Sophos launches customer success initiative to boost support

Sophos has launched a new initiative named Sophos Customer Success, enhancing support for its customers and channel partners.

This programme aims to provide a singular point of contact for clients, ensuring swift responses to queries and disseminating threat intelligence to promote best practices in cybersecurity.

The new service encompasses several features designed to support customers throughout the post-sales phase. These include an expert team to offer ongoing security resources and alerts, alongside educational materials such as webinars about cyberattacks like ransomware and data breaches.

Additionally, the programme provides guidance on maximising current investments and enhancing strategic defences with different solutions in the Sophos portfolio. These solutions span Managed Detection and Response (MDR), and endpoint, network, email, and cloud security services.

Angela Bucher, Vice President of Customer Success at Sophos, highlighted the intent behind this launch. "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 Bucher. She emphasised the seamless support provided by the new initiative. "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 offers two levels of service: a high-touch and a tech-touch approach. The high-touch approach delivers personalised, hands-on engagement suitable for organisations with complex requirements. The tech-touch approach is more automated and scalable, designed to assist partners and Managed Service Providers (MSPs) handling a larger volume of customers through standardised processes.

Sam Heard, President of Data Integrity Services, a Sophos channel partner, praised the new service. "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," noted 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."

The initiative not only aims to support customers with existing investments but also to assist in onboarding and scaling investments within organisations' growing ecosystems to defend against cyberattacks. The programme facilitates a consistent and effective experience designed to enhance overall cybersecurity protection.

Sophos continues to work closely with its channel partners and MSPs to augment the support services already available to customers. The launch of Sophos Customer Success represents the company's ongoing commitment to providing comprehensive support and resources that enable organisations to fortify their defences against sophisticated cyber threats.