Case Study: Druva achieves high-quality global customer support with Sharpen

Druva - Customer Case Study

Druva, a cloud data management and protection provider, needed to improve poor international call quality and replace a contact center platform that was approaching end-of-life. The company also wanted tighter integration with Salesforce and better visibility into contact center issues so agents could work more efficiently and deliver a better customer experience. Sharpen was brought in to address these challenges with its cloud-native contact center platform.

Sharpen implemented a solution with high-definition call quality, deep Salesforce integration, and real-time reporting and transparency. Druva now routes interactions more intelligently, works from a single interface with synced customer data, and benefits from faster feature updates in the cloud. As a result, call quality reached a consistent MOS of 4.4, operational issues decreased, and Druva won multiple Stevie Awards for Best Use of Technology in Customer Service in 2017 and 2018.

Druva

John Stern

Director of IT