Last year, Nutanix was one of only 35 companies recognized by Omega Management Group for “Delivering World Class Customer Service”. We did it again this year while increasing our Net Promoter Score (NPS) from a sky high +73 to an even more remarkable +88. This is all very good news for our partners for three primary reasons:
1. Validating Partner Evangelists
The most successful Nutanix partners are iconoclasts – they are not afraid to challenge the prevailing belief in the separation between compute and storage. They put their own reputations on the line by strongly encouraging their clients to consider Nutanix Web-scale as a superior architecture for hosting a virtualized datacenter.
The Omega and NPS scores provide these partners with additional ammunition in the fight against the status quo. They help validate that Nutanix not only has great technology, but also that our emphasis on customer service ensures their implementations will be successful.
2. Increased Partner Business
Nutanix’s product, like any software in the industry, is not perfect. But there is a saying, “Hardware eventually fails, software eventually works, and the people make all the difference.” Nutanix treats support as a competitive differentiator rather than as a cost center. If a customer has an issue, the Nutanix support team will quickly get to the bottom of it – and won’t rest until it is resolved.
Embracing world-class support as part of the company’s core competency helps create repeat buyers. As customers see how well the technology works and how simple it is to manage, they expand their initial use case, and then purchase still more nodes and services for other initiatives. Nutanix becomes almost a type of annuity business for our partners.
3. Indication of Nutanix Success
A concern that Nutanix partners sometimes encounter, often played up by legacy competition, focuses around the relative young age of Nutanix as a company. Customers want to know what will happen if Nutanix gets acquired.
Partners can provide many responses to combat this concern including Nutanix’s phenomenal growth, its HCI industry domination, our OEM deal with Dell, and the prevalent public speculation about an upcoming IPO.
Nutanix’s extraordinary NPS is yet another argument for continued accomplishment. Ever since its introduction in a 2003 Harvard Business Review article, Net Promoter Score continues to be advocated by many as the most important indicator of business success.
The NPS and Omega Award go hand-in-hand with the raving fans that Nutanix and its partners are engendering around the globe. In the month of January, for example, Nutanix featured a new customer success story every business day. It is typically not easy to convince organizations to be featured in a success story, but they tend to be very happy to share their experiences with Nutanix.
When legacy competitors try to fling the FUD about Nutanix’s young age, I encourage partners to counter by asking these firms to provide their own Net Promoter Scores. Assuming they’re even willing to share them, the contrast should be quite enlightening.
“Nutanix support is absolutely fantastic. They’re super responsive, they’re all smart, and they aren’t afraid to go ask someone else for help. On top of that, they treat you like the engineer you are. You worked hard to get to where you are, to know what you know. When you call HP or Dell support, they start by saying things like “Did you reboot?”. Even if you say Yes, they still will force you to do the tier 1 troubleshooting first.
With Nutanix support, they take information you’ve provided and infer what troubleshooting has been done. If you tell them you’ve rebooted something, they won’t force you to do it again, because they trust you. They’ll then pursue to look for other solutions. They’ll more than likely know off the top of their head the exact solution, then pull up impeccable documentation on how to fix it.
They have a very knowledgeable staff, all of whom are willing to help each other. When having a drink with our SE the other night, we were talking about this very thing. He never feels that he is out in the dark on his own. He can throw a question about Citrix in their Yammer rooms and within a short period of time, have another engineer who is a Citrix specialist on a call, ready to assist. That’s an amazing amount of internal support, they don’t fight between regions, they don’t assume that you know everything, they help each other.”
– Unsolicited January 2015 blog post from an early Nutanix customer.
It Takes an Eco-System
NPS reflects not just the support organization, but the interactions customers have with every aspect of the Nutanix organization as well as with our partners. A reputation for world class support is dependent not only upon the quality of the product, but also upon its successful implementation. Nutanix’s innovative education organization and Authorized Consulting Partner Program enable partners to architect and deploy very successful Web-scale environments.
Nutanix and our partners have a mutual objective of continually raising the bar in respect to customer satisfaction and the repeat business that results. The NPS and Omega Award show that we’re hitting the mark. And as Nutanix Senior Director of Global Support, Deepak Chawla, said, “We will keep our laser focus on the customer and aim for ‘three-peat’ of awards next year.”
Thanks to both Deepak Chawla (@dchawla2005) and Lukas Lundell (@LucasLundell), Director Solutions and Performance Engineering of Nutanix, for contributions to this article.