Druva Customer Service Department of the Year
Company: Druva Inc., Sunnyvale, CA
Company Description: Druva's award-winning solutions offer a single dashboard for backup, availability and governance, dramatically reducing the effort to manage multiple systems, eliminating associated risks and significantly lowering TCO. Druva is trusted by over 3,000 global organizations with over 50 PB of data under management. Gartner Rates Druva Highest Overall 3 out of 3 Use Cases, 3rd Time in a Row.
Nomination Category: Customer Service Awards Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - Up to 100 Employees
Nomination Title: Druva
Tell the story about what this nominated department achieved since the beginning of July 2014 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:
More than 3,000 global customers trust Druva’s award-winning data protection solutions. To honor the customer’s trust in the products, Druva continuously invests in Customer Success innovations and automations. Druva’s Customer Success team provides enterprise-class, 24/7/365 support with the philosophy that customer success is driven by a holistic view of customer engagement across all functions in the company.
Customer feedback is the best metric of any customer success program; Druva metrics include:
Net Promoter Score (NPS) 66
Customer Satisfaction Survey (CSAT) 98%
Gross dollar churn <1%
Customer upsell 36% of new bookings in FY2015
11,400+ support cases resolved
Druva’s customer experience program success is driven by investments in five areas since July 2014:
Support and Customer Engagement Portals
High performing Team
Innovations in achieving Customer Success, has been Druva’s key focus in 2015:
-Launched a new Interactive Intelligence contact center, featuring world-class customer experience by routing multi-channel communication using phone, email, chat, and web for seamless experience.
-Implemented an innovative lab environment to reproduce issues experienced by customers, resulting in effortless customer experience. 30% of all cases are resolved within less than 24 hours.
-Launched an easy-to-use Support Portal using SalesForce Service Cloud and Community, with self-service documentation and forums for peer-to-peer conversations. Customers rate Support Portal at 4.52/5.
-Introduced All-Stars advocacy program, an invitation-only program leveraging the Influitive platform. Participating customers achieve recognition as a leader within user community, promote their success with Druva products, and increase their industry knowledge and professional social media presence.
SUPPORT AND CUSTOMER ENGAGEMENT
Key initiatives in Druva’s Customer Success:
Gamificaton of Knowledge Base for Support Engineers; to build a critical, public facing KB, which customers can use as part of self-services.
In-minute Service Level Agreement with all customers interactions; achieved 99.9% of the time.
Implementation of new support numbers with expanded global coverage; toll free numbers are available for U.S., Canada, Australia, Germany, India, Singapore, and U.K.
Over 5000 KB articles are published on Docs Portal to help customers avail self-services. Customers rate KB 4.52/5 for online documentation experience. Context-sensitive help from within the product is also available.
Community section in Support Portal for customers to exchange information and share experiences with peers. Any Community post not addressed within 4 hours is automatically converted to a support case.
Current system status as well as scheduled and planned maintenance is published on Support Portal.
Professional Services is an important aspect of Druva’s end-to-end customer success philosophy and spans the entire lifecycle of a customer from pre-sales discovery to the management of all implementation activities.
Globally distributed team available 24/7/365, ensuring customer success.
Offerings based on customer segment and requirements, providing customers the technical expertise required, ensuring the execution of Druva products in their environments is successful.
Implementation services delivered 50% faster implementation ROI to customers.
In 2015, Druva launched Druva University, an online and in-person training program to enable customers and partners to optimize use of Druva products.
Offerings include no-cost self-paced and instructor-led sessions, value-based public instructor-led sessions, and custom private classes.
130 customers trained each quarter.
Program metrics include 60 NPS, 87% CSAT, and 15% attach rate.
Launch of Techie Tuesdays, a monthly how-to series offered at no-cost to promote better use and adoption of the products. 82 customers attended the inaugural session, with 73 NPS, 84% CSAT, and 90% instructor rating.
HIGH PERFORMING TEAM
The services team at Druva is highly motivated and customer focused, and works as a community to ensure customer success is achieved within the competitive SLAs.
Druva hires over 50% of the team with internal references. The motivation to refer is driven by employee satisfaction and career growth of the employees:
Less than 5% attrition rate (Industry average is 30%)
Promoted 25% of the work force to enriching careers