Company: NetApp, Inc. Sunnyvale, CA
Company Description: NetApp is the data authority for hybrid cloud. We provide a full range of hybrid cloud data services that simplify management of applications and data across cloud and on-premises environments to accelerate digital transformation.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Award for Innovation in Customer Service - Computer Industries
 Nomination Title: NetApp Digital Support Experience – API innovation
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2020, 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.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 76 words used.
The NetApp Digital Support team is maniacally focused on users with the ambition to deliver a world-class user experience. We were elated that this focus helped the NetApp® Support Site (NSS) earn hindustry recognition including:
- Association of Support Professionals (ASP) support site wins 5 years in a row: 2018, 2019, 2020, 2021 and 2022. Notable: 2020 ASP Overall Best Support Site Award
- Stevie® Awards for multiple Customer Service categories and levels in 2019, 2020 and 2021
- 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):
Total 155 words used.
Performance – Results and Impact
Across Digital Support
- Contact ratio
- May 2021 - 35:1
- April 2022 - 70:1
- Cost per Answer
- Reduced cost per answer by 33%
From the quarterly customer and partner surveys, comparing Q4 to Q4 from last to this year:
- CSAT
- Increased from 90% to 97%
- CES
- Very easy – from 43% to 57% in one year
- Somewhat easy from 38% to 36% in one year
- Both categories (very easy + somewhat easy) – from 81% to 93%
- Site Quality
- Increased from 93% to 96%
Unique API results
- Up to a 377% increase in engagement and adoption of launched in-product APIs over a 3-month timeframe
Ultimately, the team is most proud of the rapid adoption and engagement in the early stages of the API program. Additionally, the team celebrates the broader digital support and shift-left strategy which has driven CSAT, CES and other metrics to exceptional, industry-leading results.
- Outline the nominated achievement since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 179 words used.
API Program The team launched an in-product support program leveraging APIs - a key element in the robust “shift-left” strategy - which drives customers and partners to engage in digital support enabled by our digital dominant model. The strategy is to enable our digital support capabilities both in our products and on demand in a customer’s script or custom interface. For in-product, the idea is to empower and enable support while a customer is engaged in the product instead of having to go to a separate digital experience such as the support site. Customers can access the digital support applications within the product directly. The in-product experience has launched for multiple products, and we currently see robust adoption. Enabled in-product APIs include:
- Case creation
- Entitlements and downloads
- Support Site Search
Future plans include an on-demand model where customers and partners of NetApp would be able to download support related APIs, such as for case management applications, directly from a digital catalog website. This helps a customer leverage the capabilities of digital support from their own scripts and custom applications.
- 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 4 words used.
https://mysupport.netapp.com/site/info/aboutsupport
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