Druva Inc. - Sunil Wadhwa
Company: Druva Inc., Sunnyvale, CA
Company Description: Druva is the global leader in Cloud Data Protection and Management, delivering the industry’s first data management-as-a-service solution that aggregates data from endpoints, servers and cloud applications and leverages the public cloud. Druva's award-winning solutions is trusted by over 4,000 global organizations, and protects over 40 PB of data.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Customer Service Leader of the Year
Nomination Title: Sunil Wadhwa - Druva's Fearless Leader
Tell the story about what this nominee achieved since the beginning of July 2016 (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:
The past year has represented another year of incredible growth for Druva. As the industry’s fastest growing data protection provider, Druva is trusted by over 4,000 global organizations, and protects over 40 PB of data. A customer-first attitude & delivering “WOW” in every interaction with our customers is a part of Druva’s culture. There has been a consistent focus to ensure we maintain this culture and all our processes and systems are designed to ensure customer experience is enhanced.
Innovations in Customer Success has been Druva’s key focus; implement the best technology and fully integrated solutions for a seamless customer experience. Our contact center systems are designed to ensure our customers are able to reach our Tech Support teams without any hurdles. Multiple channels such as chat, email, community, and phone are available for our customers to instantly reach out to our Tech Support Teams.
Sunil Wadhwa joined Druva as VP - Customer Success and Operations, he own’s customer support, professional services, customer education and operations functions at Druva.
Sunil started the transformation from simple support delivery into enterprise grade service delivery functions. The following were the key elements of Druva customer service success under his leadership:
-Migrated customer case management system to Salesforce Community and Service Cloud, bringing visibility of customer cases to sales organizations and providing unified account view in the company
-Redesigned Support portals promoting forums, self-services, federated search and case management
-Implemented Differentiated service delivery model and provided high-touch to large enterprises
-Implemented Cloud-based Omni-channel contact center for Phone, Email, Chat and Online support tickets. Providing in-a-minute response times for all media interactions.
-SLA tracking and visibility was established to ensure quality support experience for all customers
-Escalation management and common scoring system in cross functional teams for consistent prioritization and visibility
-Built Professional services practices and established revenue model for the company
-Started customer education function from scratch and driven faster deployments
-Established Rewards and Recognition programs for service teams including spot awards, quarterly awards, promotions, career growth paths and high retentions rates
Customer feedback is the best metric of any customer success program; Druva metrics include:
-Net Promoter Score (NPS) 77
-Customer Satisfaction Survey (CSAT) 98%
-Consistently exceeding 98% SLA Targets
-Gross dollar churn <1%
-Customer upsell 62% of new bookings in FY2017
-Case deflection rate 18%
-Stevie Gold Award wins in two consecutive years
In 2017, Druva Customer Services made investments in the following areas:
1) In-Product Support Experience
-The service experience touchpoints integrated into the Druva Cloud Platform are:
-Customers can search documentation on how-to configure and deploy the product. The search also assists customers in managing their specific configurations
-Real-time 24x7 Druva Cloud status and availability on the dashboard
-How-to videos for deployment assistance, new feature release, and best practices
-Product announcements and updates
-Direct access links for Support center
2) Druva Self-Learning Portals
-The Druva Support Portal is integrated with AI-powered search so that customers can easily and quickly find the most relevant solutions. Key initiatives include:
-Streamlined contact center implementation for enhanced customer and agent experience. Customers communicate via the channel of their choice, and agents manage the context-based communication through a single interface.
-200+ KnowledgeBase articles published by Support Engineers focusing on troubleshooting and FAQs as part of offering self-services to our customers.
-99.9% achievement of in-minute Service Level Agreement for all customers interactions .
3) Cloud Status Notifications
-Druva Status is a real-time, 24/7 health check of Druva services.
4) Professional services offerings
-A critical aspect of Druva’s end-to-end customer success philosophy, which spans the entire lifecycle from pre-sales discovery to management of all implementation activities
5) Customer Success programs
-Systemized approach to ensure customers have all resources and support necessary to be successful at every stage of the customer lifecycle.
6) Smart Agents and High Performing Teams
-Beyond tools and philosophy, the Druva team is the most critical component to the overall success.