Case Study: Sophos achieves $390,000 in annual support savings with Whatfix

Sophos Firewall Saved $390,000 With In-App Technical Guidance and Self Support for Its Firewall Customers

Sophos, a global cybersecurity provider, needed to help customers configure, deploy, and maintain its Sophos Firewall product more easily. Many users lacked deep security expertise, which drove a high volume of support tickets and made it harder to deliver a fast, self-service experience. Sophos turned to Whatfix and its digital adoption platform to provide in-app technical guidance and customer self-help inside the firewall admin console.

Whatfix implemented “Sophos Assistant,” a contextual in-app guidance layer with step-by-step Flows, pop-ups, and embedded help content. The solution helped customers complete more than 50,000 Flows, reduced Firewall support tickets by 10%, and saved Sophos $390,000 annually. It also achieved a full ROI in six months and was rated helpful by 87% of users.

Sophos

Remi Preghenella

Director of Product Documentation and Digital Adoption