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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 support1
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.

what netezza s customers say about netezza customer support
What Netezza’s Customers say about Netezza Customer Support

Tushar gives us exceptional support. He is always there with suggestions and the very

appreciated Solution – February 2009 Omega Survey

Adam was a pleasure to work with. He was always reachable, prompt and

knowledgeable - February 2009 Omega Survey

Netezza is still the most responsive vendor I have worked with in my 25 years in IT – February 2009 Omega Survey

Saddy (our TAM) has been excellent resource in helping us implementing it very fast – February 2009 Omega Survey

RESPONSIVENESS. THEY ARE AVAILABLE 24-7. TECHNICAL SUPPORT IS

ALWAYS THERE TO HELP ME. I HAVE NOT SEEN ANY OTHER VENDORS'

WHO ARE THAT RESPONSIVE. THEY ARE VERY OPEN TO THE

CUSTOMERS' FEEDBACK. – 2009 Omega Relationship Survey

Our TAM is an utter professional and go above and beyond his call to ensure we get

quality service. He represents Netezza in the way I believe they want to be viewed. – March 2009 Omega Survey

The services provided by our TAM are better that what we get with Microsoft or

HP. We are very happy with this relationship and hope that Netezza continues to

allow TAMs to provide the same level of service in the future. – March 2009 Omega Survey

what netezza s customers say about netezza customer support1
What Netezza’s Customers say about Netezza Customer Support

"I would also like to commend our local TAM, John Malczyk, for his support

resolving issues/concerns/questions that we have had. He has been great at

coordinating between Infospace and Netezza support when it was required.“ – March 2009 Omega Survey

You guys are the best on personal support. – March 2009 Omega Survey

Tushar is prompt and always gets us a solution. Educates us on fixing things and we

take credit for it. Thanks Tushar Patel!! – March 2009 Omega Survey

"We had a short deadline to meet and, while Netezza was obviously motivated to help

us meet this deadline, they came in and stood up the appliances in an insanely short

amount of time. Really appreciated.“ – April 2009 Omega Survey

"Josh Stone was excellent, solved any and all problems on site. We are very happy

both with the product and the services we have been provided.“ – April 2009 Omega Survey

Adam was fabulous. He was probably the best vendor manager that I have ever

worked with. His communication and technical skills were superb and he was always

available to answer questions. – April 2009 Omega Survey

The logistics and communication around the install were excellent. It was up a half of

day ahead of time. – May 2009 Omega Survey

what netezza s customers say about netezza customer support2
What Netezza’s Customers say about Netezza Customer Support

"Netezza support is very good. When we have a problem, our TAM has helped us

make the most of what support can offer us, including helping us provide complete

information and putting us in touch with the right people in Netezza support.“ – May 2009 Omega Survey

Having a TAM is great because we get more up-to-date info RE: NZ's roadmap than

getting it from any where else. Our TAM is already doing a great job, please keep it up – May 2009 Omega Survey

Adam Ronthal is just a great guy to work with. He really takes care of Netezza

support. – May 2009 Omega Survey

I use Netezza Support probably the most of anyone within my company. I have

always been impressed with the excellent service that I have received each and every

time. I have not received the same type of care from any other software vendor. So I

am one very happy customer. I couldn’t even think of one thing that needs improvement. - May 2009 Omega Survey

Michael Purcell does outstanding support work. Give the guy a raise! – May 2009 Omega Survey

The engineer not only helped to fix the problem that the support ticket was opened

for but he suggested a little preventive maintenance/system tuning to do as well. It

was excellent! – May 2009 Omega Survey

what netezza s customers say about netezza customer support3
What Netezza’s Customers say about Netezza Customer Support

"Working with Adam Ronthal was a pleasure. Although I was not in the DBA team, I

could clearly see that he eased the workload on the DBAs to learn a new system by

providing exceptional services. He was always productive and timely. He was never

hesitant to provide any sort of assistance. It truly felt like he was part of our own

team. I cannot thank him enough for being the DBA on this project.“ – May 2009 Omega Survey

Exceptional customer service. Do not change, it’s perfect. - May 2009 Omega Survey

"For the above answers it was difficult to not put ""Met expectations"". Even though

our TAM is utterly professional and very knowledgeable and helpful, it is precisely

this which has raised our expectations. ""Met expectations"" is doing a fantastic job in

our opinion, because that's exactly what he's come to make us expect.“ – June 2009 Omega Survey

Everyone here loves Baba. We never seen him in red-face. – June 2009 Omega Survey

"Support is very good, especially when combined with our TAM's assistance.

