Rapid7

Rapid7 empowers you with industry-leading security solutions and strategic expertise to stay ahead of attackers, ahead of the competition, and ready for what's next.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

Through ongoing innovation, Rapid7 has established itself as an industry leader in cybersecurity. Its mission is to provide a more secure digital future for all by helping organizations strengthen their security programs in the face of accelerating digital transformation.

Rapid7's solutions empower security professionals to manage risk and eliminate threats across the entire threat landscape, from apps to the cloud to traditional infrastructure to the dark web.

Known for its commitment to customer experience, Rapid7 strives to provide an industry-leading experience and value at every stage of the customer journey. This dedication has resulted in significant improvements in our support case CSAT by over 30% over the last 5 years, with an average 4% increase over the last 18 months.

Rapid7 is trusted by more than 11,000 customers worldwide. Our industry-leading solutions and services help businesses stay ahead of attackers, ahead of the competition, and future-ready for what's next.

Rapid7 Customer Support plays a crucial role in assisting our customers. Its mission is to continuously improve, providing faster, smarter, and more personal experiences that transform every interaction into an opportunity for learning, innovation, and the development of strong, lasting partnerships.

Rapid7 aims to support customers by delivering a unified and fully visible attack surface, enabling organizations to simplify their cybersecurity landscape. By utilizing streamlined tools, AI-driven enhancements, and advanced solutions, Rapid7 empowers teams to proactively manage threats and secure their environments with confidence.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Over the past 18 months, Rapid7's Customer Support team has significantly enhanced support quality and seen consistent innovation and improvement, all while managing a continually increasing volume of support cases [REDACTED FOR PUBLICATION] and dealing with growing demand for support services.

This was made possible by a multi-pillar strategy that established three distinct, highly efficient Centers of Excellence (CoEs) located in Tampa (US), Belfast (UK), and Pune (IND). This global approach empowered support staff to provide exceptional regionally attuned expertise to Rapid7's worldwide customer base.

The Rapid7 Support Team pioneered a suite of AI initiatives, including Proactive Sentiment Analysis for risk mitigation, the Answers Co-Pilot to accelerate Technical Security Element (TSE) workflows, and Knowledge Agents that significantly improve the creation of knowledge articles.

This effort culminated in the successful launch of a comprehensive AI-assisted Knowledge Centered Service (KCS) Program in August 2025. The immediate and measurable impact included the creation of over 900 KCS articles, with more than 360 published within just four months. This enhancement enabled customers to access approved, reliable technical solutions through self-service.

Simultaneously, Customer Support engineered internal operational excellence through initiatives like the Global Support & Engineering Collaboration (SEC) Programme, a cross-functional support team designed to solve complex customer problems faster.

The team experienced a consistent increase in Customer Satisfaction (CSAT), rising from 90% in 2023 to 95% by the third quarter of 2025. Responsiveness metrics also improved significantly: the First Response Service Level Objective (SLO) went up from 85.6% to 89.4%, while the Follow-up Response SLO reached an impressive 98.1% in 2025. Rapid7 has transformed its support function into a distinctive competitive advantage and a benchmark for innovation within the cybersecurity sector.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The significance of Rapid7's Global Support achievement is rooted in our unique execution. The department successfully elevated service to world-class levels while managing an increasing case load [REDACTED FOR PUBLICATION].

Compared to the department's past performance:

• Customer Satisfaction (CSAT): Increased from 90% (2023) to an ambitious target of 95% ( 2025).
• Service Level Objectives (SLOs): improved from 92.4%(2023) to an industry-leading 95.9% (2025) This was engineered through a multi-pillar "Never Done" strategy: One of Rapid7's five core values. Our core values define who we are and why we do what we do; they're embedded in every Rapid7 project and are at the core of every customer interaction.
• AI Innovation: Strategic deployment of tools like Pro-active Sentiment Analysis (to detect customer dissatisfaction before escalation) and Answers Co-Pilot (providing cited, context-aware solutions to Technical Support Engineers) to accelerate resolution.
• KCS at Scale: The launch of the Knowledge Centered Service (KCS) Programme, assisted by generative AI, created over 900 knowledge articles in four months, driving critical case deflection and lowering the cost per case.
• Operational Overhaul: internal programmes such as SEC to ensure resources and expertise are optimised, ensuring complex problems are handled and addressed within the Support function.

By implementing strategic process improvements, refining performance management, and making data-driven decisions based on customer feedback, Rapid7 successfully enhanced service quality.

This transformation demonstrates Rapid7's commitment to excellence, innovation, and customer success, establishing a new standard in cybersecurity customer service.