Unitrends - Customer Service Department of the Year

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Company: Unitrends, Burlington, MA
Company Description: Unitrends increases uptime and confidence in a world in which IT professionals must do more with less. Unitrends leverages high-availability hardware and software engineering, cloud economics, enterprise power with consumer-grade design, and customer-obsessed support to natively provide all-in-one enterprise backup and continuity. Learn more at www.unitrends.com or follow @Unitrends on Twitter.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year – Computer Software - 100 or More Employees

Nomination Title: Unitrends

Tell the story about what this nominated department 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:

Unitrends Customer Support Adds Proactive Ransomware Detection and Continues 98% Satisfaction

Unitrends, provider of backup and disaster recovery products and services, continues to be intently focused on customer service. One capability that sets us apart is our predictive analytics to alert our customers to potential problems before their critical business data is compromised or lost. In 2017, we continued to act as a front line of defense against downtime by expanding our proactive monitoring with a focus on IT resilience. This monitoring system acts as a gateway to observe, anticipate, and prevent the following events:

-Ransomware infection
-Data loss
-Downtime
-Recovery failure
-Hardware failure

In 2017, our new ransomware detection and supporting customer services has garnered positive feedback from customers and analysts alike. This capability uses machine learning to analyze data change rates and notify IT administrators when patterns suggest ransomware is encrypting files in the background. Automated alerts and outreach from our Customer Support team warn IT administrators of potential problems so corrective action can be taken ahead of an outage.

Quotes:

Customer: “We’ve had two separate ransomware incidents... It was trivial and quick for me to restore the data from the Unitrends backup.” http: //www.unitrends.com/wp-content/uploads/Education-Success-Stories.pdf

Customer: “We measure success by the peace of mind to mitigate ransomware attacks,” Malewicz said, “and know that all of our data backup has good integrity should an event occur.” http: //www.govtech.com/security/Michigan-Countys-Ransomware-Recovery-Plan-Minimizes-Impact-of-Network-Attacks.html

Analyst: Of all the backup vendors surveyed at VMworld 2017, “Unitrends had the most advanced ransomware solution, as it looks for behavior patterns within the backed up data.” W. Curtis Preston, Storage Switzerland https: //storageswiss.com/2017/09/20/backup-software-products-responding-to-ransomware/

Unitrends Customer Support Continues Focus on Key Metrics of Customer Delight

As part of our commitment to ruthless improvement in efficiency and satisfaction, our customer support and service department achieved these 5 key improvements in 2017:

-NPS: Net Promoter Score (NPS) of 73, more than double the tech vendor average of ~30 NPS.
-Support Portal: 76% increase in new knowledge articles published; and online case submission through the portal for fastest service increased by nearly 30%.
-FCR: Overall First Call Resolution (FCR) improved almost 50%.
-TTR: Overall Time to Resolution (TTR) improved 61%.
-Customer Satisfaction: Our Customer Satisfaction rate continues at 98%, with many customers reporting a 100% Delighted score in our follow-up surveys.

These improvements in our customer service are part of our commitment around-the-clock support, technical expertise, customer education:

24/7/365 Support: Since downtime can strike at any time, our Customer Support team is always available by phone, chat, and email—24 hours a day, 7 days a week, 365 days a year.

Technical Expertise: Our support team works closely with our engineering department and are knowledgeable in the complex range of IT systems used by our customers. Our customer service department is co-located with our R&D team in Columbia, S.C.

Customer Onboarding and Education: All of our customers receive onboarding training and education led by our Support team, and in 2017, hundreds customers and partners took advantage of our new Unitrends Certified System Administration course.

Conclusion

Our focus on excellent customer service and proactive support is part of our philosophy of being an all-in-one, “one-throat-to-choke” provider of backup appliances and cloud continuity for disaster recovery. Our success is evident in the voice of our customer, like these recent quotes:

“Your team held onto my ticket and watched / worked it all through the night… Now THAT is how you do customer service!!!!” Michael Yttri - Washington County - WI

“Proactive Hardware Support is AMAZING! And the engineers that fixed my problem were extremely friendly. This is why I keep adding Unitrends appliances to my environment. Keep up the great work!” Brett Williston - Rogers County Courthouse

“Always enjoy contacting Unitrends Support, it's not a hassle, it's prompt and very professional with expert technicians assisting.” Gary Lovely - Bailey Lauerman

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