According to Pagliuca, an independent, post-IPO SolarWinds MSP would have more money to pour into areas it’s already investing in at elevated levels: R&D and customer (as in partner) success.
On the R&D side, partners could begin feeling the effects of behind-the-scenes efforts to enhance product performance and scalability as soon as early next year. Automated tools for identifying and remediating technical issues, with help from artificial intelligence, are in the works as well, according to Mav Turner, group vice president of product management at SolarWinds MSP.
“We think AIOps specifically is something that both we can leverage but also that we can deliver to you and help empower how you work,” said Turner during yesterday’s conference.
Human intelligence, meanwhile, figures prominently in moves underway now to further expand the company’s customer success initiative. “What we’ve found is that we’re not really servicing our customers deep enough by just putting an account manager on there,” says Pagliuca, who’s hiring more customer success specialists as a result.
“We’re adding more nerds,” he states, alluding to the company’s team of in-house subject matter experts. Freshly onboarded “business nerds,” for example, are providing one-on-one advice about matters like pricing. Extra “security nerds,” meanwhile, are teaching partners how to put layered defenses in place for end users and better secure their own environment, while “automation nerds” are showing technicians how to use their management software to perform mundane administrative tasks.
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