Announcements

2 Posts authored by: kevin.bury

SolarWinds is committed to great software AND great customer experiences
Over the last two years, we’ve invested aggressively in our Customer Success and Technical Support teams. We did this because we know that creating value for our customers creates value for SolarWinds as well. And we’re excited to share that this commitment has garnered deserved recognition for our team.

 

SolarWinds has earned the 2018 Bronze Stevie Award for our Customer Success and Support teams
To put this award in perspective, Stevie® Awards are like the Oscars for businesses in the areas of Customer Success, Sales, and Support. This year we faced fierce competition; the judges evaluated more than 2,200 nominations globally from organizations of all sizes and virtually every industry.

The judges cited SolarWinds’ staff recruitment, training, knowledge sharing, and mentoring practices—all of which contributed to significant improvements in customer satisfaction scores—as the critical factors in their selection.

Receiving the Stevie Award validates our team’s efforts and hard work. We recognize that we are still a work-in-progress, and that there is always room for improvement. Based on feedback from customers like you, we continue to invest in our efforts. This year we:

  • Transitioned to a new case management system
  • Added additional Support staff
  • Upgraded our phone systems
  • Enhanced our Success Center to provide you with even more rich technical content
  • Expanded our SolarWinds Academy to include more training courses
  • Revamped the SolarWinds Certified Professional® program

 

We want to thank you
Our mission goes beyond creating great software. It also supports what you, our customers, do with that software.

Thank you for helping us improve our team and our software. And, of course, we’re always here if you have questions or feedback.

THWACK members,

 

As active members in this community you are keenly aware of our commitment to your experience with SolarWinds. Every day we solicit your feedback on how we can improve our products, documentation, training and programs to make it easy to try, buy and use our products, and more importantly, to succeed in your role as an IT pro. Over the last couple of years you have cheered us on as we’ve developed and added to our SolarWinds Academy, launched the Success Center and improved our documentation with the creation of Getting Started and Upgrade Guides. As a result of your direct feedback we’ve: 

 

  • Doubled the number of instructor-led SolarWinds Academy courses and awarded THWACK points for taking these classes
  • Improved our documentation and many knowledge base articles found in the Success Center
  • Hired and invested in additional training for our support team

 

In addition to these improvements we are now launching two exciting new programs. One is a major overhaul of our SolarWinds Certified Professional (SCP) program. We’ve received a lot of great feedback from customers who participated in the NPM and SCP beta exams. These product-specific exams, and other SCP exams to follow, will test your knowledge of SolarWinds products and equip you with the ability to differentiate yourself from your peers. Read more about the SCP program in Cal Smith’s (Director of Technical Education) post here.

 

We’ve also recently launched an assisted onboarding program, Smart Start. This program provides best practices, tailored to your environment, by working 1:1 with one of our implementation experts. While this program was developed for customers purchasing new product licenses, we’ve seen a lot of interest from customers who have new administrators in their shop and want them to get up to speed very quickly.

 

Whether you’re new to SolarWinds, a SolarWinds expert, or somewhere in between, our aim is to make it as easy as possible for you to get the help you need. As always, we welcome your feedback on how we can improve our Customer Success programs moving forward.

 

Kevin Bury

SVP Customer Experience, SolarWinds

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