SolarWinds Doubles Down on Customer Success Initiative to Help Empower IT Service Providers to Outperform Their Goals and Thrive
Mon, 06/29/2020 - 06:00
Addition of Expanded Global Customer Care Team, Onboarding Improvements, and Localized Customer Success Management Built for Partner Enablement and Transformation
DURHAM, North Carolina – June 29, 2020 – SolarWinds (NYSE:SWI), a leading provider of powerful and affordable IT management software, today announced the expansion of its customer success initiative to drive even greater partner enablement—with more resources and support that go beyond technology to help MSPs transform and thrive.
The announcement includes an expanded global customer care team, improved onboarding tools, dedicated and enhanced localized customer success management, and new peer-to-peer advisory programs.
• 24x5 global customer care team: Dedicated to helping MSP partners remain focused on maximizing business success, and spend less time troubleshooting things like account questions and usage reports.
• Expanded onboarding team: Works with every new customer and first-time tool user to provide in-depth training, and chart an ongoing path for technical efficiency and improved performance.
• Enhanced localized customer success managers: Help partners with timely, relevant tools and resources through a global hub of more than 40 dedicated professionals.
• New partner advisory groups: Help fuel partner-driven solutions and feature sets.
The newest components build on key customer success initiatives including the SolarWinds Head Nerds program and the MSP Institute. The Institute provides training and tips through business, sales, marketing, and technical tracks from experts and industry leaders, and has already celebrated more than 30,000 course completions since its launch in 2018. The Head Nerds, who began their advisory efforts earlier this year, deliver training boot camps, educational resources, and consultative office hours to help MSPs understand and maximize the most important business growth opportunities including security, backup, automation, and operations. Since they began, more than a dozen boot camps have had over 5,000 attendees, and recent COVID-19 specific sessions hosted more than 4,000.
“With the expansion of our customer success team and resources, we’re furthering our commitment to put our partners at the center of everything we do,” stated Mike Cullen, group vice president of partner success for SolarWinds MSP. “This isn’t a 1:1 business model. It’s an ecosystem that grows exponentially and we want to help our partners be the best they can be. We are dedicated to delivering the experts, education, and interactive programs they need to do just that, so they can thrive, even during transitional times like these.”
“We’ve always found SolarWinds support and the products themselves to be significantly above the rest in the industry,” explained David Rounds, CEO of NetEffect, who has coordinated extensively with the Head Nerds and other training and resource components. “We’re getting high-level, technical consulting on some of the toughest problems you’ll face. It’s about management, monitoring, alerting, discovery, and automation—for every one of our customers. Without SolarWinds we couldn’t be an MSP, we’d be a break/fix company.”
Michael Kahn, CEO of PCDataNet, commented on SolarWinds’ customer success focus. “I really like the implementation process and the support; they're always available. I'm never going thru this journey alone.” He continued, “There's an opportunity for companies right now to make a huge impact as we hit this reset button. The products from SolarWinds are definitely going to make us shine and help us provide small businesses with the support and attention they deserve.”
SolarWinds (NYSE:SWI) is a leading provider of powerful and affordable IT management software. Our products give organizations worldwide—regardless of type, size, or complexity—the power to monitor and manage their IT services, infrastructures, and applications; whether on-premises, in the cloud, or via hybrid models. We continuously engage with technology professionals—IT service and operations professionals, DevOps professionals, and managed services providers (MSPs)—to understand the challenges they face in maintaining high-performing and highly available IT infrastructures and applications. The insights we gain from them, in places like our THWACK® community, allow us to solve well-understood IT management challenges in the ways technology professionals want them solved. Our focus on the user and commitment to excellence in end-to-end hybrid IT management has established SolarWinds as a worldwide leader in solutions for network and IT service management, application performance, and managed services. Targeted for MSPs, the SolarWinds MSP product portfolio delivers broad, scalable IT service management solutions that integrate layered security, collective intelligence, and smart automation. Our products are designed to enable MSPs to provide highly-effective outsourced IT services for their SMB end-customers and more efficiently manage their own businesses. Learn more today at www.solarwindsmsp.com.
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