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Returning to a familiar place after a long time can be an intriguing experience. The changes that have occurred can make it feel almost new, yet there’s a sense of familiarity. This is similar to the impact of innovation on businesses. It can be transformative, quickly becoming essential, and leaving us wondering how we ever managed without it.
In the tech industry, forward-thinking innovation expands market and customer expectations. This “renewed art of the possible” alters how businesses use products and achieve better outcomes – often even changing their perception of a company. It’s no longer the same, having evolved into something new yet familiar.
At Panzura, our success is all about the success of our customers. Our strong enduring partnerships, our dedication to tackling the most difficult data challenges, and our accountability toward the needs of our customers all drive us to achieve smart, repeatable success together.
But our innovation extends beyond technology – it’s embedded in our culture and our relentless pursuit of enhancing customer experiences. It can manifest in the transformation of culture, focused execution, or a fresh approach to improving customer experiences. Ultimately, our innovation is customer centric.
Transforming the Familiar into the Essential
Panzura has undergone significant and positive change over the last 20 months that I’ve been with this incredible company. Seeing it up close has been exciting for me. As a customer, you may have noticed this evolution. Just like returning to a familiar place that has improved over time, we hope you feel the same about your partnership with Panzura.
Our primary goal is to help our customers solve the toughest data challenges they face. But that’s not enough. We’re committed to delivering a world-class customer experience, and we’ve made significant strides towards this goal.
We’ve overhauled our quality assurance (QA) operation, replaced outsourced resources with in-house professionals, and our mean-time-to-resolution (MTTR) in customer support has greatly improved. For instance, we have changed the ways we recreate custom issues surfaced by our customers and we’ve translated that into high-quality code that is rock solid from day one.
We also replaced key outsourced customer-facing roles with in-house Panzura professionals. This simple change has seen our response time drop into the single digits for critical issues, and resolution times improve almost three-fold. It’s proof that our renewed foundation of “maniacal” QA is speeding up issue resolution in customer support.
Panzura’s dedication to innovation and results has driven our evolution, with a renewed approach to quality assurance and a commitment to delivering a world-class customer experience. These advancements reflect Panzura's commitment to customer service excellence and our ability to adapt and innovate in the rapidly changing file data management industry.
In addition to these customer-focused improvements, Panzura's innovative approach to data management has garnered industry recognition. Panzura has been named in the latest Gartner® Hype Cycle™ for Storage Technologies, in the category of Hybrid Cloud Storage.
In our view, the report highlights the growing significance of hybrid cloud storage as data is increasingly generated and consumed in widely dispersed locations. We also see this acknowledgment as a testament to Panzura’s commitment to providing solutions that meet the evolving needs of our customers.
Renewed Commitment to Customer Experience
As we continue to lead in the industry, we have also strengthened our team with leaders who prioritize customer satisfaction and accountability. A new set of leaders is making ongoing customer-centric progress on behalf of our customers, and our development team has consistently released excellent products with improved performance, reliability, and customer satisfaction.
This has been crucial in addressing the evolving challenges in the industry. By enhancing our technological capabilities, we are not only advancing our products but also ensuring that our customers are equipped with the latest knowledge and tools. This is vital in an era where data security and management are paramount, and customers rely on us to safeguard their most valuable assets.
Systematically improving our knowledge base and documentation signifies our dedication to customer empowerment. A refreshed set of resources means that our customers have access to up-to-date information and support, enabling them to make the most of our solutions. It’s a proactive approach to customer service that anticipates needs and provides solutions before challenges arise.
The introduction of new products like Panzura Edge, Detect and Rescue, and the acquisition of Moonwalk, are part of our broader strategy to address complex file data challenges head on like ransomware resiliency and recovery. These initiatives are important because they demonstrate our commitment to innovation and our understanding of the market’s needs. By continuously evolving and improving, we ensure that our customers have the support they need to succeed in today’s competitive landscape.
These changes are just a small part of what we’ve been doing – changes that we hope have made you excited for the future. We look forward to continuing this journey with you. If you want to know more, please reach out. Connect with me on LinkedIn and let’s start a 1:1 conversation. I look forward to hearing from you and sharing more about where we are going.
