Druva has always strived for world-class customer service and satisfaction, and 2017 was no different. Because of this commitment, Druva was presented with our third Stevie award in a row for Excellence in Customer Service and Support. I want to sincerely thank our phenomenal customers for the ratings we receive on service metrics, which resulted in Druva receiving seven customer service awards this year alone. And we are continuing to challenge ourselves to do better than ever before.
Druva’s performance and attention to customer success garnered the following recognition at the 12th annual Stevie Awards gala presentation this month:
Customer feedback is essential in measuring excellence, innovation, and customer advocacy in any customer program. This year, Druva’s key metrics were recognized in the following:
Customer Service Achievements in 2017
Over 4,000 global customers trust Druva’s award-winning data protection solutions. Druva continuously invests in customer service innovations and automations. Druva’s Customer Services team provides enterprise-class, 24/7/365 support with the philosophy that customer experience is driven by a holistic view of customer engagement across all functions in the company.
In 2017, Druva Customer Services made investments in following areas:
Below are two examples of Druva’s investments: In-product support experience and self-learning portals.
Druva’s launch of the Druva Cloud Platform Console provides a unified interface from anywhere. You can protect and manage the entire data footprint of your organization on servers, endpoints, and cloud applications such as Office 365. In addition, you can subscribe to new services, review service utilization, check the cloud status, and access support and learning resources from the new console. To learn more about how Druva integrates customer service with our products, visit our cloud platform page.
The Druva service-experience touchpoints are as follows:
For example, let’s say you want to modify the backup policy of a virtual machine. If you type Virtual Machine in the command palette, it will let you select the virtual machine service and give you access to documentation about virtual machines. You can access the virtual machine console to modify settings of a virtual machine registered for backup.
Druva empowers customers to solve issues on their own. Our support portal is integrated with AI-powered search (Coveo) so that customers can easily and quickly find the most relevant solutions. Key elements:
Druva’s key support achievements in 2017 included the following:
Customer Success Resources
To help you benefit from the knowledge of our experienced team, we have put together the following resources: