Company: Druva Inc., Santa Clara, CA
Company Description: Druva is the industry's leading SaaS platform for data resiliency, and the only vendor to ensure data protection across the most common data risks backed by a $10 million guarantee. Druva's innovative approach to backup and recovery has transformed how data is secured, protected and utilized by thousands of enterprises. The Druva Data Resiliency Cloud eliminates the need for costly software
Nomination Category: COVID-19 Response Categories
Nomination Sub Category: Most Valuable Response by a Customer Service Team
 Nomination Title: Druva's Responsive Customer Service in times of Change
- 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
- 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.
Druva’s Global 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 customers 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:
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Net Promoter Score (NPS) 88
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Customer Satisfaction Survey (CSAT) 99%
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Gross dollar churn <1%
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Case deflection rate of 20%
- Briefly describe the nominated team: its history and past performance (up to 200 words):
Total 137 words used.
The past year has represented another year of incredible growth for Druva. We maintained our focus on delivering “WOW” in every interaction with our customers and on customer-first attitude, which is a part of Druva’s culture. There has been a consistent focus to ensure we maintain this culture and all our processes and systems are designed to ensure customer experience is enhanced and responsive in the times of change.
Innovations in Customer Success has been Druva’s key focus; implement the best technology and fully integrated solutions for a seamless customer experience. Our contact center systems are designed to ensure our customers can reach our Tech Support teams without any hurdles. Multiple channels such as live and in-product chat, email, community, web, and phone are available for our customers to instantly reach out to our Tech Support Teams.
- Outline the team's achievements since July 1, 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 139 words used.
Druva’s foresighted investments in Cloud-based SaaS applications and effective support processes ensured our Customer Experience and Services systems could rapidly support an effective remote workforce in the times of change arising due to COVID-19 crisis. Druva has been able to take immediate action to create capacity in our contact center to enable consistent quality experience for our customers and care for our people in the face of the crisis.
Druva’s customer experience program for CY 2022 was driven by investments in multiple areas:
1. In-product support experience and user engagements
2. Swarm Support Model
3. Re-designed enhanced Self Service Portals (Druva Docs, Support Portal, Druva Academy)
4. Customer Success Programs (Gainsight CS and Gainsight PX)
5. Best-in-class cloud-based Contact Center Platform (Talkdesk)
6. Integrated Druva Status Page (Status.io)
7. High Performing Teams
8. Automated Internal Support Escalation Process
- 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 175 words used.
Druva’s foresighted investments in Cloud-based SaaS applications and effective support processes ensured our Customer Experience and Services systems could rapidly support an effective remote workforce in the times of change arising due to COVID-19 crisis. Druva has been able to take immediate action to create capacity in our contact center to enable consistent quality experience for our customers and care for our people in the face of the crisis.
- 10% drop QoQ drop in how-to and config support cases leading to efficiencies in Support Team, Faster Time to Value.
- Improved speed (99% SLO achieved) and accuracy of the solutions provided to customers.
- Improved resolution times
- Increased NPS (88)/CSAT (4.9)
- Knowledge transfer and retention
- Reduced customer effort
- Reduced customer escalations and backlogs
- Intelligent search across product documentation, knowledgebase, and forums (Case Deflection of 20%)
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Integrated Cloud Status
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On-demand training videos
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Product updates announcements and alerts
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Access to key Druva contacts
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Featured resources and discussion forums.
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200+ Knowledgebase articles published by Support Engineers focusing on troubleshooting and FAQs as part of offering self-services to our customers.
- 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 3 words used.
Supporting documents attached.
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