|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
“In the past year we've seen a lot of stabilization of WebRTC. You can now use it in production with a far greater degree of certainty. A lot of the real developments in the past year have been in things like the data channel, which will enable a whole new type of application," explained Peter Dunkley, Technical Director at Acision, in this SYS-CON.tv interview at @ThingsExpo, held Nov 4–6, 2014, at the Santa Clara Convention Center in Santa Clara, CA.
Apr. 25, 2015 04:00 PM EDT Reads: 4,417
The best mobile applications are augmented by dedicated servers, the Internet and Cloud services. Mobile developers should focus on one thing: writing the next socially disruptive viral app. Thanks to the cloud, they can focus on the overall solution, not the underlying plumbing. From iOS to Android and Windows, developers can leverage cloud services to create a common cross-platform backend to persist user settings, app data, broadcast notifications, run jobs, etc. This session provides a high level technical overview of many cloud services available to mobile app developers, includi...
Apr. 25, 2015 04:00 PM EDT Reads: 1,375
SYS-CON Events announced today that Ciqada will exhibit at SYS-CON's @ThingsExpo, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Ciqada™ makes it easy to connect your products to the Internet. By integrating key components - hardware, servers, dashboards, and mobile apps - into an easy-to-use, configurable system, your products can quickly and securely join the internet of things. With remote monitoring, control, and alert messaging capability, you will meet your customers' needs of tomorrow - today! Ciqada. Let your products take flight. For more inform...
Apr. 25, 2015 03:00 PM EDT Reads: 1,906
Containers and microservices have become topics of intense interest throughout the cloud developer and enterprise IT communities. Accordingly, attendees at the upcoming 16th Cloud Expo at the Javits Center in New York June 9-11 will find fresh new content in a new track called PaaS | Containers & Microservices Containers are not being considered for the first time by the cloud community, but a current era of re-consideration has pushed them to the top of the cloud agenda. With the launch of Docker's initial release in March of 2013, interest was revved up several notches. Then late last...
Apr. 25, 2015 03:00 PM EDT Reads: 2,846
Health care systems across the globe are under enormous strain, as facilities reach capacity and costs continue to rise. M2M and the Internet of Things have the potential to transform the industry through connected health solutions that can make care more efficient while reducing costs. In fact, Vodafone's annual M2M Barometer Report forecasts M2M applications rising to 57 percent in health care and life sciences by 2016. Lively is one of Vodafone's health care partners, whose solutions enable older adults to live independent lives while staying connected to loved ones. M2M will continue to gr...
Apr. 25, 2015 03:00 PM EDT Reads: 1,499
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
Apr. 25, 2015 02:00 PM EDT Reads: 2,491
Dave will share his insights on how Internet of Things for Enterprises are transforming and making more productive and efficient operations and maintenance (O&M) procedures in the cleantech industry and beyond. Speaker Bio: Dave Landa is chief operating officer of Cybozu Corp (kintone US). Based in the San Francisco Bay Area, Dave has been on the forefront of the Cloud revolution driving strategic business development on the executive teams of multiple leading Software as a Services (SaaS) application providers dating back to 2004. Cybozu's kintone.com is a leading global BYOA (Build Your O...
Apr. 25, 2015 02:00 PM EDT Reads: 1,545
While not quite mainstream yet, WebRTC is starting to gain ground with Carriers, Enterprises and Independent Software Vendors (ISV’s) alike. WebRTC makes it easy for developers to add audio and video communications into their applications by using Web browsers as their platform. But like any market, every customer engagement has unique requirements, as well as constraints. And of course, one size does not fit all. In her session at WebRTC Summit, Dr. Natasha Tamaskar, Vice President, Head of Cloud and Mobile Strategy at GENBAND, will explore what is needed to take a real time communications ...
Apr. 25, 2015 02:00 PM EDT Reads: 1,772
SYS-CON Events announced today that GENBAND, a leading developer of real time communications software solutions, has been named “Silver Sponsor” of SYS-CON's WebRTC Summit, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. The GENBAND team will be on hand to demonstrate their newest product, Kandy. Kandy is a communications Platform-as-a-Service (PaaS) that enables companies to seamlessly integrate more human communications into their Web and mobile applications - creating more engaging experiences for their customers and boosting collaboration and productiv...
Apr. 25, 2015 01:00 PM EDT Reads: 2,717
SYS-CON Events announced today that BroadSoft, the leading global provider of Unified Communications and Collaboration (UCC) services to operators worldwide, has been named “Gold Sponsor” of SYS-CON's WebRTC Summit, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. BroadSoft is the leading provider of software and services that enable mobile, fixed-line and cable service providers to offer Unified Communications over their Internet Protocol networks. The Company’s core communications platform enables the delivery of a range of enterprise and consumer calling...
