Lancope® unveils enhanced, customer success organisation

Lancope, Inc., a leader in network visibility and security intelligence, has unveiled a newly enhanced, world-class customer success organisation to help customers embrace proactive, lean-forward cyber security strategies. This year, Lancope increased its investment in the customer success organisation by 150 percent, and appointed a new vice president of customer success, Ken O’Reilly. Moving forward, the company is furthering its commitment to help customers achieve their security outcomes with a plethora of new offerings across four main pillars: customer success management, technical support, professional services, and learning and development.

Customer Success Management
Under the customer success management umbrella, Lancope has heavily invested in resources that enable customers to gain a maximum return on investment for the StealthWatch® System. These resources include customer success managers who will work with customers to help drive effective outcomes, as well as a formal customer on-boarding program to ensure that customers know how to best leverage the StealthWatch System early on. Additionally, Lancope has delivered a completely revamped, highly intuitive customer community portal where customers can easily share and obtain the knowledge necessary to excel with the StealthWatch product and in cyber security overall.

World-Class Customer Support
Lancope offers world-class customer support and maintenance to help organisations optimize security operations and keep their assets protected from advanced attacks. Lancope’s support engineers have an average of 15 years of network and security operations experience. In order to enhance its support offerings, Lancope has added global, 24/7 customer support for all maintenance customers, and an Enterprise Premium Support offering that features a dedicated customer success manager and technical support engineer, as well as many additional, value-added services.

Comprehensive Professional Services
Lancope provides a full range of professional services to help organizations meet specific business requirements, increase productivity and reduce risk. Lancope services professionals and certified partners offer years of experience designing, deploying and managing the StealthWatch product family. Lancope now offers four fixed services, including:

Initial Installation for fast, efficient deployment
Health Check and Tuning to make sure that the StealthWatch System is operating at its full potential
Host Group Automation to provide customers with a logical means of categorizing network assets
Proxy Integration to integrate a customer’s web proxy with the StealthWatch FlowCollector
The Lancope Professional Services portfolio also includes custom consulting and integration services that can be delivered upon request.

Learning and Development
A key component of Lancope’s customer success initiative is delivering easy-to-access training to help organisations take full advantage of StealthWatch System capabilities. Lancope is now offering both virtual, instructor-led classes complete with interactive labs, as well as free eLearning courses via the customer community portal, which cover a wide range of topics for StealthWatch administrators as well as network and security professionals.

“Today’s enterprises can no longer afford to just buy security technology and hope that it keeps their networks protected,” said Ken O’Reilly, vice president of customer success for Lancope. “Lancope has designed a comprehensive, dynamic model for customer engagement and knowledge transfer that will make it easier for organisations to access the exact type of support they need to be successful at every stage of their StealthWatch deployment.”