Sophos Customer Success Enables Customers to Maximize the Value of Sophos Solutions, Delivering Overall Greater Cybersecurity Protection
Sophos, a global leader of innovative security solutions for defeating cyberattacks, is expanding its commitment to customers and channel partners. The launch of Sophos Customer Success program features a team of experts who support customers throughout their post-sales experience. They support them with ongoing security resources and alerts, webinars and other educational information about cyberattacks.
Trusted Advisor
The team also provides guidance on how organizations can maximize their current investment and expand their strategic defenses with other layers of portfolio solutions. These solutions include Managed Detection and Response [MDR] services, and endpoint, network, email, and cloud security. These 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 onboarding to scaling investments. 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.
“Following the successful launch of our 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.”
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. It can support partners and MSPs with a larger volume of customers with standardized processes.
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“This team empowers partners to better understand customers’ knowledge about their products and services in deployment. It delivers the insights partners need to pinpoint opportunities for scaling with customers.” Said Sam Heard, president at Data Integrity Services, a Sophos channel partner.