Response seems instantaneous. When the initial person can't help, the issue is

efficiently passed to others who can. Very persistent. Frequently going the extra mile

to make up for my lack of knowledge, never questioning the legitimacy of my requests

even when my lack of knowledge, or insufficient effort reading the documentation

would encourage lesser organizations to be unhelpful. Very impressive.“ – June 2009 Omega Survey

what netezza s customers say about netezza customer support4
What Netezza’s Customers say about Netezza Customer Support

Netezza support is the best I have ever experienced from any vendor in over 30 years

in the business. – June 2009 Omega Survey

Netezza is an excellent product and the TAM shows a proactive and personal interest

in how we are doing. I can’t think of anything that needs improvement with our TAM at this point in time. - July 2009 Omega Survey

Thus far Netezza technical support has been great with nary an issue. – July 2009 Omega Survey

"I have opened a number of tickets with Netezza and each has been handled

promptly, efficiently and effectively. I also appreciate the level of communication

received. I know everything can be improved but as far as I’m concerned, if it’s not broke, don’t fix it.” – July 2009 Omega Survey

"PROFESSIONALISM, TIMELINESS, AND GOOD PLANNING. ENGINEERS'

HAVE ALWAYS EXCEEDED MY EXPECTATIONS.“ – August 2009 Omega Survey

"THEY ARE EXTREMELY KNOWLEDGEABLE, AND RESPONSIVE.“ – August 2009 Omega Survey

THE INSTALLATION TEAM IS PHENOMENAL,

AND THE BEST I HAVE DEALT WITH IN THIRTY-FIVE YEARS.“ – August 2009 Omega Survey

what netezza s customers say about netezza customer support5
What Netezza’s Customers say about Netezza Customer Support

What we were promised became what we expected and Netezza has lived up to those

expectations. This should not distract from the fact the service provided exceeds

experiences from other vendors. – August 2009 Omega Survey

We probably need more clones of our TAM! – August 2009 Omega Survey

Our TAM has done a great job scheduling a monthly meeting trying to relay the

Netezza information and work with us on any outstanding issues. Keep up the good

work. – August 2009 Omega Survey

Netezza has provided consistently good support over the years. – August 2009 Omega Survey

"Resolution was a ""met expectations"" in relation to all other Netezza incidents but

in comparison to other vendors, completely ""exceeded expectations"" (as normal).“ – August 2009 Omega Survey

PROFESSIONALISM AND PROMPTNESS IS ON TOP. THE FOLLOW UP WAS

OUTSTANDING. – September 2009 Omega Survey

THE SERVICE IS GREAT. – September 2009 Omega Survey

Great response and willing to think with us to solve things quickly. – September 2009 Omega

Survey

what netezza s customers say about netezza customer support6
What Netezza’s Customers say about Netezza Customer Support

"THEY ARE VERY EASY TO WORK WITH. THEY COME IN, AND DO WHAT

THEY NEED TO DO, AND THERE ARE NEVER ANY PROBLEMS.“ – October 2009 Omega Survey

Please teach IBM how to deal with customers and resolve their issues. – November 2009 Omega Survey

Todd continues to support the Nielsen account with great energy and professionalism.

He provides great insight and direction as we work through issues in the environment. – November 2009 Omega Survey

"Of all suppliers of IT products and services I met the last couple of years, the service

and support of NZ is the best I know. Very professional and customer friendly.“ – November 2009 Omega Survey

"TAM is very knowledgeable, friendly, and professional. We really like how our

TAM can get back to us with answers when we ask questions. The turnaround time is

usually very good. Please keep it up!“ – November 2009 Omega Survey

Still the best and continuing to get better! – November 2009 Omega Survey

I have never worked with such a great group of professionals. I have never had to wait

more than 5 minutes for my tickets to be assigned to a technical engineer. I can’t think of one thing that needs improvement. - November 2009 Omega Survey

what netezza s customers say about netezza customer support7
What Netezza’s Customers say about Netezza Customer Support

"I LOVE THE SUPPORT, TECHNICAL AND THE HELP DESK. THE

PRODUCTS PERFORMANCE IS EXCELLENT. EVERYTHING IS JUST WONDERFUL.” – December 2009 Omega Relationship Survey

SUPPORT IS ALWAYS AVAILABLE WHEN THERE IS A PROBLEM

WITH THE SYSTEM. – December 2009 Omega Relationship Survey

THEY HAVE THE BEST IN CLASS CUSTOMER SUPPORT AND

PERFORMANCE. – December 2009 Omega Relationship Survey

THEIR CUSTOMER SUPPORT IS FAR BETTER THAN OTHERS. THEIR CUSTOMER SERVICE AND THE KNOWLEDGE OF THE TECNICIANS IS GREAT. – December 2009 Relationship Survey

TECHNICAL SUPPORT IS EXCELLENT. THEY ARE KNOWLEDGEABLE

AND REALLY SUPPORT YOU. THEY DO NOT HIDE ANYTHING. THEY

MAKE SURE THE PROBLEM DOES NOT HAPPEN AGAIN. – December 2009 Omega Relationship Survey

NETEZZA IS EASY TO USE AND THEY HAVE STRONGER SUPPORT THAN

ANYONE ELSE. – December 2009 Omega Relationship Survey

"Our TAM has continually been proactive, hands-on and quick to respond to our

questions and issues - whether major or minor. He has helped us find solutions or

workarounds for the various issues we've faced in a timely fashion. He communicates

well and at the level of his audience.“ – February 2010 Omega Survey

what netezza s customers say about netezza customer support8
What Netezza’s Customers say about Netezza Customer Support

"Good product and a very good service and support, especially when compared to

other IT suppliers.“ – February 2010 Omega Survey

We love our 10100. Your customer support is world class...it might be certifiably be

the best in the world. – February 2010 Omega Survey

You have some special star-players in support. – February 2010 Omega Survey

"The more I work with other vendors, the more I appreciate NZ's support (as well as

your ticket system).“ – February 2010 Omega Survey

“We are extremely pleased with support and Netezza's focus on

Quality and customer satisfaction.” – March 2010 Omega Survey