Drobo Enhancing Customer Service Experience

Mize, Inc., a provider of connected customer experience platform, announced that Drobo, Inc. has selected to implement its platform and Smart Blox to enhance customer service by unifying registration, warranty entitlements, support, knowledge, returns, and DroboCare.

Drobo makes storage products for SMBs and individual professionals that provide a combination of data protection and management features, affordable capacity, and ease-of-use.

“Drobo is committed to improving customer support experience to fulfill our mission of providing simple and easy-to-use storage solutions to our customer,” said Mihir Shah, CEO, Drobo, “Implementing an unified customer service portal and solution is another important step towards delivering on our promise to deliver superior customer support to match our award winning and innovative products.“

Drobo has been using multiple systems for CRM at the call-center, registration, warranty entitlements, and Return Material Authorization (RMA). The current systems are not efficient resulting in higher costs.

“Drobo has decided to unify the customer support systems to enable us to deliver better service more cost effectively,” said John Apps, VP of operations, Drobo, “Mize platform and solution will enable us to streamline all customer support and service processes providing greater value at a lower cost.“

Drobo will utilize Mize connected customer experience platform, My Customer Portal and Smart Blox for registration, support, knowledge, returns, and service plans for an integrated customer support and service solution. Using the portal, customers can register products, view warranty entitlements, search all knowledge resources, and initiate support from a simple and easy-to-use customer self-service portal. The solution also enables Drobo’s worldwide customer service and technical support team to deliver a superior service experience.

“We are excited that Drobo has selected Mize as the solution partner to optimize their customer service experience,” Ashok Kartham, CEO, Mize, said. “Mize Connected Customer Experience platform and My Customer Portal enable companies to maximize their customer lifetime value by improving customer service, retention and revenue growth.“

The Mize customer support and service platform simplifies customer service interactions, enables better service delivery, and orchestrates connected customer experience. The SaaS subscription model allows customers to deploy the customer support and service solution faster and more cost effectively. The Smart Blox interconnect various customer service touchpoints during the customer lifecycle to improve customer experience and engagement.