Netezza Customer Support
© 2009 Netezza, Inc. All rights reserved
April 9, 2015
Confidential
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Contents
•
Netezza Customer Support
•
About Netezza Customer Support/Easy to Do Business With
•
Netezza Customer Support High Touch Program
•
Netezza/Omega NZCare Program
•
Benchmarking Against the Competition
•
2009 Industry Awards
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Netezza Customer Support
•
3 Groups
>
Technical Support – Incident Response Center
>
Marlborough (MA), Japan, India (contractors), and Poland (contractors)
>
Technical Account Management (TAM) and Educational Services
>
Installation
•
App. 50 Employees across all 3 groups
•
Support will handle about 12,000 Incidents this year
>
Many Incidents are “adaptive” - problems that don’t have simple resolutions
or have a number of possible resolutions. In these cases, it is up to the
Netezza support professional to determine the best resolution based on
numerous considerations including the customer’s application and
performance.
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About Netezza Customer Support
•
Complex Support Environment
•
Easy To Do Business With – Customer Support makes it
uncomplicated for the Customer
•
On-Time installation
•
Relentless Customer Advocacy
•
A single support contract that covers everything, including
Technical Account Management help for Customers who need it
•
A knowledgeable Technical Support Engineer who responds
quickly to incidents and takes full responsibility for resolution
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What does Easy to Do Business With mean?
This is what we see in our Incident Response Center
Netezza
Incident
Response
Center
Software
Indeterminate
Consulting
Netezza
Customer
Level 1
Service
Partner
Level 2
Hardware
Development
Issues
Triage
Development
Engineering
Integration
Partner
Level 1 & 2
Legacy
Platform
Integration
Issues
Triage
Integration
Partner
Support
V
NPS Platform
Dispatch & Manage
H/W Vendor 1 Site
Call
Software
OEM
Level 2
Legacy Host
Application
Issues
Triage
Application
Partner
Support
Hardware
OEM
Level 2
New Platform
Sales POC
Issues
Triage
Development
Enginering
Dispatch & Manage
H/W Vendor 2 Site
Call
Sales Proof
of Concept
POC
Level 1 & 2
New Host
Development
Partner
Level 1 & 2
Special
Storage
Solution
Dispatch & Manage
H/W Vendor 3 Site
Call
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This is what our Customer’s see!
A major theme throughout our last Relationship Survey was ease/easy – as in Easy to Do Business With,
Ease of Use, Easy to Work With, etc.. These terms were used by our Customers 37 times (35 times as a positive
attribute) in responses to the Relationship Survey.
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Netezza Customer Support High Touch Program
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Netezza/Omega NZCare Program
Customer Surveys
Key Account
Survey
Annual Phone Survey
Decision (to buy) Makers
Relationship Survey
Semi-annual Phone Survey
High Level Development
& Operational Contacts
Customers
Transaction Surveys
Monthly TAM, Tech Support,
& Install Surveys
(Network & Phone)
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NZCare - Netezza Top Down Surveys
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Benchmarking Omega Results against the TSIA Benchmark
DataBase - % Customers Satisfied Web Submitted Case Surveys
Peer Group
Industry
Netezza
FY2009
Netezza
FY2010
The Case Overall
88%
78%
99.32%
98.41%
Time to Respond
84%
81%
99.32%
99.21%
Time to Resolve
79%
73%
95.59%
96.02%
80%
75%
96.94%
96.83%
85%
82%
98.63%
98.41%
86%
83%
99.66%
100%
Effectiveness/Completeness
of Solution
Technical Knowledge of
Representative
Customer Service Skills of
Representative
Netezza FY2009 covers all Omega Surveys for customer incidents
that occurred between February 2008 and January 2009.
Netezza FY2010 covers all Omega Surveys for customer incidents
completed between February 2009 and November 2009.
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Benchmarking Omega Results against the TSIA Benchmark
DataBase - % Customers Very Satisfied Web Submitted Case Surveys
Peer Group
Industry
Netezza
FY2009
Netezza
FY2010
The Case Overall
53%
46%
69.42%
71.71%
Time to Respond
55%
50%
75.00%
73.41%
Time to Resolve
53%
45%
63.39%
64.54%
57%
49%
65.65%
62.30%
57%
52%
66.21%
67.06%
61%
57%
78.62%
77.20%
Effectiveness/Completeness
of Solution
Technical Knowledge of
Representative
Customer Service Skills of
Representative
Netezza FY2009 covers all Omega Surveys for customer incidents
that occurred between February 2008 and January 2009.
Netezza FY2010 covers all Omega Surveys for customer incidents
completed between February 2009 and November 2009.
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2009 Netezza Customer Support & Manufacturing Awards
Customer Support, TAM, Installation,
and Sales won 2009 Omega NorthFace Awards
Customer Support won 2009 Best Practices Award
for Best Use of Metrics & Business Intelligence (SMB)
Customer Support won 2009 Star Award
for Best Complex Application Support (SMB)
Installation won CY2009 Award for
Best Support Team
Customer Support won CY2009 Award for
Best Support Department
Customer Support won CY2009 Silver Award for
Best Customer Strategy
Manufacturing was short listed for 2009
Strategic Manufacturing Award for Operational Excellence
Netezza Customer Support was also a finalist for the SSPA Service Excellence Award for Emerging Business Support,
3 American Business Awards, and 1 International Business Award.
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