Sophos Launches New Customer Success Initiative

Sophos, a U.K.-based cybersecurity company, has launched a new program featuring 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 is also designed to provide guidance on how organizations can maximize their current investment in the vendor’s portfolio solutions, including Managed Detection and Response (MDR) services, and endpoint, network, email, and cloud security.

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.

“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.”

Channel Impact^®
Sophos Customer Success experts work hand-in-hand with Sophos’ channel partners and Managed Service Providers (MSPs), augmenting support services already available to customers.