CommVault has announced its continued industry leadership in technical support and services with a 97% customer satisfaction rating based on the results of the company’s 2014 support services survey.
The rating marks the fourth consecutive year that CommVault has significantly exceeded industry averages in performance and customer satisfaction, enabling customers to lower costs, reduce risks and improve information access.
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, security, remote access and more.
Notable findings of the CommVault support and services survey include:
* CommVault found that 91% of participating customers are very satisfied; nearly twice industry averages.
* CommVault meets 97% of its time to respond and 92% time to close of service level agreements and goals compared to an industry average of just 43% who are meeting their Service Level Agreement (SLA) and target goals.
* CommVault supports more than 21 languages, greatly surpassing industry averages.
* CommVault resolves 70% of service related issues by level 1 support, surpassing the industry average of 58%.
* CommVault received a 97% customer support and services satisfaction rating, which beats the average customer rating of 94%.
“CommVault simply has the best phone support we’ve ever experienced,” says Kevin Kalin, backup administrator for Warnaco. “Not only was the problem quickly addressed and fixed, and to our complete satisfaction, the technician even stayed on the support call until we knew all jobs were again running properly.”
“We are proud to be leading all enterprise IT vendors for delivering world class customer support and services that accelerate the achievement of their goals and modernise their data and information environment,” says Robert Brower, vice-president, worldwide Customer Support and Customer Education Services, CommVault. “With CommVault’s Simpana software as our foundation for success, we are confident we can continue delivering holistic, data management support and services that solve complex data growth issues and align with our customers business and IT needs.”
Comparisons to industry averages are taken against the results from the 2013 HDI Support Centre Practices and Salary Report by HDI, the world’s largest IT service and technical support membership association. CommVault has conducted this study each year and continually leverages HDI industry results for benchmarking purposes.
CommVault’s ongoing leadership of customer satisfaction leadership in technical support is indicative of its commitment to delivering world-class services that enable global customers to lower data management costs, mitigate business and compliance risks and improve access to information. Based on customer demand and feedback, CommVault has introduced or expanded a host of services, including:
* Chat and solution engine support functionality – expands CommVault’s support channels to provide clients another efficient way to communicate service related issues to support staff and further enable customer confidence in self-resolution of questions and technical issues.
* Customer education and support forums – with over 14 000 registered users, worldwide these commvault forums are a vital community of data management experts, ready to solve urgent issues or provide practical advice based on real-world experience.
* Enterprise support portal – delivers intensive monitoring tools and a global support portal for clients to gain a clear picture of real-time status information and trending about their Commvault Simpana operations.
* Private cloud services design – pragmatic counsel from seasoned experts to deliver a transformative services catalogue for data management, a prioritised services pipeline, and defined integration points, roles, and organisational structure.
* Simpana software personalisation – seasoned Simpana software experts deliver custom tailored reporting, workflow solutions, and application integration within Simpana environments.
* Operational efficiency assessment – empowers customers to close crucial data management gaps, drive needed improvements, and tightly align operations to business and technical needs. it is designed to help even the most strategically disciplined it organisations maintain alignment between their data management capabilities and their business goals.
