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Enterprise Strategy Group Whitepaper – SaaS with a Face
Respected analyst house, Enterprise Strategy Group has drawn on detailed market research to assess the benefits of SaaS email management and vendor performance.
The report, SaaS with a Face: User Satisfaction in Cloud-based E-mail Management, is based on research across 248 organisations using SaaS email management solutions. It finds that, whilst the SaaS model is driving real business benefits, the quality of vendor support often leaves much to be desired - and these failings strongly affect customer satisfaction:
- SaaS without the service: 97% of user organisations realise business benefits from SaaS, but just 20% are ‘extremely satisfied’ with their SaaS email management providers – 61% have experienced service and support challenges
- Voting with their feet: As a result, 42% will dump their current SaaS email management provider to look for a better alternative – and 66% will make service and support important vendor selection criteria
- The Mimecast difference – SaaS with a Face: By contrast, Mimecast customers rate their award-winning customer support highly and, as a result, report satisfaction well above the industry average - 85% of Mimecast customers have no plans to move to a different vendor.