Druva - Best Return on Customer Service Investment

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 Return on Customer Service Investment

Nomination Title: Druva Delivers Next-Gen Customer Service

We have implementedstrategic system to ensure Customer Satisfaction and Success by mapping the critical customer journey stages with dedicated teams, self-service applications assisting throughout the lifecycle.

Key customer satisfaction metrics include:
Net Promoter Score 88
Customer Satisfaction Survey99%
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 below areas:

In-product support experience and user engagements-In-app support app provides case management, analytics, personalized guidance, contextual help, announcements, tailored user onboarding directly from Druva console.

Swarm Support Model-Significant gains driving results that are employee-facing and customer-facing,ensuring customer interactions are routed to best support rep based on issue type and engineer skills with SME supportavailable throughout the shifts leading to reduced customer effort, faster resolution times.

Re-designed enhanced Self Service Portals(https: //docs.druva.com/ Druva Docs&https: //support.druva.com/s/ Support Portal)-Intelligent, federated AI-powered search across product-documentation. Easy access totraining videos, announcements & alerts. High viibility to support cases created by customer organisation.

Customer Success Programs(Gainsight Operationalization)-Systemized approach to ensure customers have resources and support necessary to be successful at every stage of the customer lifecycle.

Product Telemetry-Actionable Insights, Next Best Action, Elevate Organization Performance

Integrated https: //insyncstatus.druva.com/ Druva Status Page-Druva Status is real-time, 24/7 health check of Druva services.

High Performing Teams- Druva team is most critical component to overall support and success of our customers. Team’s strength derives from focus on hiring, internal growth, rewards, recognitions, and regular training.

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

The past year has represented another year of incredible growth for Druva. As the industry’s fastest growing data protection provider, Druva is trusted by over 4,500 global organizations, and protects over 100 PB of data.

Innovations in Customer Success has been Druva’s key focus over the past few years;implement the best technology and fully integrated solutions for a seamless customer experience. Ourcontact centersystems are designed to ensure our customers can reach our Tech Support teams without any hurdles.

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.

Customer First Attitude, delivering “WOW” experience in every customer-interaction is part of Druva’s Culture.

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 strategy: 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 customer interactions.
-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 to provide holistic mental wellness support for all employees, their dependents through professional counselors.

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 the company maintains a remote working model.

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