Nutanix has made support an integral part of its customer experience; it’s become a competitive advantage to foster customer loyalty and drive revenue. But as the company’s customer base has grown exponentially, so too did its support case volume. Nutanix needed to accommodate this rapid growth while maintaining its excellent customer service and best-in-class Net Promoter Score (NPS) score. To help tackle this challenge, it turned to SupportLogic.
By leveraging SupportLogic’s AI-based signal analysis, Nutanix was able to help reduce customer escalations, better prioritize cases, and drive operational efficiency. SupportLogic also gave Nutanix a scalable way to unlock valuable insights from support interactions and share those insights across teams to benefit the business.
Nutanix is a global leader in cloud software and a pioneer in hyperconverged infrastructure solutions, making clouds invisible, freeing customers to focus on their business outcomes. Organizations around the world use Nutanix software to leverage a single platform to manage any app at any location for their hybrid multi-cloud environments.
Superior customer support is one of Nutanix’s core tenants, as well as a competitive differentiator. The company has been recognized for its industry-leading NPS, which has averaged over 90 for the past seven years in a row. By delivering outstanding experiences to some 16,000 customers worldwide, Nutanix has consistently driven revenue and
fostered customer loyalty and success.
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Nutanix’s next steps with SupportLogic
Nutanix’s focus on customer experience is an ongoing investment. The company will continue using advanced technology like SupportLogic to drive more and more intelligence up the chain. Nutanix’s ultimate goal is to provide “invisible support,” wherein the support infrastructure is always on, is always available, and functions proactively instead of reactively. Potential product issues or blockers are headed off before they create any friction for the customer. This type of support allows Nutanix customers to delight in using the product and focus on running their businesses and reduces time troubleshooting.