Sophos Launches Dedicated Customer Success Team
Sophos,
a global leader of innovative security solutions for defeating cyberattacks, is
expanding its commitment to customers and channel partners with the launch of Sophos Customer Success. The new program
features a team of experts who support customers throughout their post-sales
experience with ongoing security resources and alerts, webinars and other
educational information about cyberattacks, such as ransomware and data
breaches. Sophos Customer Success also provides guidance on how organizations
can maximize their current investment and expand their strategic defences with
other layers of Sophos’ portfolio solutions, including Managed Detection and Response (MDR)
services, and endpoint, network, email,
and cloud security. Sophos Customer Success experts work hand-in-hand with
Sophos’ channel partners and Managed Service Providers (MSPs),
augmenting support services already available to customers.
Specifically,
Sophos Customer Success provides a Sophos trusted advisor to help customers with
everything from on boarding to scaling investments for each organization’s
unique and growing ecosystem to best defend against ever-changing cyberattacks.
This dedicated support ensures customers have a unified point of contact who
can quickly address questions and share relevant and contextual threat
intelligence for a cohesive and consistent experience that fosters best
cybersecurity practices.
“Following
the successful launch of Sophos’ Partner Care earlier
this year, we saw an industry-leading opportunity to deliver a similar level of
‘white glove’ service directly to our customers,” said Angela Bucher, vice
president of Customer Success, Sophos. “By creating a single point of contact
for customers, we’re able to work more seamlessly to improve customer
satisfaction on many levels. This ‘close touch’ availability also helps
partners and MSPs better protect and service their customers. We will work
closely together to help customers tap into the full breadth of security
capabilities in their existing investment, as well as add-on and integrate
other solutions in Sophos’ portfolio.”
The Sophos Customer Success team features two levels of service -
a high-touch approach and a tech-touch approach. The high-touch approach
involves personalized, hands-on engagement with customers, typically suited for
organizations with complex requirements. The tech-touch engagement is more
automated and scalable to support partners and MSPs with a larger volume of
customers with standardized processes.
“This team empowers partners to better understand customers’
knowledge about their products and services in deployment, and delivers the
insights partners need to pinpoint opportunities for scaling with customers,”
said Sam Heard, president at Data Integrity Services, a Sophos channel partner.
“Sophos Customer Success has been an excellent extension of our partnership
with the company - strengthening our customers’ security postures and elevating
client satisfaction to new heights.”
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