Key Insights

o First, no relation to our previous guest :)

o Their attrition is super low ~2% (TSIA says average is about 15%). They have built a collaborative culture in support e.g., Level 3 people do not own cases, they just help other folks close theirs.

o Panzura NPS is 82! Average for tech industry is around 21. One of th

o One interesting metric that Caeli does NOT keep track of is time-to-close. She explains why in the podcast. Caeli also keeps track of this unique metric (which I haven’t heard before but it actually makes lot of sense) — number of tickets escalated to engg.

o Support Tools — Salesforce for everything. 

o Caeli mentioned that search continues to be broken. Google search appliance (now EoL) was cheap and easy to setup and it worked. Current solutions are opposite.

o They build lot of tools/scripts internally around product health specially data warehouse that stores all the logs pertaining to a given case.

o Favorite business book — In search of Excellence by Tom Peters, and, Grit by Angela Duckworth.