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

Details about our Kaseya Cares program, providing COVID-19 relief and resources, are available here: https: //www.kaseya.com/kaseyacares/

Home page: http: //www.unitrends.com/"

Why Renew Unitrends Support Datasheet: http: //www.unitrends.com/docs/datasheets/support-renewal

Interactive Support Portal: https: //support.unitrends.com/UnitrendsBackup/s/

Before the onset of the pandemic, 2020 was already a busy year for the Unitrends Customer Service Department. Plans were underway to fully integrate the team with parent company Kaseya and to support the launch of Helix self-healing backup. Helix is an AI platform that ultimately decreases customers’ need to call Support, by preventing issues before they arise, but the team was first prepared to handle an increased call load, likely with the launch of any new technology. Then in March, work as we all know it changed when the pandemic became the most pressing global issue. As many workers shifted suddenly to remote work, calls to Unitrends increased while at the same time Unitrends’ own Customer Support team was changing to 100% remote staff. Despite these challenges, Unitrends Customer Support maintained its industry-leading Customer Satisfaction rating of 98% and increased the percentage of customers delighted with their service.

Key Achievements:
-Despite new world conditions, Unitrends maintained 98% Customer Satisfaction rate with 99% Service Level Agreement (SLA) attainment.
-Despite the shift to 100% remote staff and unprecedented disruptions in employees’ lives (such as health and safety challenges and decreased childcare availability), Unitrends continued to provide top notch 24/7/365 support to customers while also supporting its own employees with flexible schedules and other accommodations as the need arose.
-During these changes, Unitrends provided a fast average chat response of 13 seconds.
-Almost 70% of all cases submitted were resolved by Unitrends in the first 24 hours.

Briefly describe the nominated department: its history and past performance (up to 200 words):

In the highly competitive backup and recovery industry, Unitrends, a Kaseya company, continues to differentiate itself by providing superior customer support. The U.S.-based Unitrends team maintained a 98% satisfaction rate this year and had support staff available around-the-clock, 365 days a year, despite changing global conditions. In 2020, during the pandemic that created massive challenges for IT departments everywhere, Unitrends Customer Support rose to the occasion by handling more calls, increasing customer delight, and continuing to lead the backup and recovery service industry in responsiveness.

In April 2020, Unitrends also bolstered its commitment to customer service with the launch of its one-of-a-kind Helix technology. Helix is a self-healing SaaS remediation platform powered by AI that monitors and automatically fixes the most common issues facing IT administrators when managing backups. The new Helix technology, supported by Unitrends’ expert Customer Service Department, is all part of the company’s mission to make backup as effortless as possible.

Additionally, Unitrends customers received additional support and resources via Kaseya Cares, a COVID-19 emergency response program backed by a 10.5 million investment. Kaseya Cares delivers help with government relief programs, critical business guidance, and direct financial assistance to 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 department's past performance (up to 250 words):

The Unitrends Team, not just the Customer Support Department but the entire company including executives, are obsessed with customer happiness. Customer Delight is a key metric measured daily in reports available to the entire corporation and reviewed regularly by companywide leadership. After each Support case is closed, customers report their satisfaction level and the goal is that each customer is delighted with the service received. In 2020, despite the many changes spurred by the global pandemic, Unitrends’ customer delight increased from 89% to 90%, a significant increase measured by thousands of support cases.

Here are just a few recent quotes from delighted Unitrends customers:

“As ever excellent service. Quick to the point and concise. I often use your services as a yardstick to measure others against. Always top quality service.”

“Outstanding support tech. Not only fixing the issue but providing some great info and he clearly wanted to make sure I had not just a 'fix' but the means and information/education to fix the issue myself in the future. Really above and beyond effort here. This guy deserves some recognition.”

“Follow-up and determination is something that I've seen less and less of in the industry, especially in these times.Thank you for getting this squared away and making it a priority. You are a credit to your team.”