Let me start with WOW! Having over a decade of customer support background in high tech, I jumped into Forescout and was immediately consumed by the world of IT security, network visibility and the maze of industry security acronyms. For me, Customer Care is second nature, “customer care with a security hat on” is a combination that’s proven to be a once-in-a-lifetime challenge. The Internet of Things (IoT) transformation is in fact here and we all walk around with IP connected devices attached to our wrists and hips! (as I type this, my iWatch reminds me to stand up and move around). It’s fascinating to see how customers are dealing with it and how unaware of the potential exposure some are.
Forescout’s support experience to our customers was passable when I got here. It got us to today with little fanfare. The goal for my role was to take it to the next step, scale the organization to handle the growth trajectory and improve our proactive post-sale support experience. The last 180-days have been all about growth, scale, fine-tuning the processes and instilling an exceptional customer experience culture while delivering a world-class security focused technical support.
The energy within the company is nothing like I’ve experienced, especially coming from large multibillion dollar companies or joint ventures that grew to multibillion in a short amount of time. The passion within all levels to educate customers on network visibility, security threats, mitigation approaches and awareness of what’s behind that “port” is core to every employee. Our value-prop is quite simple, but the risk mitigation within today’s networks is bigger than imagined. My time at Forescout thus far has truly been a great experience and when I think about where the company is going, I am as excited as it gets.
Over the past 6 months, I’ve met with dozens of customers and one common theme that continues to be relayed to me is the value of our product. Our customers have also provided great feedback on support and I’ve taken it seriously. To improve our customer’s support experience, we’ve taken actions such as:
- Grown support resources by 139%
- Rolled out a single global support operating procedure across our support centers in California, Tel Aviv and Texas
- Rolled out two new post-sale proactively focused support roles and have begun efforts to provide a new online support experience to customers that’s going to simplify day to day support operation to align with our security focused culture
- Opened a new, dedicated customer support center in Dallas, which you can read more about here.
We’re seeing the results of our hard work in our CSAT and NPS scores, which have skyrocketed in the last couple of months. This upward trajectory shows our new support experience is being validated by customers. The strides we’ve made and the customer reaction we’ve received have been really encouraging. Tells me we’re on the right path to becoming a company who represents the gold-standard in customer care. But don’t just take my word for it. Here are some of our recent customer quotes:
“The product works great and tech support has been amazing!”
“The Forescout engineer was one of the fastest to respond to a case. We deal with many vendors and this type of service is TOP notch! Well done!”
“It’s best of breed. Period.”
More work to be done, but we’re excited by what we’ve achieved thus far. Thank you for your continued patience and support.