Commvault, a global leader in enterprise backup, recovery, archive and the cloud, today announced the launch of Commvault Mobile Advantage App and the Automated Proactive Solution System (APSS) framework, bringing new innovations in mobile access, control and automation to customers. The new innovations coincide with the company receiving over a 98 percent customer satisfaction rating in its annual support and services survey review – continuing its excellence and support in the rapidly evolving data protection and information management market. The rating marks the sixth consecutive year that Commvault has exceeded industry averages in performance and customer satisfaction, enabling customers to reduce risks, lower costs, and maximise the return on their Commvault Software investment.
“While increasing threats of cyber-attacks, data breaches and ransomware continue to put enterprises on high alert, having a reliable world class customer support program in place in the event of a disaster can make all the difference to an organisation’s success,” said Laura DuBois, Vice President Enterprise Storage, Server and System Infrastructure Software Research, IDC. “Commvault’s customer performance and satisfaction rating compliments our own recent survey of Commvault customers which concluded high satisfactions levels in driving value from Commvault Solutions. This powerful mix of technology and support gives Commvault a competitive advantage and more importantly, gives customers the peace of mind knowing their data is safe and protected.”
New Innovations Signify Next Generation of Commvault Support
To extend Commvault’s industry leadership in customer performance and support, the company is bringing innovation to the Customer Support Experience with the launch of Commvault’s Mobile Advantage App and its APSS framework, which is an integrated proactive solutions delivery system. The framework proactively monitors and detects failure points in Commvault environments, then intelligently maps personalised solutions that address those issues. These free new innovations in mobile access, control and automation represent the next generation of Commvault Support and are indicative of the company’s dedication to provide customers an integrated combination of people, processes and technologies to optimise operations, meet stringent service levels, and realise the full value of their data — regardless of time or location.
“Commvault has taken its excellent customer support program to another level through its recent release of the Mobile Advantage App and Proactive support available through the APSS framework,” said Serge Bakharev, Senior Integration Specialist, Perfekt Pty Ltd, a wholly-owned Australian company serving the Australian IT market. “While we have always had great experiences with Commvault’s dedicated support staff, these new solutions give us the added ability to take action on any potential issues regardless of where we are, eliminating the need to make unnecessary support calls and allowing us to address potential issues faster than ever by ourselves.”
Available on all current Android and iPhone platforms, the new Commvault Mobile Advantage app is designed to provide customers with continuous access to powerful tools, services, and information that give them control of their Commvault experience. Mobile Advantage is an integrated Commvault services portal that is unique in the industry.
Commvault Delivers Industry Leading Customer Support for Six Consecutive Years
Based on Commvault’s annual support and services survey review, Commvault scored over a 98 percent customer satisfaction rating, which surpassed the industry average of 86 percent. Also, the Commvault customer survey revealed more than 97 percent of customers were “very satisfied.” The company also scored 99 percent in its ability to meet service level agreement (SLA) goals with 78% percent of tickets resolved at first level, higher than the industry standard by 25% percent. Additionally, Commvault customer service calls were answered in person within 19 seconds, compared to the industry average of 21-30 seconds. Commvault’s support of more than 21 languages also greatly surpasses industry averages.
“While we are proud of our six year streak of shattering industry averages with our world class Customer Support and services, Commvault has never been a company to rest on its laurels and previous successes,” said Eugene Trautwein, Vice President, Worldwide Customer Support, Commvault. “Our new innovations around customer access, control and automation are a testament to our unwavering commitment to push the envelope further and elevate our worldwide customer support to historic proportions.”
Commvault regularly surveys its customers to determine their satisfaction with Commvault customer support and services and compares those results to published industry benchmarks. The results provide a “customer voice” to influence and improve Commvault’s 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
Survey feedback is compared to the results from the 2016 HDI Support Center Practices & Salary Report by HDI, the world’s largest IT service and technical support membership association. Commvault benchmarks its survey results each year against HDI industry averages.