‘Resilience’ and ‘stability’ are words that are often thrown around by SaaS providers. However, many of these companies never consider what these words actually mean to their customers’ business operations. In these unprecedented times, a lot of providers have been unable to fulfil their obligations, learning the hard way that only investment and being forward thinking truly safeguards customers’ access to their SaaS systems.
At Exclaimer, we don’t think how resilience and stability impact us as a company, but how they directly affect our customers. With many organizations worldwide currently struggling with the economic challenges arising from the COVID-19 pandemic, it is vital that Exclaimer continues to deliver the high-quality of service our customers trust us to provide with their hard-fought-for revenues.
Since February 2020, we have taken the following steps to ensure Exclaimer is perfectly positioned to weather the current COVID-19 machine allocation difficulties that have been troubling other providers within the SaaS space:
- We have slowly been expanding our capacity within each of our multi-region datacenters. Not only do we operate in multiple geographic locations, but we also operate multiple datacenters within each region on an active-active basis. These give our Exclaimer Cloud service a huge level of resilience should Microsoft find themselves struggling with capacity in any one datacenter.
- We are closely monitoring Microsoft’s Microsoft 365 (formerly Office 365) and Google's G Suite infrastructure to ensure we mitigate any other issues that Microsoft or Google may face.
- We have increased the capacity in each datacenter we operate in, increasing our capacity ceiling by over 150%, complete with fully allocated and provisioned machines.
We have also continued to ensure our support operations provide the same level of high-quality, human-based support that our customers have come to expect. Tracking our Customer Satisfaction rating from when we implemented our COVID-19 work from home policy, we have achieved a CSAT rating of 98.3%, which is slightly higher than our YTD average of 96.8%. This is a fantastic score, and truly shows our contingency plans, which have been regularly tested as part of our ISO 27001 Certification, are well thought out and highly effective.
The COVID-19 pandemic is a rapidly evolving situation where things change daily. In these uncertain times, we can safely assure all Exclaimer customers that we are fully prepared for all eventualities, and are committed to ensuring uninterrupted operation of our services throughout this global crisis. Through the actions we have taken, and continue to take, customers can be safe in the knowledge that we will continue to provide the best email signature management solutions on the market.
Stay safe and take care of each other.