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Netezza Customer Support. 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. Netezza Customer Support. 3 Groups

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netezza customer support

Netezza Customer Support

© 2009 Netezza, Inc. All rights reserved Confidential

contents
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

netezza customer support3
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.
about netezza customer support
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

this is what our customer s see
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.

netezza omega nzcare program customer surveys
Netezza/Omega NZCare ProgramCustomer 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)

slide10
Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Satisfied Web Submitted Case Surveys
slide11
Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Very Satisfied Web Submitted Case Surveys
2009 netezza customer support manufacturing awards
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.