Sophos has opened up on the rationale for forming a new ‘Partner Care’ team, claiming it will usher in a more consistent experience for partners with administrative queries.
The new 35-employee resource is designed to “speed up response times for Sophos partners and MSPs needing assistance with administrative and operational tasks”.
Talking to IT Channel Oxygen, Kendra Krause (pictured above), senior vice president of global channels and small business sales at Sophos, revealed it will be staffed by 35 employees.
Asked how response times will compare with before, Krause admitted the very nature of its previous regime makes comparisons impossible.
“We don’t have an accurate before picture as these calls were not cases logged into our systems,” she said.
“Every partner’s experience in resolution could have been different, which is another reason why we brought this together into a specialised staff, trained to resolve very quickly, and all cases are now logged for tracking purposes.
“Most cases are resolved while the customer is on the phone, so within minutes.”
One of several new additions in Sophos’ partner programme, the team will handle non-sales related questions and operational support.
The resource is designed to offer a single point of contact for quoting, navigating the partner portal, addressing licensing queries and Not For Resale (NFR) requests, among other things.
The cybersecurity vendor is also offering an additional 5% reward on top of a deal registration discount for partners selling Sophos Managed Detection and Response (MDR). This expires March 31, 2024.
The news comes after Sophos moved to appoint a new CEO in the form of Joe Levy, following the resignation of Chris Hagerman.
