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 Customer Satisfaction Strategy
 Nomination Title: Druva's Impactful Customer Satisfaction Strategy
- 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
- 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.
- 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.
Druva - I am data
- Outline the nominated achievement since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 245 words used.
Global Customer Services – Milestones Achieved in 2024
Druva’s Global Customer Services team delivers exceptional support to over 6000 customers worldwide who rely on Druva’s award-winning data protection solutions. Our core belief is that customer success is nurtured throughout the entire account lifecycle, emphasizing the importance of innovation across Products, Support Portals, Services, Education, and Documentation. We are committed to continuously enhancing the customer experience through dedicated resources and tools.
To honor our customers' trust in our products, we consistently invest in innovations and automation within Customer Success. Our team provides roundthe-clock support, grounded in a comprehensive approach to customer engagement across company functions. Central to our philosophy is a Customer-First Attitude and a commitment to delivering a WOW experience in every interaction, which is deeply embedded in Druva’s culture. We prioritize maintaining culture by ensuring all processes and systems are designed to enhance customer experience.
Our initiatives focus on elevating Customer Satisfaction by mapping critical stages of the customer journey and providing dedicated teams and self-service applications throughout the lifecycle.
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Net Promoter Score (NPS): 88
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Customer Satisfaction Survey (CSAT): 99%
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Gross Dollar Churn: <1%
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Case Deflection Rate: 20%
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Customer Upsell: +35% of new bookings
In 2024, Druva Customer Services made investments in the following areas:
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In-Product user engagements support experience
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Best-in-class Contact Center Platform - Seamless communication - Powered by cloud
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State-of-the-art Druva Self-Service Portals
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Customer Success Programs: A Systematic Approach
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Druva Cloud Status Notifications
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Professional Services Offerings
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Smart Engineers and High Performing Teams
- 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 128 words used.
NPS Score of 89 – Best-in class certified
Druva was recognized for its outstanding customer experience as we received an industry-leading certified NPS score of 89.. In addition, the company was awarded the NorthFace ScoreBoard Award by the Customer Relationship Management Institute (CRMI) for the sixth consecutive year, highlighting the company’s continued excellence in customer support.
To qualify for this prestigious award, CRMI conducted an independent review and verification of customer ratings for Druva following each support interaction. These evaluations revealed that Druva not only achieved an exceptional Net Promoter Score (NPS), but also met the criteria for CRMI’s award, which recognizes excellence in customer service and satisfaction.
Druva certified NPS score of 89 is the latest testament to the dedication and effectiveness of Druva’s customer support team.
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