Apr. 25, 2015 12:30 PM EDT Reads: 2,524
What exactly is a cognitive application? In her session at 16th Cloud Expo, Ashley Hathaway, Product Manager at IBM Watson, will look at the services being offered by the IBM Watson Developer Cloud and what that means for developers and Big Data. She'll explore how IBM Watson and its partnerships will continue to grow and help define what it means to be a cognitive service, as well as take a look at the offerings on Bluemix. She will also check out how Watson and the Alchemy API team up to offer disruptive APIs to developers.
Apr. 25, 2015 12:00 PM EDT Reads: 1,833
The IoT Bootcamp is coming to Cloud Expo | @ThingsExpo on June 9-10 at the Javits Center in New York. Instructor. Registration is now available at http://iotbootcamp.sys-con.com/ Instructor Janakiram MSV previously taught the famously successful Multi-Cloud Bootcamp at Cloud Expo | @ThingsExpo in November in Santa Clara. Now he is expanding the focus to Janakiram is the founder and CTO of Get Cloud Ready Consulting, a niche Cloud Migration and Cloud Operations firm that recently got acquired by Aditi Technologies. He is a Microsoft Regional Director for Hyderabad, India, and one of the f...
Apr. 25, 2015 12:00 PM EDT Reads: 1,646
The 17th International Cloud Expo has announced that its Call for Papers is open. 17th International Cloud Expo, to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, APM, APIs, Microservices, Security, Big Data, Internet of Things, DevOps and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal today!
Apr. 25, 2015 12:00 PM EDT Reads: 2,300
So I guess we’ve officially entered a new era of lean and mean. I say this with the announcement of Ubuntu Snappy Core, “designed for lightweight cloud container hosts running Docker and for smart devices,” according to Canonical. “Snappy Ubuntu Core is the smallest Ubuntu available, designed for security and efficiency in devices or on the cloud.” This first version of Snappy Ubuntu Core features secure app containment and Docker 1.6 (1.5 in main release), is available on public clouds, and for ARM and x86 devices on several IoT boards. It’s a Trend! This announcement comes just as...
Apr. 25, 2015 12:00 PM EDT Reads: 1,388
SYS-CON Media announced today that @ThingsExpo Blog launched with 7,788 original stories. @ThingsExpo 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. @ThingsExpo Blog can be bookmarked. The Internet of Things (IoT) is the most profound change in personal and enterprise IT since the creation of the Worldwide Web more than 20 years ago.
Apr. 25, 2015 11:00 AM EDT Reads: 2,528
The world's leading Cloud event, Cloud Expo has launched Microservices Journal on the SYS-CON.com portal, featuring over 19,000 original articles, news stories, features, and blog entries. DevOps Journal is focused on this critical enterprise IT topic in the world of cloud computing. Microservices Journal 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. Follow new article posts on Twitter at @MicroservicesE
Apr. 25, 2015 11:00 AM EDT Reads: 2,083
SYS-CON Events announced today that robomq.io will exhibit at SYS-CON's @ThingsExpo, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. robomq.io is an interoperable and composable platform that connects any device to any application. It helps systems integrators and the solution providers build new and innovative products and service for industries requiring monitoring or intelligence from devices and sensors.
Apr. 25, 2015 11:00 AM EDT Reads: 2,085
Wearable technology was dominant at this year’s International Consumer Electronics Show (CES) , and MWC was no exception to this trend. New versions of favorites, such as the Samsung Gear (three new products were released: the Gear 2, the Gear 2 Neo and the Gear Fit), shared the limelight with new wearables like Pebble Time Steel (the new premium version of the company’s previously released smartwatch) and the LG Watch Urbane. The most dramatic difference at MWC was an emphasis on presenting wearables as fashion accessories and moving away from the original clunky technology associated with t...
Apr. 25, 2015 11:00 AM EDT Reads: 2,079
SYS-CON Events announced today that Litmus Automation will exhibit at SYS-CON's 16th International Cloud Expo®, which will take place on June 9-11, 2015, at the Javits Center in New York City, NY. Litmus Automation’s vision is to provide a solution for companies that are in a rush to embrace the disruptive Internet of Things technology and leverage it for real business challenges. Litmus Automation simplifies the complexity of connected devices applications with Loop, a secure and scalable cloud platform.
Apr. 25, 2015 11:00 AM EDT Reads: 1,736
In 2015, 4.9 billion connected "things" will be in use. By 2020, Gartner forecasts this amount to be 25 billion, a 410 percent increase in just five years. How will businesses handle this rapid growth of data? Hadoop will continue to improve its technology to meet business demands, by enabling businesses to access/analyze data in real time, when and where they need it. Cloudera's Chief Technologist, Eli Collins, will discuss how Big Data is keeping up with today's data demands and how in the future, data and analytics will be pervasive, embedded into every workflow, application and infra...
Apr. 25, 2015 11:00 AM EDT Reads: 1,443