Obsessed with customer satisfaction

Pure Storage stores, manages, and protects the world’s data. Data supported by Pure helps doctors diagnose illnesses, protects people’s physical and virtual lives, and keeps global economies flowing. That’s why thousands of the world’s top companies, including 60% of the Fortune 500 and 40% of U.S. Federal Agencies, rely on Pure Storage as their data storage platform of choice.

There are many reasons for their success: its innovation, its simplicity, and its environmental impact. But according to Paolo Juvara, Chief Digital Transformation Officer, everything Pure Storage does can be boiled down to one simple statement: the company is obsessed with its customers.

“For us, being customer obsessed means that everything we do needs to revolve around what’s best for customers—from our product roadmap to sales and support,” says Juvara. “We measure our success with our NPS score, which currently sits at 82—a number almost unheard of in the B2B technology sector.”

Serving data to customers

One of the biggest ways that Pure Storage makes the customer experience enjoyable for everyone is through simplification. “Our vision is to create products and services that makes people’s lives easier,” says Colin Mead, Vice President of Global Support at Pure Storage. “For example, we can monitor our customers’ networks so that they can spend their weekends at barbeques instead of worrying about their databases staying online.”

For product teams, simplicity means creating intuitive, attractive interfaces and products that work together with minimal maintenance and upkeep. For sales and support teams, it means removing complexity throughout the customer journey.

That’s where ServiceNow comes in. Since its foundation, Pure Storage has trusted ServiceNow with IT Service Management (ITSM) and HR Service Delivery (HRSD). Over the years, this footprint has only expanded to connect sales, service, and support with Technology Provider Service Management (TPSM) and its AI-powered capabilities.

“Part of what makes ServiceNow so great is that it aligns with our philosophy around simplification,” says Mead. ServiceNow is easy to manage, but having data all on one platform also allows teams to view and analyze data without complex tools and integrations. “If we have the information at Pure Storage, we want to share it with our customers. By centralizing on ServiceNow, we can capture data from all of our systems and serve it up in a digestible way.”

Proactive service with AI

Pure Storage wants to delight customers at every step of the customer journey. One way to continue keeping customers happy was to simplify its CRM solution, which had grown complex over the years. The company needed a highly reliable and functional replacement and decided to migrate its CRM to ServiceNow with Customer Service Management.

Now the entire customer experience runs through the ServiceNow AI Platform, from workflow management and call routing to case management and the knowledge base. Pure Storage eliminated thirteen software platforms overnight—saving money, reducing complexity, and giving the customer support team a whole new view into how they can make customers’ lives easier.

“Switching a CRM isn’t a decision you take lightly, but the performance with ServiceNow is off the charts,” says Mead. “There’re literally no maintenance windows, and we’re getting things done much faster. That’s good for us, but most importantly, it gives us AI-powered insights that benefit customers.”

Advanced Work Assignment helps them connect the right case to the right engineers and solve problems as quickly as possible. Service Bridge streamlines interactions, making sure that no matter how customers want to connect with Pure Storage—through email, phone, or web—they get the benefits of AI-powered customer support.

Customers are seeing the difference, with already great service becoming even faster. Pure Storage now delivers 4.5x faster first response times to customer queries and 7x faster resolution times for cases. Leveraging the power of AI in ServiceNow, Pure Storage goes a step further to learn customers’ environments and identify potential pitfalls. Today, Pure Storage proactively raises 72% of cases before customers even notice an issue.

“ServiceNow has made the promise of AI a reality,” says Mead. “We’re putting it to work for our people and to the benefit of our customers.”

Faster sales cycles and order fulfillment

The new CRM also supports efforts to modernize and streamline what is traditionally one of the most painful parts of the customer journey: quoting. Creating a quote for storage is quite complex as sellers need a high level of understanding around both customer needs and product configurations. Not everyone could create a quote or proposal without technical expertise.

Pure Storage plans to replace their previous CPQ solution that had become overly complex with Sales and Order Management (SOM) and Logik.ai. The combination will greatly simplify how internal sales reps, partner resellers, and customers will be able to quickly define and quote tailored solutions from its sophisticated offerings to meet customers’ current and future needs. Logik.ai delivers core CPQ capabilities and by being an API first solution, Pure Storage can create tailored and differentiated selling experiences. Soon anyone will be able to quickly generate a quote and a proposal without specialized technical skills.

Once a quote becomes an order, SOM orchestrates and automates fulfillment and delivery. With one platform, Pure Storage can spot and resolve bottlenecks, with the ability to check if an order is at risk of violating its SLA for delivery. The combination will simplify integrations by eliminating multiple systems—and the manual processes these separate systems created. Pure Storage gains end-to-end visibility creating frictionless experiences from quote to cash.

“We’re disrupting the industry and providing a completely new experience for sellers,” says Juvara. “Moreover, there’s still huge potential to push the boundaries even further by automating the entire process with AI agents. ServiceNow enables us to revolutionize the experience to the benefit of employees, partners, and customers.”

Taking care of customers

Everyone needs storage, but it doesn’t need to be complex. Pure Storage is constantly innovating its products, its sales, and its service to make things easy, allowing the company to exceed expectations and delight customers.

Soon Pure Storage will be adding Strategic Portfolio Management and Field Service Management to improve customer installation planning and provide installation updates—further delivering on a seamless customer experience.

“ServiceNow is an AI platform for business transformation,” says Mead. “With AI-powered data and workflows supported by ServiceNow, we can do more for our customers. We tell them: just think about your business, and we’ll take care of the rest.”