune 500 companies from a generation ago are now out of bus...
The Jevons Paradox suggests that when technological advances increase efficiency of a resource, it results in an overall increase in consumption. Writing on the increased use of coal as a result of technological improvements, 19th-century economist William Stanley Jevons found that these improvements led to the development of new ways to utilize coal. In his session at 19th Cloud Expo, Mark Thiele, Chief Strategy Officer for Apcera, compared the Jevons Paradox to modern-day enterprise IT, examin...
IoT solutions exploit operational data generated by Internet-connected smart “things” for the purpose of gaining operational insight and producing “better outcomes” (for example, create new business models, eliminate unscheduled maintenance, etc.). The explosive proliferation of IoT solutions will result in an exponential growth in the volume of IoT data, precipitating significant Information Governance issues: who owns the IoT data, what are the rights/duties of IoT solutions adopters towards t...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assista...
Organizations planning enterprise data center consolidation and modernization projects are faced with a challenging, costly reality. Requirements to deploy modern, cloud-native applications simultaneously with traditional client/server applications are almost impossible to achieve with hardware-centric enterprise infrastructure. Compute and network infrastructure are fast moving down a software-defined path, but storage has been a laggard. Until now.
Digital Transformation is much more than a buzzword. The radical shift to digital mechanisms for almost every process is evident across all industries and verticals. This is often especially true in financial services, where the legacy environment is many times unable to keep up with the rapidly shifting demands of the consumer. The constant pressure to provide complete, omnichannel delivery of customer-facing solutions to meet both regulatory and customer demands is putting enormous pressure on...
In his general session at 19th Cloud Expo, Manish Dixit, VP of Product and Engineering at Dice, discussed how Dice leverages data insights and tools to help both tech professionals and recruiters better understand how skills relate to each other and which skills are in high demand using interactive visualizations and salary indicator tools to maximize earning potential. Manish Dixit is VP of Product and Engineering at Dice. As the leader of the Product, Engineering and Data Sciences team at D...
DXWorldEXPO LLC announced today that All in Mobile, a mobile app development company from Poland, will exhibit at the 22nd International CloudEXPO | DXWorldEXPO. All In Mobile is a mobile app development company from Poland. Since 2014, they maintain passion for developing mobile applications for enterprises and startups worldwide.
"Akvelon is a software development company and we also provide consultancy services to folks who are looking to scale or accelerate their engineering roadmaps," explained Jeremiah Mothersell, Marketing Manager at Akvelon, in this SYS-CON.tv interview at 21st Cloud Expo, held Oct 31 – Nov 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA.
DXWorldEXPO LLC announced today that the upcoming DXWorldEXPO | CloudEXPO New York event will feature 10 companies from Poland to participate at the "Poland Digital Transformation Pavilion" on November 12-13, 2018.
IoT is at the core or many Digital Transformation initiatives with the goal of re-inventing a company's business model. We all agree that collecting relevant IoT data will result in massive amounts of data needing to be stored. However, with the rapid development of IoT devices and ongoing business model transformation, we are not able to predict the volume and growth of IoT data. And with the lack of IoT history, traditional methods of IT and infrastructure planning based on the past do not app...