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Netezza Customer Support

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

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  1. Netezza Customer Support © 2009 Netezza, Inc. All rights reserved Confidential

  2. 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

  3. 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.

  4. 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

  5. What does Easy to Do Business With mean?This is what we see in our Incident Response Center

  6. 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.

  7. Netezza Customer Support High Touch Program

  8. 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)

  9. NZCare - Netezza Top Down Surveys

  10. Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Satisfied Web Submitted Case Surveys

  11. Benchmarking Omega Results against the TSIA Benchmark DataBase - % Customers Very Satisfied Web Submitted Case Surveys

  12. 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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