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Restoring Reliable Email Communication in Aged Care

Sapphire Coast Community Aged Care Partners with Microsolve for Comprehensive Technology Solutions

Industry

Aged Care

Challenge

Sapphire Coast Community Aged Care (SCCAC) faced critical disruptions in their broadcast email communications following the enforcement of new deliverability rules by Google and Yahoo in early 2024. These changes, designed to combat spam and phishing, inadvertently blocked or filtered SCCAC’s essential communications-jeopardising timely updates to staff, residents, and families.

Results

Email provider rejection messages were eliminated! Resident families are informed, aware and engaged with email communications. Potential sources of Business Email Compromise attacks eliminated.

Key Product

Email Management, Technology Consulting, CyberSecurity

A+
Deliverability Rating
4
Authorised Hosts Configured
6
Unauthorised Hosts Eliminated
4500+
Monthly Mail Volume

Microsolve’s expertise and thorough approach were invaluable. Email communications were improved, and we now have peace of mind knowing our systems meet the latest security standards. The improvement was immediate and measurable.

Jayde Green

Executive Assistant @ Sapphire Coast Community Aged Care

Sapphire Coast Community Aged Care

Sapphire Coast Community Aged Care

Sapphire Coast Community Aged Care (SCCAC) is a not-for-profit organisation providing residential and community-based aged care services across the Bega Valley region of New South Wales.

With over 150 staff and hundreds of residents, SCCAC relies on timely, reliable email communications for care coordination, compliance, and family engagement.

The Challenge: Email Deliverability Crisis Amid New Security Rules

In February 2024, Google and Yahoo jointly enforced stricter email authentication and deliverability standards - In March 2025 Microsoft applied these same restrictions - Organisations sending over 5,000 daily emails to addresses on these platforms are 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 with error codes, landing in spam folders, or failing to send altogether. Staff reported missed notifications, while families expressed concern over lost updates.

In short, SCCAC was suffering from an email reputation situation!

The Solution: Comprehensive Email Authentication & Reputation Overhaul

Technology + Implementation Process
= Tangible Benefit

Email Service Discovery & Audit

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), embedded technology devices and third-party (SaaS) senders.

Advanced DNS Authentication

Leveraging Microsolve’s partnership with PowerDMARC-a global leader in email authentication-SCCAC’s domains were enrolled in a real-time monitoring and reporting platform providing confirmation of audit results and visibility of non-compliant systems requiring attention.

Vendor Coordination and Application Remediation

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 - these were independently addressed, either through configuration updates, component replacement or technological retirement.  Throughout this phase monitoring and reporting kept track of the improvements in compliance.

Policy Posture Improvement and BAU Status

Upon satisfying email authentication compliance requirements, DMARC policy settings were moved firstly from monitoring to quarantine and finally to reject.  This progression of settings ensured no interruption to outbound email during implementation and maximise the protection offered once implementation was complete.

Ongoing monitoring, reporting and investigation services are provided by the Microsolve Support Centre ensuring the SCCAC email environment is compliant and not subject to delivery restrictions.

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.

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