Intility is a managed service provider (MSP) which operates industrial cloud services for hundreds of
business customers, with end-users located all over the world.
Despite using state of the art
anti-spam technology, including advanced threat protection and reputation lists from multiple
vendors, Intility was facing a growing amount of scams and phishing attacks directed at their
Daniel Henriksen, VP Head of Legal, Privacy and Security Management at Intility, says his
team was looking for ways to improve the situation when they approached Secure Practice back in
Improved threat intelligence and efficiency
– Users were frequently forwarding emails to our helpdesk, who then again forwarded these to
our Security Operations Center (SOC). The process was time consuming and not a great user
experience, so we wanted an automated solution to reduce the manual effort involved.
Intility sought for a solution which could also improve their threat intelligence
capabilities, and discovered MailRisk.
Mari Nygaard Simonsen, Deputy Head of SOC, describes how their security
analysts are now using MailRisk data to block new threats, with data from thousands of end-users.
– Our SOC team works proactively to stop cyber-attacks across our customer base. And MailRisk
really helps us here, by structuring and collecting all these data in one place. We can now
instantly discover multiple customers receiving the same phishing campaign, versus having many
different helpdesk tickets to deal with separately before.
– It should be really easy to get help
The overall experience for end-users has also been greatly improved, since they no longer have to
wait for an incident responder to receive the necessary data. Before, this would include teaching
people how to forward suspicious emails as attachments, and communicating back and forth.
– People found MailRisk instantly useful, and reporting rates went up. MailRisk lowers
the threshold for getting help, but instead of creating more work for us, we are now almost
completely rid of manual submissions to our helpdesk, Henriksen explains.
– No matter how much you tweak your spam filter, there will always be emails coming through
which are not legitimate. Maybe senders have actually been compromised themselves, and phishing
threats keep getting more advanced all the time. We believe it should be really easy for people to
get help, and we are therefore giving people a tool to discover threats for themselves, too,
Smooth, reliable and scalable operations
Compared to the previously manual process, more than 50 times as many cases are now handled safely
with MailRisk, with overall approximately the same effort for Intility.
This means 50 times as many people who get first class help when needed, and also 50 times
as much threat data from end-user inboxes, which is now also automatically structured and
On behalf of both their customers and the SOC, Intility are very happy about solving their main
objectives, Henriksen says:
– MailRisk enables quick and frictionless analysis and reporting across a large customer base,
and allows us to take advantage of these structured data at scale.
Also when pitching their MSP services to new customers, Intility representatives always mention
MailRisk as an integrated part of their enhanced email protection offer. And if the button has not
been rolled out to clients from day one for a new customer, they immediately let them know.
– The initial deployment of MailRisk went really smoothly. We rolled out to several
hundred customers over a short period of time, and we have experienced high reliability and
scalability since. When new customers are onboarded now, it just works extremely well, both on
PC and Mac, Henriksen describes.
– And we’re also getting really great support from Secure Practice, who are proactive
and always respond very swiftly, Simonsen finishes.