Customer Success and Sales Playbook for the New Enterprise Audit Stream Feature at Octopus Deploy 🔍

This guide serves as an educational resource for sales and customer success teams, detailing the audit stream feature and streamlining customer interactions.

1. Overview of the Audit Stream Feature and its Functionality 🔎

The Audit Stream feature is designed for DevOps and security managers seeking to enhance the security and compliance of their operations. This feature enables users to stream audit logs directly to their chosen Security Information and Event Management (SIEM) solution, providing real-time insights into system activities and improving visibility into security incidents. The key functionalities include:

• Seamless Integration: Users can connect to popular SIEM solutions like Splunk and Sumologic, enhancing data analytics capabilities.
• Real-time Monitoring: By streaming audit logs, organizations can identify and respond to security threats as they emerge.
• Compliance Support: Businesses can meet regulatory requirements by maintaining rigorous auditing standards.

Understanding the audit stream's functionality equips the sales and customer success teams with knowledge necessary to address customer inquiries with confidence.

2. Sales and Customer Success Process to Deliver the Audit Streaming Feature 💼

To ensure a smooth deployment of the audit stream feature, the sales and customer success teams must follow a structured process:

1. Initial Customer Engagement: Engage with customers who have expressed interest via the upsell page. Use a predefined email template to ensure a consistent message is communicated.

2. Trial License Generation: Facilitate the trial experience by generating a trial license for customers. This can be accomplished by navigating to the Configurations tab, selecting the Licenses link, and pasting the XML key into the appropriate field.

3. Product Demonstrations: Showcase how to set up the audit stream feature effectively, by guiding customers on navigating the interface, including:

   • Accessing Configuration from the top navigation bar.
   • Selecting Audit from the left navigation options.

4. Technical Support: Provide support throughout the customer’s initial experience, addressing any technical questions and ensuring they can connect their SIEM solutions by:

   • Selecting the appropriate SIEM option.
   • Inserting the required HTTP endpoint and token credentials.

A clear process helps streamline customer onboarding and enhances their experience with the product.

3. Key Artifacts for Sales and Customer Success Teams 📦

Having comprehensive resources readily available ensures that the sales and customer success teams can effectively engage with customers. Key artifacts include:

• Email Template: A standard template for reaching out to customers who requested the audit streaming feature, ensuring clarity and professionalism in communication.

• Feature Artifacts: Detailed guides that explain how to utilize the audit streaming capabilities effectively, tailored for both technical and non-technical audiences.

• Q&A List: A compilation of commonly asked questions (FAQs) and anticipated customer inquiries about the audit streaming feature. This should encompass:

  • What are the security benefits of streaming audit logs?
  • How does the integration with SIEM tools work?
  • What support is available during the setup process?

These materials enhance the team's ability to provide swift and effective responses to customers, fostering improved relationships and customer satisfaction.

4. Insights from Customer Feedback and Future Developments 📈

Collecting customer feedback post-launch is crucial to the continuous improvement of the audit stream feature. This feedback aids in:

• Identifying Pain Points: Regularly reviewing questions and concerns from customers helps pinpoint areas needing enhancement or clarification.

• Informed Roadmap Decisions: Utilizing both qualitative insights from customer interactions and quantitative data from usage metrics helps prioritize future developments. The combination of feedback types ensures that decisions are data-driven and focused on resolving genuine customer needs.

• Enhancing the Customer Experience: By addressing frequently raised issues, the team can refine the product and improve overall user satisfaction.

In summary, the successful deployment of the audit stream feature hinges on a well-structured playbook that empowers sales and customer success teams. This systematic approach promotes effective communication, aids in customer onboarding, and leverages valuable feedback for ongoing product iterations. By implementing this playbook, Octopus Deploy can ensure that customers realize the full potential of the audit streaming capability.