Druva - Best Customer Feedback Strategy

Company: Druva, Sunnyvale, CA
Company Description: Druva delivers data protection and management for the cloud era. Druva Cloud Platform is built on AWS and offered as-a-Service; delivering globally accessible, infinitely scalable and completely autonomous enterprise data resiliency. Customers drive down costs by up to 50 percent by freeing themselves from the burden of unnecessary hardware, capacity planning, and software management.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Customer Feedback Strategy

Nomination Title: Druva's Customer First Strategy

The recognized industry leader in cloud data protection

Druva offers a SaaS platform for data protection across data centers, cloud applications, and endpoints. Securely backup and recover data with scale and simplicity of public cloud, and only pay for what you use, reducing your overall TCO. Enforce data governance and extract more intelligence with search and analytics to unlock the full value of your data.

Druva delivers data protection and management for the cloud era. Druva Cloud Platform is built on AWS and offered as-a-Service; delivering globally accessible, infinitely scalable, and completely autonomous enterprise data resiliency. Customers drive down costs by up to 50 percent by freeing themselves from the burden of unnecessary hardware, capacity planning, and software management. Druva is trusted worldwide by over 4,000 companies at forefront of embracing the cloud.

Outline the nominated achievement since July 1 2019 that you wish to bring to the judges' attention (up to 250 words):

Druva’s Customer Services team provides enterprise-class support to more than 4,500 global customers who trust Druva’s award-winning data protection solutions. Druva’s philosophy is that customer success is driven by customer across the account lifecycle, and that innovation within the Product, Support Portal experience, Services, Education, and Documentation is critical.

Druva believes in continuous investment in customer experience with resources, time, and tools.

To honor the customer’s trust in the products, Druva continuously invests in Customer Success innovations and automation. Druva’s Customer Success team provides enterprise-class, 24/7/365 support with the philosophy that customer success is driven by a holistic view of customer engagement across all functions in the company.

Customer feedback is the best metric of any customer success program; Druva metrics include:

-Net Promoter Score (NPS) 88
-Customer Satisfaction Survey (CSAT) 99%
-Gross dollar churn <1%
-Case deflection rate of 20%

Druva’s customer experience program for 2020 was driven by investments in six areas:
-In-product support experience and user engagements
-Swarm Support Model
-Re-designed enhanced Self Service Portals (Druva Docs &Support Portal) https: //docs.druva.com/ https: //support.druva.com/s/
-Customer Success Programs (Gainsight Operationalization)
-Integrated Druva Status Page https: //insyncstatus.druva.com/
-High Performing Teams

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):

Customer First Attitude & Delivering “WOW” experience in every interaction with our customers is part of Druva’s Culture. There has been a consistent focus to ensure we maintain this culture and all our process & systems are designed to ensure customer experience is enhanced.

We have implemented a strategic system for gathering and implementing customer feedback - A.C.A.F. Customer Feedback Loop.

Ask for customer feedback -Druva uses best-in-the-industry tool GetFeedback to capture customer feedback. Customer feedback is captured on every support issue resolution, professional services project closure, on-line services experience on our support portal, docs portal and learn portal.

Categorize and Acton the feedback - Built a sustainable system for analyzing customer service which is vital for determining customer happiness. If we don’t know where people are frustrated, we can’t improve our customer service. There are four main categories that the customer feedback is bucketed into - Product, Customer service, Sales, On-line experience. Post categorization of the customer feedback, the feedback is shared with the concerned teams at regular intervals.

Follow-up with customers who shared feedback -On closure of every support case, the survey is sent to customers requesting feedback, on marking Net Promoter Score (NPS) below ‘9’ a new support case is created in our Salesforce CRM assigned to Support Manager. Tech Support Manager(s) analyzes feedback and the support case, formulates a corrective action, and reaches out to the dissatisfied customer over email and phone with plan and to get more details.

https: //www.druva.com/about/press-releases/druva-recognized-for-the-fifth-consecutive-year-as-one-of-the-fastest-growing-companies-in-north-america-on-deloittes-2020-technology-fast-500/">Recognized for the Fifth Consecutive Year as One of the Fastest-Growing Companies in North America on Deloitte’s 2020 Technology Fast 500™

https: //www.druva.com/about/press-releases/druva-recognized-as-leading-solution-for-customer-experience-with-88-nps-score/">Leading Solution for Customer Experience with 88 NPS Score

https: //www.druva.com/about/press-releases/druva-named-a-2020-gartner-peer-insights-customers-choice-for-backup-and-recovery-solutions/">2020 Gartner Peer Insights Customers’ Choice for Backup and Recovery Solutions

https: //www.g2.com/best-software-companies/top-it-management">Best Software 2020 award voted by our customers

https: //www.druva.com/about/press-releases/druva-named-data-management-company-of-the-year-in-data-breakthrough-awards-program/">Data management company of the year

https: //www.druva.com/about/press-releases/druva-most-awarded-data-protection-vendor-at-2020-stevie-awards/">Cloud data protection provider to win 8 Stevie Awards