SaaS with a Face: User Satisfaction in Cloud-based E-mail Management

Saas Without Mimecast: Saas With a Face a Face Saas delivers clear business benefits, but poor customer service and support threatens customer retention and growth for faceless' SaaS Email Management vendors The contrast is clear - Mimecast customers get the benefits of Saas Email Management, plus responsive award-winning service 85% BUT VENDORS THE PRICE OF Compared to 58% DON'T POOR SERVICE Saas DELIVERS /// i 42% of the overall Market figure Plan to stay with Mimecast for Saas Email Management Realised Extremely satisfied with 97% 20% business Will dump their current Saas Email benefits from Saas Email Saas Email Management provider Management provider Management 86% 65% 70% Reduced or Unable to 55% 39% speak to support when needed eliminated IT intrastructure X 66% Able to speak to support when needed of Mimecast customers are free from service or support challenges vs industry average of 39% Receive regular communication costs Will make vendor support an important selection criterion Receive 52% 60% Eliminated IT no regular complexity communication from vendor BUSINESS CRITICAL By 2014, 89% A further 51% Have no 38% 46% 63% dedicated Improved compliance of enterprises could rely on Saas customer are planning for Saas support now use Saas manager "Source Saas with a Face: User Satisfaction in Cloud-based E-mail Management with Mimecast - ESG 2013.