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The SolarWinds Culture of "Customers First" Recognized With Five Prestigious Stevie Awards

SolarWinds, a leading provider of powerful and affordable IT management software, today announced its Smart StartCustomer Success Center, and Customer Success Manager programs have earned industry recognition from the Stevie Awards for outstanding customer service and support achievement. Established to help ensure its IT operations management customers quickly receive value from their SolarWinds software, the company's customer success programs provide extensive onboarding, training, community engagement, personalized support, and more.

SolarWinds understands speed to value when troubleshooting fires and managing critical systems are of top importance for IT professionals driving business performance. By participating in the company's customer success programs, IT pros gain not only unmatched support and service to get their products up and running as quickly as possible but also extended resources beyond the technology. With SolarWinds as their partner, customers can tap into a wealth of resources for education and training to learn new skills, become SolarWinds certified, or to connect with peers, to name a few.

"Supporting the IT pro community is central to the SolarWinds DNA, so it's an honor to be recognized for our commitment to building a customer culture that strives to put our customers first and ensure their success," said Kevin Bury, senior vice president, support, services, and enablement, SolarWinds. "We take pride in delivering simple, powerful, and affordable IT management solutions to meet the evolving needs of our customers and our mission goes hand-in-hand with providing world-class technical support, service, and education."

2020 Stevie Awards

SolarWinds won three awards in the 14th annual Stevie Awards for Sales & Customer Service, recognizing the worldwide achievements of sales, customer service, and call center professionals; one award in the Asia-Pacific Stevie Awards, recognizing outstanding achievements to all organizations in the 22 nations of the Asia-Pacific region; and one award in the German Stevie Awards, recognizing outstanding achievements to all organizations in the European nations where German is an official language: Austria, Belgium, Germany, Liechtenstein, Luxembourg, and Switzerland.

SolarWinds won in the following customer categories:

  • Best Customer Engagement Initiative
    • Silver for "Improving Customer Satisfaction With SolarWinds Smart Start;" SolarWinds IT operations management
    • Silver for "How the Customer Success Managers at SolarWinds Fulfill Customers' Need for Speed;" SolarWinds IT operations management
    • Bronze for "Three Key Strategies SolarWinds Has Used to Create a World-Class Customer Success Center;" SolarWinds IT operations management
  • Customer Support
    • Silver for "How a New Approach to Preparing Technical Support Reps Led to Unexpected Results;" SolarWinds Asia-Pacific
    • Bronze for "SolarWinds Programs to Support Customers in the Customer Journey;" SolarWinds Germany

SolarWinds Customer Success Programs

SolarWinds Smart Start is a series of self-led and assisted onboarding and training programs designed to walk customers through their software installation or upgrade, so they can get value right away. Since the program's inception in 2017, more than 1,200 customers have participated in the assisted onboarding program, with thousands more in the self-led version.

The SolarWinds Customer Success Center provides customers with a wealth of curated resources to help install, troubleshoot, and optimize SolarWinds products. Based on their need, customers can search or browse product guides, documentation, training, onboarding and upgrading information, and support articles at their convenience. In addition, customers can participate in the SolarWinds Academy to gain a comprehensive understanding of the SolarWinds portfolio of products through certifications, instructor-led classes, and eLearning videos. More than 8,600 students have enrolled in the SolarWinds Academy eLearning program this year alone, emphasizing the value eLearning represents for IT pros looking to upskill and further develop their careers alongside their full-time jobs.

Customer Success Managers are a team of "radically available" individuals dedicated to helping customers answer what they should be doing, where they can find answers, and who can help them. This strategy has led to over 90% of engaged customers getting their products into production within 90 days or less and has earned the team a 94% customer satisfaction (CSAT) score.

Published Tuesday, July 28, 2020 9:55 AM by David Marshall
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