Commvault With Innovations in Mobile Access, Control and Automation

Commvault Systems, Inc. announced the Mobile Advantage App and the Automated Proactive Solution System (APSS) framework, bringing innovations in mobile access, control and automation to customers.

Mobile Advantage App
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These innovations coincide with the company receiving over a 98% customer satisfaction rating in its annual support and services survey review – continuing its excellence and support in the evolving data protection and information management market. The rating marks the sixth consecutive year that the firm has exceeded industry averages in performance and customer satisfaction, enabling customers to reduce risks, lower costs, and maximize the return on their software investment.

Automated Proactive Solution System screenshots

“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 organization’s success,” said Laura DuBois, VP, 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.“

Automated Proactive Solution System framework

Innovations signify next generation of company’s support
The company is bringing innovation to the Customer Support Experience with the launch of Mobile Advantage App and its APSS framework, which is an integrated proactive solutions delivery system. The APSS framework proactively monitors and detects failure points in firm’s solutions environments, then intelligently maps personalized solutions that address those issues. These free innovations in mobile access, control and automation represent the next generation of company’ support and are indicative of the company’s dedication to provide customers an integrated combination of people, processes and technologies to optimize operations, meet service levels, and realize the value of their data – regardless of time or location.

“Commvault has taken its excellen,ustomer 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 ake unnecessary support calls and allowing us to address potential issues faster than ever by ourselves.“

Available on all current Android and iPhone platforms, the Mobile Advantage app is designed to provide customers with continuous access to tools, services, and information that give them control of their company’s experience. Mobile Advantage is an integrated firm’s services portal.

Delivers customer support for six consecutive years
Based on the firm’s annual support and services survey review, the company scored over a 98% customer satisfaction rating, which surpassed the industry average of 86%. Also, the customer survey revealed more than 97% of customers were very satisfied. The firm also scored 99% in its ability to meet SLA goals with 78% of tickets resolved at first level, higher than the industry standard by 25%. Additionally, company’s customer service calls were answered in person within 19s, compared to the industry average of 21-30s. Firm’s support of more than 21 languages also 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, VP, WW 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.“

The company regularly surveys its customers to determine their satisfaction with the firm’ customer support and services and compares those results to published industry benchmarks. The results provide a ‘customer voice’ to influence and improve firm’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 and Salary Report by HDI, an IT service and technical support membership association. Commvault benchmarks its survey results each year against HDI industry averages.