5 ways your data exchange vendor should help you stay secure and operational
Looking for a secure data exchange solution? Don’t overlook a vendor’s support.
As the flow of data changes and security risks increase, software vendors need to step up their game. This is true not only for the secure data exchange solutions they deliver but also for the support they offer.
While products set the foundation for a secure file transfer infrastructure, a stellar support team ensures customers excel. Here’s what IT and security leaders should look for in a file transfer or EDI/B2B integration solution provider in terms of support.
01 Offers an always-on support model
When customers seek support from their data exchange solution provider, they’re in a stressful situation. Whether it’s expired TLS certificates or blocked SFTP traffic, customers need resolution fast.
Vendors should deliver 24/7 support and be easy to connect with. No matter what a customer is calling about or when they’re making that call, the contact method should be the same.
02 Delivers a consistent experience
Customers may contact support in several ways: by phone, email, web portal, or chat. However they choose to reach out, and whoever they connect with, the customer should receive the same reliable experience.
The support team should follow a standardized set of processes and procedures. Such standardization ensures that teams use the same resources and escalation paths while minimizing miscommunication and delays.
03 Can adapt to manage customer needs
Data exchange vendors can design policies and procedures to cover 80% of the reasons for support outreach. But there’s still that 20% that vendors need to effectively manage.
A support team should be flexible enough to accommodate adjustments. Leaving room for slight changes is especially important when working with global customers with cultural and regional differences or unique requirements.
04 Invests in in-house talent
As data exchange solution providers look for ways to cut costs, support can suffer. Vendors often outsource support to a third party that knows nothing about a customer’s business.
Customers should look for a vendor that invests in in-house support talent. With this investment, the solution provider becomes more of a trusted advisor and can build customer relationships that last for years and decades.
05 Proactively educates customers
While shipping products securely by design, data exchange solution providers are also in a position to educate customers. Take misconfigurations,
for example.
Known to cause a lot of problems, a data exchange vendor can educate customers on how to use Zero Trust tenants and other best practices to secure their infrastructure.
This education can come through conversations as well as self-service learning tools. Online training and certification programs can keep customers informed on minimizing file transfer risk and the need for support.
Learn more about how to build a fortress for your data ecosystem.