Case Study: CommVault scales global support and improves response times with Microsoft Dynamics CRM

CommVault support services manages growth by switching to extensible CRM solution

Commvault Systems Inc., a large information management software company, faced challenges scaling its renowned global customer support services efficiently. Their previous Oracle RightNow solution was rigid, costly to customize, and inhibited collaboration with partners. To support its rapid growth, Commvault turned to Microsoft Corporation, implementing Microsoft Dynamics CRM to gain a more flexible and extensible platform.

By deploying Microsoft Dynamics CRM Online, Microsoft provided a solution that streamlined case management and introduced guided actions for support engineers. This resulted in faster response times, greater control over business processes without high consulting costs, and the ability to seamlessly support over 13,200 partners and customers on its portal. Microsoft's platform empowered Commvault to maintain its exceptional 95 percent customer satisfaction rating while efficiently managing its expansion.

Commvault

Robert Brower

Vice President of Global Customer Support