Case Study: CommVault achieves scalable global support and faster response with Microsoft Dynamics 365

CommVault support services manages growth by switching to extensible CRM solution

CommVault, a fast-growing information-management software company serving about 18,000 customers and achieving 25–30% revenue growth, needed a scalable, global support solution to maintain its 95% customer-satisfaction rating. Its legacy Oracle RightNow system limited partner visibility, hindered global collaboration, and made customizations costly, constraining the company’s ability to expand and innovate its support offerings.

CommVault replaced RightNow with Microsoft Dynamics CRM Online, deploying guided actions, custom activities, and customer/partner portals that about 13,200 users access; support engineers now handle roughly 550 open cases per day. The new platform improved response times and performance, enabled rapid process changes without expensive consulting, supported staffing forecasts for product launches, and delivered more flexible, customer-focused interactions—helping CommVault scale support efficiently while preserving high satisfaction.

Commvault

Robert Tafeen

Accounting Manager