#ISG Awards #Whatfix #Sophos

Whatfix and Sophos Win Innovation Award at the 2024 ISG Paragon Awards EMEA

Whatfix, renowned as a leading global digital adoption platform (DAP), alongside its client Sophos, a pioneer in security technology, has been recognized with the prestigious Innovation Award at the 2024 ISG Paragon Awards, held for the EMEA region. This partnership was also a finalist in the Transformation Award category, spotlighting the innovative strategies utilized to foster substantial operational improvements and outstanding user engagement.

For over six years, Whatfix has played a crucial role in transforming the training and support systems at Sophos. Due to the company's extensive range of security products deployed in diverse environments worldwide, Sophos faced the challenge of managing a vast number of support tickets. To overcome this hurdle, they integrated Whatfix's DAP solution, which is designed to deliver in-app guidance and support. This approach included self-help options, proactive nudges, and contextual pop-ups to provide essential information precisely when needed.

The incorporation of Whatfix's technology significantly decreased support ticket volumes by empowering users to self-resolve common issues. As a result, Sophos' support teams could concentrate on more complex inquiries, leading to increased operational efficiency and enhanced service quality. The collaboration has allowed Sophos to achieve impressive outcomes, aligning perfectly with its goal of reducing support overhead while simultaneously improving user experiences. One of the most notable achievements is the recurring $500,000 savings annually attributed to the DAP solutions, benefiting roughly 1.5 million users globally.

Khadim Batti, CEO of Whatfix, expressed gratitude for the recognition: "Receiving this award with Sophos underscores the impactful nature of DAP solutions in alleviating operational challenges while enhancing user experiences for globally established organizations. The tangible results we have accomplished together demonstrate the significant contributions of Whatfix’s platform to global enterprises like Sophos."

Rémi Preghenella, Director of Product Documentation and Digital Adoption at Sophos, shared his excitement over this significant achievement: *"Winning the ISG Paragon 2024 innovation award is a reflection of the hard work and close collaboration between the Sophos and Whatfix teams. It highlights our commitment to revolutionizing how we assist our customers in mastering and succeeding with our products.