Company: Fivetran, Oakland, CA
Nomination Submitted by: Aircover PR
Company Description: Fivetran is the global leader in modern data integration. Its mission is to make access to data as simple and reliable as electricity. Built for the cloud, Fivetran enables data teams to effortlessly centralize and transform data from hundreds of SaaS and on-prem data sources into high-performance cloud destinations. Fast-moving startups to the world’s largest companies use Fivetran.
Nomination Category: Customer Service & Call Center Awards Team Categories
Nomination Sub Category: Front-Line Customer Service Team of the Year - Technology Industries
 Nomination Title: Fivetran Maintains a 97% CSAT Score Through HVR Acquisition, Exponential Growth
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated team, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 200 words used.
Fivetran is a fully managed, automated data integration product delivering data to leading cloud data stores -- the same way a utility company delivers electricity -- by centralizing all of an organization’s data in one place. As a result, companies can focus on driving insights from data instead of configuring and centralizing it.
At the backbone of Fivetran’s product is the Global Customer Support (GCS) Team. Comprising highly technical and customer-obsessed support engineers, the GCS team ensures all customer experiences exceed industry standard customer satisfaction scores. The GCS team builds true partnerships with its customers, working as an extension of each organization’s team.
The data that flows through Fivetran is business-critical and must be available 24/7/365. Customers rely on this data to operate their business.
The breadth of Fivetran’s product means it must support 200+ data sources while managing more than 1.3M schema changes per month and managing the movement of more than 2000 TB of data monthly.
Fivetran acquired data company HVR last year. In 2022, they fully integrated the HVR support team and all operations with the Fivetran GCS team. Throughout this massive transition, they maintained a 97% CSAT score and reduced case handling time by 40%.
- Outline the team's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 247 words used.
The Fivetran GCS team was faced with significant challenges in 2022. After Fivetran acquired HVR, a real-time database replication leader, they had to undergo a massive transition to fully integrate the HVR support team, as well as all operations and processes, with Fivetran. The exponential growth of Fivetran’s customer base also posed a significant challenge for the GCS Team, going from 4,000 customers at the start of 2022 to approximately 7,000 at the end of 2022.
While the HVR transition was a massive undertaking spanning 4-5 months, the GCS team still needed to maintain a high level of support to all Fivetran and HVR customers. It was critical that the transition was as seamless as possible for all customers.
The transition process included migrating all of the historical HVR accounts, cases and support tickets to the Fivetran system. Customers were provided with a single sign-on (SSO) so they still had access to all historical data and the information was merged with the current system so it’s available all in one place. Not only did the GCS team ensure it was a seamless transition but they improved the level of service for HVR customers.
Overall, the team was highly successful at managing the HVR and Fivetran integration. They ensured 99.9% uptime for customers, maintained a 97% CSAT score and reduced case handling time for customers by 40%. The number of high impact cases and escalations also decreased from 2% to .04% during this same period.
- 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.
- 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 65 words used.
The outcomes our customer success teams have generated are a testament to the dedicated and passionate work of every team member. They demonstrate that our teams know their customers, markets and product, and know how to provide the best experience and resolutions in a business-critical environment. Fivetran’s customers love working with the support and success teams. Attached is a document of testimonials from our customers.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the team's past performance (up to 250 words):
Total 249 words used.
Fivetran & HVR integration
- Truly integrated Fivetran, a hyper-growth company with a specialization in modern SaaS tools with HVR, focused on on-prem and enterprise. The teams had very different areas of expertise. By bringing together two highly skilled teams in their respective areas, they developed a combined workforce that is ready to support upcoming Fivetran products for the enterprise.
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Fivetran successfully merged all operations, processes and customer support teams with HVR and remained hyper-focused on the customer experience. This was especially important for HVR’s customer base which includes many high profile enterprises. Throughout the transition, the GCS team ensured they were not only getting the same level of service, but actually increased the satisfaction point because of how it was successfully managed.
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The integration also allowed Fivetran to work with HVR’s highly skilled team to refine its support team software, and they were able to enhance it to help drive down case resolution time. They are now hiring more developers in its support team to continue building tools to specifically serve its customers better.
Key results through transition
- The GCS team finished the year with the CSAT score of 97%, while taking the customer base from 4,000 customers at the start of 2022 to approximately 7,000 at the end of 2022.
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The GCS team ensured 99.9% uptime for its customers, implementing a new, more stringent measurement process.
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Analyzing the Natural Language Processing models across all customer interactions, reports revealed 94% positive sentiment across all customer conversations.
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