Druva - Best Customer Satisfaction 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 Satisfaction Strategy

Nomination Title: Druva's Impactful Customer Satisfaction 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 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 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 customer’s trust in the products, Druva continuously invests in Customer Success innovations and automations.Druva’s CS team provides enterprise-class, 24/7/365 support with a holistic view of customer engagement across all functions in company.

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 processes & systems are designed to ensure customer experience is enhanced.

At Druva, we have implemented a strategic system to ensure elevated Customer Satisfaction and Success by mapping the critical customer journey stages with the dedicated teams, self-service applications assisting throughout the lifecycle.

Druva key customer satisfaction metrics include:
-Net Promoter Score (NPS) 88
-Customer Satisfaction Survey (CSAT) 99%
-Gross dollar churn <1%
-Case deflection rate of 20%
-Customer upsell +35% of new bookings

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):

Druva's Redefinedcustomer experience: Connecting in the time of change (COVID-19)

Customer Focus:
Druva’s foresighted investments in Cloud-based/SaaS applications over the past few years and effective, world-class support processes ensured our Customer Experience and Services systems could rapidly support an effective remote workforce in the times of change arising due to the COVID-19 crisis. Druva has been able to take immediate action to create capacity in our contact center to enable a consistent quality experience for our customers and care for our people in the face of the crisis.

-Improved speedand accuracy of the solutions provided to customers. 99% achievement of in-minute Service Level Agreement for all customerinteractions.
-Increased NPS (88)/CSAT(4.9)
-Improved resolution times
-Reduced customer effort
-Reduced customer escalations, backlogs
-Improved case deflection of 21%
-Regular, effective Customer Health checks
-Delivered 50% faster implementation ROI to customers.

Employee Focus
Adapting to trends and working to overcome challenges has been part of Druva’s DNA since its founding and it is no different now. Be it the employee assistance program, allowance for home office upgrades or extension of remote working, everything is being done with the employees in mind, and we have emerged stronger than before.
-Employee assistance program (EAP) to provide holistic mental wellness support for all employees, their dependents through professional counsellors.
-Revised Fitness Reimbursement Policy to encourage a healthy lifestyle for employees and immediate family members.
-Concierge Services have been extended to a door-step service while company maintains a remote working model.

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