News Highlights:
- Sophos has launched a new Customer Success initiative, offering tailored support through dedicated advisors who assist with everything.
- The programme provides two levels of service—high-touch for personalized engagement and tech-touch for scalable, automated support.
Sophos, a leading global provider of innovative cybersecurity solutions, is enhancing its dedication to customers and channel partners with the introduction of Sophos Customer Success.
This new initiative will feature a team of experts focused on supporting customers throughout their post-sales journey, offering ongoing resources, alerts, webinars, and educational content related to cyber threats such as ransomware and data breaches.
The programme aims to help organizations maximize their investments in Sophos solutions and expand their cybersecurity defenses through various offerings, including Managed Detection and Response (MDR) services and comprehensive security across endpoints, networks, emails, and cloud environments.
The Sophos Customer Success team will provide tailored support, ensuring a seamless experience for customers by serving as a dedicated point of contact for inquiries and sharing relevant threat intelligence.
Specifically, Sophos Customer Success provides a Sophos trusted advisor to help customers with everything from onboarding 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 at 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.”
