For the second year in a row, Druva is honored to receive recognition from the Stevie® Awards for excellence in customer service and support. I want to sincerely thank all of our phenomenal customers for the high ratings we received on service metrics, resulting in five awards in customer service categories. Druva has been on a long journey to get where we are today, and the core of our success comes from always looking through the eyes of the customers.
Our impeccable execution and laser focus on customer success enabled us to achieve the following recognition:
Of course, customer feedback is the best measurement of any customer success program. This year, Druva’s key metrics included the following:
Druva’s customer-experience initiative is driven by investment in these six areas
1. Best use of technology in customer service
Innovations in customer success have been Druva’s key focus. To accomplish that goal, we have implemented the best technology and fully integrated solutions for a seamless customer experience. The key elements of Druva’s customer service experience are:
2. Support and customer engagement
To support our rapidly growing customer base, we have built a team of A-players and equipped them with best-in-class technology solutions to support to our 4000+ customers.Key initiatives for our support team include:
3. Professional services
A critical aspect of Druva’s end-to-end customer-success philosophy is the extent of our professional services engagement. This commitment spans the entire customer lifecycle, from pre-sales discovery to management of all implementation activities. These services include the following:
4. Druva University
We offer extensive training programs via an easy-to-use online learning portal for customers and partners. The portal offers:
5. Customer success
To ensure success, Druva has implemented a coordinated approach that empowers customers with all of the resources and support necessary at each stage of their journey with us. Key initiatives include:
6. High-performing team
Beyond tools and philosophy, the Druva team is the most critical component to the overall support and success of our customers. The team’s strength derives from a focus on hiring, internal growth, rewards and recognitions, and regular trainings.
Druva’s services team is passionate about our customers. Our engineers take it as a personal mission to help customers succeed, and they will not rest until a customer’s issue is resolved.
We have devoted significant time and resources to making sure that Druva offers not only the best product, but also the best overall experience for our customers, and we will continue to push forward. We are extremely grateful for our customers and the recognition from the Stevie Awards—both of which prove that our efforts are worthwhile and well received.
Customer Success Resources
To help you benefit from the knowledge of our experienced team, we have put together the following: