Mimecast Wins Best Customer Service at SC Awards Europe
London — Mimecast, the email security, continuity and archiving cloud service provider, has won the award for ‘Best Customer Service’ in the Excellence Awards section of the 2015 SC Magazine Awards Europe.
Mimecast has a high customer renewal rate and has won this new award designed to celebrate vendor and service providers that offer excellent support and service. Judges were looking for staff that went beyond contracts to ensure that organizations and their employees are secured against the many threats launched by today’s savvy cybercriminals.
Mark Bilbe, Chief of Customer Operations at Mimecast, commented, “Customer service is at the heart of Mimecast’s DNA. Our global customer success team is made up of those special folk who combine great technical skills and a genuine desire to do right by the customer. We are immensely proud of our team and are committed to continuing to improve on our impressive track record. Good service means you never rest on your laurels. It is a cause of requiring continuous improvement.”
Mimecast has identified 13 key service touch points along the customer journey which are continually monitored and surveyed. “Giving Feedback” and “Getting Help” are two key touch points. In addition, Mimecast conducts service reviews with customers bi-annually and the Customer Advocates ask specific questions around resources, documentation and “Getting Help”.
Mimecast tracks its customer experience using a widely known industry measure called the Net Promoter Score and monthly results are published to every employee with the explicit intention of getting all focused on constantly improving the customer experience.
Mimecast was also a finalist in the ‘Best Email Security Solution’ category.
Mimecast makes business email and data safer for more than 13,000 customers and millions of employees worldwide. Founded in 2003, the company’s cloud-based security, archiving and continuity services protect email, and deliver comprehensive email risk management in a single, fully-integrated subscription service. Mimecast reduces email risk and the complexity and cost of managing the array of point solutions traditionally used to protect email and its data. For customers that have migrated to cloud services like Microsoft Office 365, Mimecast mitigates single vendor exposure by strengthening security coverage, combating downtime and improving archiving.
Mimecast Email Security protects against malware, spam, advanced phishing and other emerging attacks, while preventing data leaks. Mimecast Mailbox Continuity enables employees to continue using email during planned and unplanned outages. Mimecast Information Archiving unifies email, file and Instant Messaging data to support e-discovery and give employees fast access to their personal archive via PC, Mac and mobile apps.
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