Office 365 Case Studies: A Closer Look at Fanatical Support

Email is arguably the most important communication tool your business has. You use it connect with customers and keep in touch with employees. When it’s working well, email is such an integral part of your day-to-day operation, you may even take it for granted.

But all of that comes to an abrupt halt as soon as problems arise or you have to perform necessary maintenance or upgrades. In fact, problematic or faulty email is one of the things most likely to slow productivity and create other unforeseen problems in the office.

At Rackspace, we understand the vital nature of email and the role it plays in your organization. That’s why we help customers with email migrations that specifically avoid unnecessary downtime and allow them to get back to what they do best — their business.

To highlight the way Rackspace removes the burden of email management and helps businesses stay on track, we recently created two case studies that showcase the kind of Fanatical Support we include with every one of our Microsoft Office 365 subscriptions. Check out the summaries below, or read them in their entirety here.

A healthcare migration with zero room for error

Our first case study featured a healthcare company with 200 employees that provides services for Medicare and Medicaid patients, as well as those with complex medical needs.

The client was migrating from Hosted Exchange with another provider to Office 365 and had been using several third-party applications in conjunction with the service.

The biggest obstacle for this client was that they were changing domains and we had to replicate their highly-customized environment to Office 365 with the new domain while making sure there were no conflicts with the original Hosted Exchange environment.

The client’s admin hadn’t performed this type of email migration before and had many questions about the process — particularly when it came to customizing their deployment to meet security and compliance requirements.

To ease the process, our support team set up a conference call with the admin and walked through the process using a LogMeIn viewing session to complete the custom installation.

The working relationship between the client and Rackspace allowed both parties time to research issues, find solutions and test certain steps before deploying on a wide scale. It also put the client’s mind at ease knowing someone from the Rackspace support team was always available if additional issues or questions arose.

The main takeaway from this case study? Migrating and deploying productivity software to Office 365 can often be more complex than expected. That’s why Rackspace offers a wide array of Office 365 plans for every business.

A phishing scam against an unlikely target

The second case study we created looked at a publisher of popular children’s books and magazines that contacted Rackspace after falling victim to a phishing scam.

Many employees had received a message regarding shipping information which requested the user’s Microsoft credentials to view. The client didn’t know how many employees had received the email, or how many had clicked through the link. They needed Rackspace to determine the extent of the damage and remove all of the malicious mail remotely to avoid any mistakes.

The Rackspace support team was able to provide a transcript of every action taken and one of our techs was able to track all of the mail that had been received from the malicious address. It was revealed that numerous mailboxes had been attacked.

The team then worked with the client directly to purge all of the malicious mail from the users’ mailboxes and Rackspace was able to prevent the compromise of the company’s computer systems and the damage it could have inflicted.

Most importantly, it empowered the client to do what was in their control and gave them the tools they needed to protect their employees and data.

The main takeaway from this case study? In today’s hyper-connected world, small businesses need all the help they can get when it comes to email security. That’s why Rackspace offers Fanatical Support for Office 365 to businesses of all sizes. We even put together this handy guide to help you protect your small business with Office 365.

Visit Rackspace to find out more about our Office 365 subscription plans and ways we help businesses of all sizes beat their toughest email challenges.

Michelle works as a product marketing manager focusing on the Rackspace Application Services portfolio. She started at Rackspace in 2009 as a solutions consultant before joining the product marketing team in 2011. She has held various roles within marketing and is excited to expand her focus and knowledge across the Application Services portfolio. She lives in San Antonio with her husband and two kids, and spends weekends cheering them on the soccer field, basketball court and dance studio. In her spare time, Michelle enjoys exploring the latest health and wellness trends.


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