Global Customer Support and Solutions Team Excels To Help Customers Weather Pandemic
SEATTLE--(BUSINESS WIRE)--#customersupport--Adaptiva, a leading, global provider of endpoint management and security solutions for enterprise customers, today announced that its award-winning global customer support and solutions team has now achieved 100% customer satisfaction ratings every month for the past two years. The feat is even more impressive considering the number of new products and advancements Adaptiva introduced during this period, including OneSite Cloud, OneSite Intune Edition, Endpoint Health and Evolve VM, as well as the extra assistance enterprises needed as they moved to remote work environments amid the COVID-19 pandemic.
“Dan Richings, our VP of solutions and support, and his team have done an exceptional job delivering the best service in the industry,” said Deepak Kumar, founder and CEO of Adaptiva. “The demanding nature of our customer base, which includes some of the largest and most respected enterprises in the world, coupled with the rate of Adaptiva’s product innovation put a lot of pressure on the team to respond in a timely and knowledgeable manner. Tack on the fact that we are in the midst of a global pandemic, when customers need a tremendous amount of support, and the accomplishment is all the more noteworthy.”
Within the past year alone, Adaptiva’s global customer support and solutions team faced a 33% increase in the number of support tickets generated — and it addressed those tickets without adding staff. The team, composed entirely of solutions architects, also lowered its median response time from 30 minutes to just 18 minutes. Upon completion of those tickets, 717 customers took the opportunity to give Adaptiva a perfect rating, with nearly 350 submitting additional comments about the stellar service they received.
“Adaptiva’s support team is the best I’ve ever worked with, bar none,” said Richings. “Each team member is remarkably knowledgeable, incredibly responsive, and fully committed to providing first-rate customer service.”
Because of the pivotal role the global customer support and solutions team plays in Adaptiva’s overall success, the company has been able to capture multiple Stevie Awards, American Business Awards, IT World Awards, as well as a Cyber Defense Global Award, a Golden Bridge Business and Innovation Award, and a BIG Innovation Award. Adaptiva was also named a Hot Company in Endpoint Security by Cyber Defense Magazine. Most recently, Adaptiva won Gold in the 7th Annual 2020 Customer Sales and Service World Awards.
To learn more about Adaptiva and experience why customers are so satisfied with its products and support, please visit https://adaptiva.com/.
Adaptiva is a leading, global provider of endpoint management and security solutions. The company’s products, including OneSite Cloud, Endpoint Health and Evolve VM, empower enterprises to manage and secure endpoints at unparalleled speed and massive scale using the power of peer-to-peer technology. Leading global Fortune 1000 organizations, including T-Mobile, Nokia, HSBC, Walgreens, the U.S. Department of Defense, and the U.S. Department of Homeland Security, use Adaptiva products to eliminate the need for a vast IT infrastructure and automate countless endpoint management and security tasks. Learn more at https://adaptiva.com/, and follow the company at LinkedIn, Facebook and Twitter.
OneSite and Evolve VM are trademarks of Adaptive Protocols, Inc. All other brand names and product names are trademarks or registered trademarks of their respective companies.
Tags: Adaptiva, endpoint security, endpoint management, peer-to-peer technology, customer support, customer satisfaction, help desk, solutions architect, digital transformation, cloud, security