Commvault,
a global leader in enterprise data protection and information
management, today announced a 98 percent customer satisfaction rate in
the Company's fifth annual Support and Services Survey – re-affirming
its excellence and commitment to helping customers maximize the return
on their Commvault software investment and turn data from a complex
management burden to a powerful strategic asset. A major factor
contributing to the high rating is its low staff turnover, which is 200
percent better than the market average.
Commvault support is built on the
principle of continued innovation and this year's report reflects that
core value by focusing on the role employee tenure played in customer
satisfaction. Commvault determined that a huge success factor in
delivering the service and technological support customers need is
directly related to trained and experienced engineers that not only know
how to solve difficult technical problems, but also maintain a high
level of customer service. In addition to Commvault's attrition rate
being 200 percent better than the market average, the company's long
tenure of its Tier 2 Support Engineers ranks in the industry's 86th
percentile.
Notable accomplishments from the Commvault Support and Services team include:
- Based on satisfaction surveys returned by its customers, Commvault
received a 98 percent customer support satisfaction rating, which
surpasses the average customer rating of 81 percent1.
- Commvault scored 98 percent in its ability to meet service level agreement (SLA) goals.
- Commvault's suite of online self-service support tools places it in
the top 96th percentile of support organization that make self-service
tools available to end users.
- 63 percent of tickets are resolved at Tier 1 Level, higher than the industry standard by 14 percent.
- Nearly 100 percent of Commvault customer service calls were answered
in person in less than 30 seconds, with the average time to answer
being 14 seconds.
- Commvault supports more than 21 languages, greatly surpassing industry averages.
"I've worked with Commvault and
the support team for over 17 years and have received above and beyond
the support I receive from other technology vendors," said Robert Shapelow, Senior Systems Administrator, Temple University
Health System, Inc. "One of Commvault's superior support engineers
identified and helped solve a major incident we encountered, which
required collaboration with other vendors, and which Commvault managed
quickly and efficiently. This type of support is what sets Commvault
apart from the pack."
Commvault surveys its customers to
determine how they rate Commvault customer support and services that
contribute to client satisfaction or dissatisfaction and compares those
results to published industry benchmarks. The results provide a guide to
help Commvault as it continually improves support services, and
provides a "customer voice" to influence IT support and services
priorities and initiatives. The survey spans a range of help desk
topics, including time to respond versus time to close, languages
supported, remote access, and more.
"As an employee running IT for a
public sector organization, it's important for me to have someone on the
other line that truly cares about our success, is always available, and
takes data protection very seriously," said Robert Mueller, Senior Network Systems Administrator for the County of Los Angeles. "Commvault support encompasses all those qualities and surpasses anything I have ever received anywhere."
Commvault's ongoing technical
support and services leadership is indicative of its tightly integrated
combination of people, processes and technologies. As a result,
customers trust Commvault to optimize operations, meet stringent service
levels, achieve professional success and realize the full value of
their data — regardless of time or location.
"The results of our fifth annual
Support and Services survey validates the work we're doing to provide
our customers with superior solutions paired with total commitment to
deliver an unrivalled customer experience to best aid their data
management needs," said Eugene Trautwein,
Vice President, Customer Support, Commvault. "Further, we believe our
position as a Leader in Gartner's 2015 Magic Quadrant for Enterprise
Backup Software and Integrated Appliances supports the results, as this
leading research firm credited our customer support and satisfaction
feedback as favorable in larger environments."
Comparisons to industry averages are measured against the results from the 2014 HDI Support Center Practices & Salary Report by HDI,
the world's largest IT service and technical support membership
association. Commvault has conducted its Support and Services study each
year and continually leverages HDI industry results for benchmarking
purposes.
The Support and Services survey
results follow Commvault's recent unveiling of its next generation
integrated solution portfolio, including software products, the
Commvault Data Platform and services, which help customers address the
increasing challenges of managing data and information in highly
changing, fast-paced global business environments. Through its Commvault Data Platform,
Commvault is able to provide true technology-driven proactive support,
offering customers a heightened support experience and increased returns
from their Commvault technology investments.