In the ever-changing world of cybersecurity, Olfeo stands out for its commitment to customer satisfaction and success. At the heart of this approach is our Customer Success Advocacy program, an initiative designed to ensure that our solutions not only meet our customers' current needs, but also evolve to adapt to their future requirements.
What is Customer Success Advocacy at Olfeo?
Customer Success Advocacy at Olfeo is a proactive strategy aimed at strengthening our relationship with our customers. This approach involves regular interactions with customers, during which an Olfeo employee takes the time to gain an in-depth understanding of their use cases, challenges, and objectives. The main objective is to ensure that Olfeo's solution tools are used optimally and are fully adapted to each customer's specific use cases and environment, while satisfying customer requests.
How does Customer Success Advocacy work?
The CSA approach involves contacting our customers to schedule a technical review.
The purpose of this review is to:
1. Analyze the Olfeo tool integration model to understand specific customer needs and determine the most appropriate solutions.
2. Study and resolve ongoing issues; we will process open tickets together and can schedule an update.
3. Provide advice and raise awareness about the use of our tools and the importance of using a Zero Trust Internet Access integration model.
A skills transfer will be carried out to ensure optimal use of Olfeo tools. By understanding the unique needs of each client, Olfeo can tailor its offerings to ensure they best meet their specific requirements.
Close proximity to customers
A key aspect of Customer Success Advocacy at Olfeo is active listening. By listening carefully to customer feedback, we can identify trends, challenges, and opportunities. This approach allows us to stay at the forefront of cybersecurity innovation and ensure that our solutions evolve in line with our customers' changing needs.
Regular contact with our customers allows us to ensure a level of proximity and responsiveness that other players find more difficult to achieve.
At Olfeo, Eddy is our CSA (Customer Success Advocacy) expert. We went to meet him to find out more.
Hello Eddy, can you introduce yourself?
Hello, my name is Eddy and I am responsible for Olfeo's CSA program. I spent five years in support, then at the beginning of 2023, I accepted a new challenge with new commitments that involve working closely with our customers to maximize the benefits of our cybersecurity solutions and meet their current and future demands and needs.
Why this interest in CSA missions?
Olfeo sells indirectly, which does not always facilitate customer/publisher exchanges. In addition, our solutions can be integrated by a certified Olfeo partner. It therefore became obvious that we needed to create the CSA position in order to provide our customers with a dedicated technical contact person who could review their Olfeo tools.
What scenarios might you encounter?
We have customers who have been using Olfeo tools for several years, but a new administrator has just been hired and is not yet familiar with the Olfeo solution. This is when a CSA intervention makes perfect sense, as it allows the customer to take stock of their Olfeo tools, accompanied by a skills transfer at no extra cost.
Can you explain your method/concept for meeting expectations?
I first contact the client by email, followed by a phone call in some cases, to schedule a technical review based on everyone's availability.
What advantages have you noticed?
Since the launch of the CSA, there has been 100% positive feedback and the benefits are numerous.
To name a few:
• A new technical contact for our customers;
• Raising customer awareness in line with our Olfeo usage recommendations;
• Free skills transfer;
• Feedback on customer requests regarding the development of Olfeo product service tools;
• Responding to various technical and other customer queries about our tools;
• …
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Conclusion:
At Olfeo, we firmly believe that our customers' success is our success. Through Customer Success Advocacy, we strengthen our relationships with our customers, continually adapt to their needs, and contribute to their growth and security. By putting the customer at the heart of everything we do, we are building a safer and more prosperous future for all.
