The Challenge: Email Deliverability Crisis Amid New Security Rules
In February 2024, Google and Yahoo jointly enforced stricter email authentication and deliverability standards. Organisations sending over 5,000 daily emails to these platforms were required to:
- Authenticate all outbound emails using SPF, DKIM, and DMARC
- Honour one-click unsubscribe requests within two days
- Maintain a spam complaint rate below 0.3%
SCCAC, like many Australian aged care providers, used multiple domains and third-party applications to send vital communications-ranging from care updates to compliance alerts. Suddenly, emails began bouncing, landing in spam folders, or failing to send altogether. Staff reported missed notifications, while families expressed concern over lost updates.
The Solution: Comprehensive Email Authentication & Reputation Overhaul
Technical Component → Implementation Process → Tangible Benefit
1. Email Service Discovery & Audit
Technical Component:
Microsolve’s team, drawing on 30+ years of IT support for Australian SMEs, began with a full audit of SCCAC’s email ecosystem. This included all registered domains, line-of-business (LoB) applications (e.g., care management platforms), and third-party senders.
Implementation Process:
- Enumerated all active DNS domains
- Identified every service authorised to send on behalf of SCCAC (including marketing tools, HR systems, and automated notification services)
- Reviewed existing DNS records for SPF, DKIM, and DMARC compliance
Tangible Benefit:
- Eliminated “shadow IT” risks from unknown senders
- Established a single source of truth for authorised email sources
2. Advanced DNS Authentication with PowerDMARC
Technical Component:
Leveraging Microsolve’s partnership with PowerDMARC-a global leader in email authentication-SCCAC’s domains were enrolled in real-time monitoring and reporting.
Implementation Process:
- Implemented strict SPF records, specifying only trusted service names
- Deployed DKIM signatures for all outbound email streams, ensuring message integrity and sender authenticity
- Configured DMARC firstly with a “quarantine" policy, aligning with Google/Yahoo requirements and finally with a "reject" policy once testing was complete
- Used PowerDMARC’s dashboard to visualise, test, and refine authorised flows
Tangible Benefit:
- Restored sender reputation, reducing likelihood of emails being flagged as spam or spoofed
- Achieved “A+” deliverability rating across active domains
- Disabled email sending across inactive domains
3. Vendor Coordination and Application Remediation
Technical Component:
A number of Line of Business applications were sending emails on SCCAC’s behalf but lacked proper authentication, used outdated settings or had other inherent issues.
Implementation Process:
- Coordinated with each application vendor to update sending methods (e.g., switching from free or "basic" SMTP to authenticated API-based sending)
- Provided clear, plain-language documentation for vendors and internal staff
- Scheduled changes during low-traffic periods to avoid service disruption
Tangible Benefit:
- Ensured all legitimate business communications passed authentication checks
- Minimised downtime and confusion during transition
4. Ongoing Monitoring and Support
Technical Component:
Microsolve established continuous monitoring via a PowerDMARC dashboard and internal alerting systems.
Implementation Process:
- Set up automated alerts for authentication failures, reputation drops or security alerts from receiving servers
- Provided monthly deliverability reports to SCCAC’s management
- Delivered training on email best practices and compliance
Tangible Benefit:
- Proactive issue resolution before end-users are impacted
- Sustained compliance with evolving email security standards
The Results
SCCAC’s experience is a powerful example of how proactive, expert-led IT support can turn a compliance-driven crisis into an opportunity for lasting operational improvement. By partnering with Microsolve, SCCAC not only restored their email communications but also future-proofed their systems against evolving threats and regulatory changes.
Why Microsolve?
With over 30 years of experience delivering IT support to the Australian aged care sector, Microsolve brings deep expertise in:
- Complex, multi-domain email environments
- Regulatory compliance for health and aged care
- Seamless vendor management and change coordination
- Industry-leading partnerships (Microsoft, AWS, Cisco, PowerDMARC)
Microsolve’s tailored solutions ensure that critical communications are delivered securely, reliably, and in full compliance with the latest industry standards.
