Commvault has launched its Automated Proactive Solution System (APSS) framework, bringing new innovations in mobile access, control and automation to customers.

The new innovations coincide with the company receiving over a 98% customer satisfaction rating in its annual support and services survey review, marking the sixth consecutive year that Commvault has exceeded industry averages in performance and customer satisfaction, enabling customers to reduce risks, lower costs, and maximise the return on their Commvault Software investment.

“While increasing threats of cyber-attacks, data breaches and ransomware continue to put enterprises on high alert, having a reliable world class customer support program in place in the event of a disaster can make all the difference to an organisation’s success,” says Laura DuBois, vice-president: enterprise storage, server and system infrastructure software research at IDC. “Commvault’s customer performance and satisfaction rating compliments our own recent survey of Commvault customers which concluded high satisfactions levels in driving value from Commvault Solutions.

“This powerful mix of technology and support gives Commvault a competitive advantage and more importantly, gives customers the peace of mind knowing their data is safe and protected.”

The company is bringing innovation to the Customer Support Experience with the launch of Commvault’s Mobile Advantage App and its APSS framework, which is an integrated proactive solutions delivery system. The framework proactively monitors and detects failure points in Commvault environments, then intelligently maps personalised solutions that address those issues.

Available on all current Android and iPhone platforms, the new Commvault Mobile Advantage app is designed to provide customers with continuous access to powerful tools, services, and information that give them control of their Commvault experience.

Based on its annual support and services survey review, Commvault scored over a 98% customer satisfaction rating, which surpassed the industry average of 86%.

Also, the Commvault customer survey revealed more than 97% of customers were “very satisfied.” The company also scored 99% in its ability to meet service level agreement (SLA) goals with 78% percent of tickets resolved at first level, higher than the industry standard by 25% percent.

Additionally, Commvault customer service calls were answered in person within 19 seconds, compared to the industry average of 21-30 seconds. Commvault’s support of more than 21 languages also surpasses industry averages.

“While we are proud of our six year streak of shattering industry averages with our world-class customer support and services, Commvault has never been a company to rest on its laurels and previous successes,” says Eugene Trautwein, vice-president worldwide customer support at Commvault. “Our new innovations around customer access, control and automation are a testament to our unwavering commitment to push the envelope further and elevate our worldwide customer support to historic proportions.”