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