In the ever-changing world of cybersecurity, Olfeo stands out for its commitment to customer satisfaction and success. At the heart of this 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 meet their future requirements.

What is Customer Success Advocacy at Olfeo?

Customer Success Advocacy at Olfeo is a proactive strategy aimed at strengthening the 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 solution tools are used optimally and are fully adapted to each customer's specific use case and environment, while satisfying customer demands.

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 tools integration model to understand specific customer needs and determine the most appropriate solutions.
2. Study and solve current problems, we will handle open tickets together and can schedule an update.
3. Advise and educate on the use of our tools and the importance of using a Trust-Centric integration model.

A skills transfer will be carried out, for optimal use of Olfeo tools. By understanding the unique needs of each customer, Olfeo can customize its offerings to ensure they optimally 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 keeps us at the forefront of cybersecurity innovation, and ensures that our solutions evolve in parallel with our customers' changing needs.
Regular contact with our customers enables us to ensure a proximity and speed of reaction that other players find harder to achieve.

At Olfeo, Eddy is our CSA (Customer Success Advocacy) expert. We went to meet him to find out more.

Hello Eddy, would you like to introduce yourself?

Hello, my name is Eddy and I'm responsible for Olfeo's CSA program. I spent 5 years in support, then at the beginning of 2023, I accepted a new challenge with new commitments to work closely with our customers, to maximize the benefits of our cybersecurity solutions and meet their demands as well as their present and future needs.

Why this interest in CSA missions?

Olfeo sells indirectly, which doesn't always make customer/publisher exchanges easy. What's more, our solutions can be integrated by an Olfeo-certified partner. It therefore became obvious to create the position of CSA, in order to provide our customers with a privileged technical contact who can review their Olfeo tools.

What kind of situations might you encounter?

Some of our customers have already 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 where a CSA intervention comes into its own, enabling the customer to take stock of their Olfeo tools, accompanied by a free transfer of skills.

Can you explain your method/concept for meeting expectations?

I first contact the customer by e-mail, followed by a call sometimes, to schedule a technical review according to everyone's agenda.

What advantages have you seen?

Since the launch of CSA, there has been 100% positive feedback, and the benefits are many.

To name but a few:
- A new technical contact for our customers;
- Customer awareness of our Olfeo usage recommendations;
- Free skills transfer;
- Feedback to the Olfeo product department on customer requests concerning tool evolution;
- Answering customers' technical and other questions about our tools;
- ...

If you would like to take advantage of this free support service, please write to us and our experts will get back to you as soon as possible.

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, more prosperous future for all.