Why This Benefits Administration Company Finally Gave up on Mimecast

TPA America, a national benefits administration company, was facing issues with their email security solution, Mimecast. The company had moved to Office 365 and wanted a security solution that was easy and low maintenance. However, after deployment, they started facing problems. The first issue was the number of false positives which disrupted the business. Emails would disappear until a user would ask about it the next day or spend time looking through quarantine. This led to a helpdesk ticket or an urgent call from a department head. The interface was also confusing and difficult to navigate. It was hard to find a message or understand why it was blocked. The lost time, both on the IT team and for company employees, became an expensive burden. Email-related tickets are often time-sensitive and because they can lead to a breach, potentially critical, forcing the helpdesk to grant each priority. It became necessary to add staff to manage the system.

TPA America is a national benefits administration company that also provides IT services. The company has offices across the United States. The bulk of their client communication has moved from phone to encrypted email, making it business-critical. While TPA maintains a large help desk team for its service and software clients, it has a limited staff for internal support and employee incidents. Therefore, TPA needs an email security solution that requires minimal maintenance and does not disrupt daily operations. The company previously used Mimecast for email security but faced several issues with it, leading them to switch to Avanan.