Company: Druva Inc., Santa Clara, CA
Company Description: Druva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Druva Data Security Cloud is a fully managed SaaS solution offering air-gapped and immutable data protection across cloud, on-premises, and edge environments.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Omnichannel in Customer Service - Computer Industries
 Nomination Title: Druva Delivers Next-Gen Customer Service
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2022, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 100 words used.
The Druva Story
The Industry's Leading SaaS-first Data Security Platform
Druva is the leading provider of data security solutions, empowering customers to secure and recover their data from all threats. The Druva Data Security Cloud is a fully managed SaaS solution offering air-gapped and immutable data protection across cloud, on-premises, and edge environments.
By centralizing data protection, Druva enhances traditional security measures and enables faster incident response, effective cyber remediation, and robust data governance. Trusted by over 6,000 customers, including 65 of the Fortune 500, Druva safeguards business data in an increasingly interconnected world.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 206 words used.
Druva has achieved significant milestones in the past year, emphasizing a customer-first approach and enhancing customer experiences through innovative strategies.
The company’s commitment to creating "WOW" moments is reflected in its focus on customer success, where cutting-edge technology and integrated solutions streamline the customer journey.
Notable advancements include the Salesforce Service Cloud Lightning Migration, which saved 300 engineer hours monthly by optimizing workflows and improving communication through rich-text emails.
Druva has also enhanced in-product user engagement with an AI-powered chatbot that resolves up to 50% of inquiries, alongside comprehensive documentation and real-time monitoring features. The transition to a cloud-based contact center has improved omni-channel communication, enabling contextually relevant responses.
Additionally, Druva introduced upgraded self-service portals that facilitate easy navigation through product documentation and provide on-demand training resources. With a 99.9% compliance rate for Service Level Agreements, the company has successfully deflected over 24% of customer cases through effective self-service initiatives.
Druva’s Customer Success programs ensure structured support throughout the customer lifecycle, focusing on achieving specific business outcomes and continuous health monitoring.
The company’s professional services offerings have resulted in a 50% faster implementation ROI for clients, showcasing its commitment to tailored service delivery.
Druva's dedicated team and strategic innovations drive exceptional customer satisfaction and loyalty.
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 3 words used.
More details attached.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 210 words used.
Druva's recent achievements are significant due to their innovative approach to enhancing customer experiences and operational efficiency.
The company has embraced a customer-first culture, focusing on creating "WOW" moments that reflect its commitment to exceptional service.
Key innovations include the Salesforce Service Cloud Lightning Migration, which has streamlined workflows for support engineers, saving 300 hours monthly and improving communication through rich-text emails and enhanced reporting tools.
The introduction of an AI-powered chatbot has further transformed customer support by resolving up to 50% of inquiries, allowing engineers to concentrate on complex issues. Additionally, Druva's cloud-based contact center has improved omni-channel communication, ensuring that customers receive contextually relevant responses across various platforms.
Druva's self-service portals have also been upgraded, providing users with intelligent search capabilities, on-demand training videos, and real-time service status updates.
These features empower customers to find solutions independently while maintaining high engagement levels.
Moreover, Druva's Customer Success programs systematically track the customer journey and focus on achieving specific business outcomes, fostering stronger relationships and mutual growth.
The company’s commitment to continuous improvement is exemplified by its 99.9% SLA compliance rate and a 50% faster implementation ROI for clients.
Druva’s strategic initiatives not only enhance customer satisfaction but also position the company as a leader in data security solutions.
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