Webroot and Total Fitness
Total Fitness is a significant customer for us as in 2009 they
left the Webroot Email Security service and adopted Mimecast as
their alternative provider. Within only a month with the Mimecast
service, the customer had deemed this provider unfit for purpose,
citing a complex migration, lack of customer support, complex
maintenance and increasing amounts of spam being delivered to the
Total Fitness network. As a result they immediately terminated
their contract with Mimecast and returned to Webroot.
Key quotes from the case study include:
"The transfer process was a real struggle and we didn't get the
kind of help that we needed. For instance, we got an impersonal
introductory email, with no real explanation of what to do, and
very little support. Eventually we managed to get our email
filtering working, only to find that the maintenance was a lot more
complex. As an example, it took up to 15 minutes to check the image
filters, because the portal was slow and the menu structure was
complicated. This was unacceptable. It meant that I stopped
checking so regularly and consequently a lot of email was blocked
and delayed which impacted on the business."
"We made the decision to move back to Webroot after just a month
because with only two of us to run the whole network it was
important to have a solution which cuts down on workload and is
easy to use. Basically, the Webroot solution does exactly what it
needs to do and takes a lot less time to manage".
"Webroot's call centre is really good, and exceeds my expectations
for support: I don't just get a response within a few hours, I get
a fix too."
Dean Rooney, IT Manager, Total Fitness
