Sophos launches Customer Success to enhance cybersecurity support

Sophos has announced the launch of a new initiative, Sophos Customer Success, designed to aid customers in maximising the value of their cybersecurity investments.

This programme introduces a team of experts who will provide ongoing support, security resources, alerts, and educational content about various cyber threats, including ransomware and data breaches.

The team will offer guidance on optimising current investments and enhancing strategic defences through Sophos solutions such as Managed Detection and Response (MDR) services, and endpoint, network, email, and cloud security. The specialists will collaborate closely with Sophos channel partners and Managed Service Providers (MSPs), augmenting existing support services available to clients.

Angela Bucher, Vice President of Customer Success at Sophos, pointed out the benefits of this dedicated support structure. "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," Bucher stated. "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."

Sophos Customer Success will feature two levels of service. The high-touch approach involves personalised, hands-on engagement with customers, tailored for organisations with complex requirements. In contrast, the tech-touch approach is more automated and scalable, intended to support partners and MSPs managing a larger volume of customers with standardised processes.

The programme aims to provide a cohesive and consistent experience for clients, ensuring they have a unified point of contact who can promptly address inquiries and supply relevant threat intelligence. This approach seeks to foster best cybersecurity practices among users.

Sam Heard, President at Data Integrity Services, a Sophos channel partner, commented on the initiative's efficacy. "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 Heard. "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."

With this move, Sophos aims to deepen its commitment to its customers and channel partners by ensuring they can better utilise the full breadth of security capabilities offered within their current investments. The support includes onboarding assistance and strategies for scaling investments tailored to each organisation’s unique needs to handle evolving cyber threats effectively.

The initiative follows the earlier launch of Sophos Partner Care, demonstrating the company's ongoing dedication to enhancing service levels and customer engagement.

The Sophos Customer Success programme aims to offer comprehensive and tailored support to bolster the cybersecurity measures of organisations, alongside providing valuable educational content and resources to navigate the complexities of modern cyber threats.