A lot of service companies out there say that their customers are important to them. Frankly, ISA is no different. But for us, these are not just empty words or some feel-good slogan: the customer experience is central to everything we do, every day. And we feel that commitment to the customer is reflected by IDC’s March 2020 independent survey, which rated ISA Cybersecurity as #1 in Highly Responsive Staff, and #2 overall among Security Services Providers serving the Canadian market. This is a real testament to the dedication of our staff, and to the loyalty and support from our valued customers. It’s proof that we walk the walk when it comes to putting customers first.
Anyone can sell licenses or move hardware. At ISA, we feel we bring deeper value when we really get to know our customers, and develop continuing relationships with them. We see how their businesses changes over time, we help out when opportunities emerge, and we’re there to face challenges together.
We work hard for our customers, and we take shared pride in our customers’ successes. In an era of unprecedented cyberattacks and business disruption, none of our managed services customers were victims of costly ransomware attacks or data breaches in 2020.
Many of our customers call us an extended part of their in-house IT team – that reflects the trust and partnership they feel with us, and we share with them. We are seen as trusted resources, as cybersecurity experts, as valued business partners. This is what happens when customers are the number one priority.
At ISA, we think of the relationship with our customers as the Customer Journey – it starts when we first connect with a prospect at a conference (remember those?), at a webinar, with a call or referral, or in response to one of our community initiatives or insightful web/social media posts. The journey continues as we get to know the customer, as we explore their specific business requirements, and as we share our deep industry knowledge and expertise about cybersecurity. Product and service delivery is another step in the journey, whether that’s in the form of our advisory & assessment services, architecture design & implementation services, digital forensics & incident response services, or hosted & managed services. Each step of the way, we learn more about our customers and their needs. This is how we deliver cybersecurity services and people that customers can trust.
While every contact an ISA employee has with a customer is an important one, we have dedicated people whose specific job purpose involves engaging with the customer to ensure that we provide that top-rated responsiveness: that role is a Client Experience Manager.
Our Client Experience Managers provide high-level support for our customers and their dedicated ISA account executives, acting as coordinators and facilitators for all of the stakeholders in the Customer Journey, externally and internally. Our Client Experience Managers are always searching for ways to provide extra value to our customers. They are passionate about building strong relationships and streamlining processes in order to provide an optimal experience for our customers.
As ISA continues to grow, we are looking to expand our Client Experience Team. We have an opening in our Toronto office for someone who is passionate about customer experience/support, hard-working, detail-oriented, and interested in cyber security. We’re looking for someone who loves meeting and working with new people, and has a gift for establishing long-lasting, productive relationships. We’re looking someone who can help keep us #1 in responsiveness to customers. Are we looking for you?