Cybersecurity company Sophos has launched Sophos Customer Success, a new program featuring experts who support customers throughout their post-sales experience with ongoing security resources and alerts, webinars and other educational information about cyberattacks. Sophos says the program deepens its commitment to customers and channel partners.
Sophos Customer Success also provides guidance on how organisations can maximise their current investment and expand their strategic defences with other layers of Sophos’ portfolio solutions. Sophos Customer Success experts work hand-in-hand with Sophos’ channel partners and managed service providers, augmenting support services already available to customers.
Specifically, Sophos Customer Success provides a Sophos advisor to help customers with everything from onboarding to scaling investments for each organisation’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 Sophos’ Angela Bucher. “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 managed service providers 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 personalised, hands-on engagement with customers, typically suited for organisations with complex requirements. The tech-touch engagement is more automated and scalable to support partners and MSPs with a larger volume of customers with standardised processes.
