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2 Posts authored by: david.gardiner

As you may recall, we’re working on a number of initiatives to better serve our customers and potential customers. In an effort to keep you up to date on our progress, we are pleased to announce two new programs designed to better meet your needs.

 

A few weeks ago, we changed the way that we interact with customers who download products from our Customer Portal. We believe that this will greatly improve your overall experience.

 

What is the change that customers will experience?

  • When you download a free product trial from the Customer Portal, you will now have the option to choose whether you want or do not want a follow-up contact from a customer specialist.
  • If you are interested in follow-up contact, you will receive a call from a member of our customer sales team within two days.
  • If you do not want a follow-up contact, you will not hear from customer sales until you are ready and reach out.

 

We are also introducing a new program, our “Strategic Accounts Team.”

 

Currently in pilot mode, this new team will provide a select set of customers a central point of contact when working with our sales organization. We believe that this new engagement structure will allow us to develop a better understanding of your organization and your goals with respect to your SolarWinds deployment. Ultimately, our goal is to provide a better experience when it comes to working with our sales team.

 

Over the next several weeks, we will work with a targeted list of customers to refine our processes and ensure that we are prepared for the team’s expansion.

 

We look forward to providing you with updates on success of the Strategic Accounts Team initiative in the coming weeks.

 

Should you have any questions about these changes, please feel free to contact us directly at customersales@solarwinds.com.

Input from our users and the community will always be important to our business. When you design and build IT management products for IT pros, that feedback is essential and so we listen.

 

Lately, we’ve heard the growing concern and frustration with overly aggressive sales reps and tactics.

 

When an organization grows as rapidly as we have, there can be challenges in making sure that all members of our global team understand how we want to work with our customers and prospects. We’re committed to providing you with a quality experience and recognize that we may not be succeeding for a number of folks. We can do better.

 

In order to help us improve our interaction and conversations, you now have direct access to our Senior Sales Management team to share feedback and frustrations in real-time. Think of it as our “How’s our Selling?” hotline.

 

  • Contact us via phone (+1 512.498.6510) and email (salesexecs@solarwinds.com). These messages will route directly to all SolarWinds sales VPs, SVPs and EVPs.

 

  • Within 48 hours of sending feedback, you will get a personal response from a VP and we will take immediate action to correct the situation.

 

We have on-boarding and ongoing training programs for our sales representatives and we will use any feedback we get to work on improving our engagements with customers. While we may not always get it right, we are committed to working hard to make it right.


Good, bad or ugly... we want to hear what you have to say. 


David Gardiner

SVP, SolarWinds Sales

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