Maskatel reduces email support calls by 90%
Maskatel is an independent telecommunications company in Canada currently running approximately 20,000 mailboxes. In 2013, Maskatel was searching for a security solution that would improve their customer experience and reduce their inbound support calls.
Problem
The Canadian company was experiencing challenges such as blocklisting, spam and hacked accounts which were ruining the customer experience. Support staff were dedicating an overall amount of 40 hours per week to help resolve email-specific issues.
Patrick Grimard, Senior Telecommunications Specialist at Maskatel and his colleague Phillippe Decary went looking for a solution to handle white-, grey- and blocklisting and such, but preferably something IP based, where they could block on an IP base standard.
Solution
'We found out about Halon through Gartners Magic Quadrant and decided to try it out. In the evaluation process, we also tried Zerofail and Netmail. The access to logging and the freedom of configuring the exact solution that we wanted made all the difference, a cloud solution could never do that.'
In the decision-making process, Patrick was the tester and Phillippe was the project manager. It took them around six months to decide, since they wanted to test the three solutions from many security angles. There was a lot of documentation to be done, but when they decided on Halon, it took Maskatel less than a month to get up and running. Today around 75% of Maskatel’s mailboxes run on Halon.
‘Halon's edge is the logging, it’s so easy to find the information we’re looking for and we can give a faster response to the client. But nowadays, we don’t have that many customers contacting us about email troubles. Support calls concerning email are actually down by 90% and most issues can be handled by staff that are not even email specialists, since the interface is very user-friendly.'
'The Cyren anti-spam is great and we have fewer cases of blocklisting and hacked accounts to handle. That means I can focus on configuring our Halons the way we want them. I’m looking forward to digging deeper into the API and doing some more scripting.’
Halon's edge is the logging, it’s so easy to find the information we’re looking for and we can give a faster response to the client. But nowadays, we don’t have that many customers contacting us about email troubles. Support calls concerning email are actually down by 90% and most issues can be handled by staff that are not even email specialists, since the interface is very user-friendly.
Patrick Grimard, Maskatel
Results
The key benefits that Maskatel has noticed are:
Saving time and money on customer support
Support calls concerning email are down by 90% and most issues can be handled by staff that are not even email specialists, since the interface is very user friendly.
Happier customers
The user experience is obviously better with less spam, blocklisting and very few hacked accounts in comparison to our prior situation. And if they have to contact us, the response time is much shorter than before.
Flexibility as an advantage
We are able to tune the solution so it fits our needs, and that gives us a competitive advantage. We adapt to new challenges very fast.
