Unitrends - Customer Service Department of the Year
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 Hardware
Nomination Title: Unitrends
Which will you submit for your nomination in this category, a video of up to five (5) minutes in length, explaining the achievement since July 1, 2018 of the nominated customer service organization, OR a written essay of up to 650 words describing the same? (Choose one): An essay/case study of up to 650 words
Unitrends Hardware Customer Support Delivers New Automation and Customer-Centric Portals
Unitrends, a Kaseya company and provider of all-in-one backup and disaster recovery appliances, continues to demonstrate our commitment to delighting customers 24 hours a day, 365 days of the year. This year, Unitrends introduced new customer services to support the new Recovery Series MAX Series backup hardware with self-healing drives and instant recovery on the appliance. For our Managed Service Provider (MSP) customers, Unitrends this year also introduced a Customer Service portal designed to deliver highly efficient service and support for MSPs.
New Customer Services Supported by Recovery Series MAX Hardware
A lack of proper disaster recovery measures can inflict real harm on a business. According to Gartner, the average cost of system down time comes to $5,600 per minute — and nearly $300,000 per hour. Unitrends’ newly launched Recovery Series MAX appliances, combined with Unitrends Customer Support hardware department, combat these dangerous consequences by keeping customer businesses running smoothly with:
Instant recovery
Unitrends Recovery Series MAX technologymaintains stand-by replicas of critical virtual machines enabling near zero downtime. Additionally, Unitrends Instant Recoveryfeature allows recovery of a failed or corrupted virtual machine, or physical Windows server, and access to its full data set within minutes. Plus, Unitrends Customer Support is available 24/7/365 to help.
Self-healing
Self-healing drives in Recovery Series MAX appliances offer more service and intelligence than ever, correcting problems before the customer’s business is affected. Unitrends continuously monitors backup hard drives for signs of mechanical failure and self-heals the drives without disruption. If necessary, a support ticket is automatically opened for immediate drive replacement. Unitrends Customer Support then notifies the customer that a new drive is en route and provides replacement steps. The Unitrends hardware automatically rebuilds the replacement drive into the array without manual intervention, eliminating common sources of human error.
New Customer Services Supported by the MSP Portal
Unitrends also launched new support and services for the MSP market space this year, enabling one of the fastest growing industries with business continuity and protection. The Unitrends MSP portal offers a simple, straight-forward management platform to MSPs to help those businesses manage and empower their own customers and users of Unitrends technology.
Customer Metrics and Feedback
In launching the Recovery Series MAX backup appliances and MSP portal, Unitrends has pleased its customers and successfully supported them as they implement the devices and services. The data demonstrates speed, efficacy and satisfaction that sets the provider apart from its competitors. Notable metrics include:
-Net Promoter Score (NPS) of 76
-60% Improvement in Average Speed of Answer (ASA) by phone: - reducing our answer time from 42 seconds to only 36 seconds.
-17% Improvement in Average Speed of Answer (ASA) by chat: reducing chat response from 16 seconds to 10 seconds.
-99% Response SLA attainment with 98% of chat requested responded to within 30 seconds
-98% Customer Satisfaction: with 88% of all customers reporting the highest possible level of overall satisfaction.
In addition to strong proof points through statistics above, the qualitative customer data validates that they are not only pleased with the level of service but are willing to advocate for it as an industry leader.
“Unitrends Support has been excellent, better than any support I've had from any other backup vendor over the last 15 years.”
“The Live Chat is a very big plus. Instead of the usual phone where you are put on hold or other Chat services where you get scripted replies by agents, Unitrends support personnel have product knowledge and can answer specific questions not in the script.”
“Answered the call within a minute of calling and worked on issue immediately. Did a great job and solved 2 issues in under 20 minutes.”