Creating the Ideal Customer Experience | Nasuni
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Creating the Ideal Customer Experience

There are so many reasons companies switch from traditional to cloud-integrated storage. Automatic protection, distributed access and cost savings are a few of the main drivers. But enterprises are also looking for simplicity. IS and IT professionals are tired of managing complex storage systems and overseeing migrations to new hardware. They’d prefer to focus on higher-value projects and not worry about file storage at all.

At Nasuni, we designed our system to be simple to use and easy to manage, but we also realize that creating the ideal customer experience depends on more than just the technology itself. That’s why we’ve focused on customer support from the outset, staffing our team with highly technical engineers who truly enjoy providing exceptional customer service. Every new client is assigned a dedicated Customer Success Manager who guides them through the implementation and production launch. This gives our clients a consistent, reliable point of contact within Nasuni. But that close relationship also gives us a much richer understanding of the client environment. This knowledge is critical, as every business has its own particular priorities, whether they relate to varying capacity and performance needs at different locations, industry-specific file types or distributed teams that need to access the same volume.

Once Nasuni is in production, the support continues 24/7, 365 days a year. In fact, our Customer Support Team routinely receives 95% customer satisfaction ratings. Part of the reason is that we don’t wait for our clients to come to us with a potential problem. Much of our support is done proactively through alerts embedded within our system. Every Nasuni Filer is in regular contact with the Nasuni Operations Center, delivering information about the local environment, performance, and any potential problems. Some are simple fixes that we address without even bothering our clients. Others are more significant and may require ongoing dialogue between our support engineers and the client. Either way, we don’t wait.

We talk about our customers as clients because we see ourselves as partners. Our goal is to help drive each client’s success by transforming file storage from a headache into a true enterprise asset, and to do this without taking up too much of their valuable time – and we’re succeeding. In addition to giving us those 95% satisfaction ratings, our clients consistently cite the direct access to knowledgeable engineers, the fast response time and the idea that Nasuni is more like an extension of their company than an independent vendor. But don’t listen to us. Take two minutes to watch this brief video, in which several of our current clients detail their experiences with Nasuni Customer Support.

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1 Response
  1. Michael Viselli

    This article completely sums up while we’re such fans of Nasuni. Their customer support is huge. The CSM was critical is helping us implement Nasuni and also helped us clean up our domain infrastructure as a bonus. Whenever I’ve mentioned Nasuni, I can’t help but compliment their support in addition to their technology.

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