As we usher in the new year, I want to update you on some exciting transformations the McAfee Customer Success Group (CSG) has undergone. As a company, McAfee is committed to putting you—our customer—at the core. Our goal is to help you make the right decisions as you evolve your security maturity from device to cloud and to bring you the best possible customer experience every time we interact.
McAfee uses the Net Promoter Score (NPS) to quantify customer sentiment about our brand and our products. This allows us to see customer feedback, analyze it, and make strategic decisions based on this intelligence. By listening to and acting on your input, CSG has made significant changes around people, process, technology, and offerings. These enhancements will help you make the most of your McAfee solutions so that you can successfully achieve your desired security outcomes.
We’re constantly innovating to provide cybersecurity services that align with your definition of success. The transformation changes include:
To help move your security goals forward, we’ve updated and developed new offerings.
McAfee Customer Success Plans
We’re now offering three unique Customer Success Plans: McAfee Premier, Enhanced, and Essential Success Plans. These plans help enterprises—of all sizes—address today’s biggest challenges: the cybersecurity talent shortage, the growing threat environment, and lack of sufficient training. The plans are a strategically packaged set of personalized services, resources, and expert guidance that help drive product adoption, reduce security risks, and maximize your investment. You can expect proactive planning, success and escalation management, consulting, and education services, and business reviews to help transform your security into a business driver. Learn more.
McAfee Education Services
The IT professionals who enforce the security policies and run the tools that protect their organizations’ data frequently lack access to the training they need. The skills shortage, combined with lack of easily accessible training, leaves organizations exposed to attacks and data loss. Our cutting-edge McAfee Education Services portfolio offers flexible product and security training options that help you stay ahead of threats, save time, and maximize your McAfee investment. We’ve added guided on-demand training, bringing the classroom training experience in a remote setting with hands-on labs access, and refreshed our product training catalog. Learn more.
McAfee Incident Response
You need to be prepared for cyberattacks. The McAfee Incident Response (IR) Service is a comprehensive offering that combines two services that prepares and strengthen your company against potential cyberattacks and gives you greater peace of mind. Our 40-hour IR readiness assessment provides you the opportunity to collaborate with McAfee security professionals to proactively build a comprehensive IR plan. You also receive 160 pre-paid emergency IR hours to use over a 12-month period. Should a cyberattack occur, you have access to McAfee security experts to help you through the crisis, saving downtime and loss of reputation. Learn more.
McAfee Corporate Support Enhancements
McAfee understands that your time is valuable. We’ve made some important changes to help you resolve issues more quickly and, ultimately, make it easier to interact with McAfee Technical Support. These enhancements include a simplified Service Request submission process, single case ownership from creation to resolution, phone lookup enhancements for direct connect to the case owner. This provides consistency and reduces the time spent on troubleshooting, ensuring your business issues are addressed. Learn more.
To improve your digital support experience, we’ve developed several new self-service tools and resources. These include:
- New mobile application which allows you to receive notifications and view, update, and close Services Requests. Download to your Android or iOS mobile device from the app store
- New portal landing pages, a central location for common resources, categorized by product, where you can get answers to your critical questions
- Support communities where you can collaborate with liked-minded security professionals to resolve issues and share information and best practices
- Access to a library of YouTube videos that provide “how to” support for new product features
- Launching next month, an in-product McAfee ePO Support Center plug-in to simplify and streamline technical troubleshooting (for version 5.3 and higher)
McAfee Customer Success Group
CSG supports your aspirations. The improvements we’ve made demonstrate how we are transforming along with you. We’re listening to your needs and committed to delivering an exceptional customer experience to each of you, every time.
Advanced security solutions from McAfee are designed to detect, protect, and correct—from device to the cloud.* CSG helps you optimize those security solutions so that you can innovate fearlessly, proactively protect your business, and scale up in line with your timeframe. We look forward to working closely with you to accomplish your near-term and long-term security and business goals. As we’re accustomed to saying around here, “Together Is Power.”
To find out how we can help you reach your security goals, visit the “Learn More” links above or contact your sales account manager or partner.
*McAfee technologies’ features and benefits depend on system configuration and may require enabled hardware, software, or service activation. No connected environment can be absolutely secure.
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Categories: Executive Perspectives