REVIEWER: Jim Coleman, principal support analyst, Netezza.
BACKGROUND: Netezza, an IBM company, is a leader in data warehouse and analytic appliances.
PROBLEM SOLVED: Netezza customers run business critical applications on their Netezza Appliance Systems. The customer and technical data that Netezza customer support engineers need to expedite customer incident resolution resides in nine disparate sources. Prior to implementing Coveo, engineers resorted to serial searches through these sources. Netezza attempted to address this problem by implementing a Web-based content and document management system that provided some relief but also had inherent shortcomings. The content management system search capabilities were less than what was needed. When data was repackaged and moved into content management, much of the contextual value of the data, and links to important related data, were lost.
PRODUCT FUNCTIONALITY: Coveo provides a unified view of customer and technical data across nine sources, including the call ticket system, bug tracking system, engineering wiki, knowledge base, email, content management system and shared files. Coveo’s Account 360 Dashboard provides an active view of all accounts with active incidents – updated in near real time. Status is viewable from a wide range (and any combination) of centricities by using Coveo’s facets (filters). Coveo’s dashboard also provides an historic view of all customer incidents with the same filters and trend analysis capabilities.
STRENGTHS: The search functionality is fast and intuitive from a user perspective; as a result, we almost immediately gained a 100 percent adoption rate within Netezza customer support. We could actually track a usage spike as we were demonstrating our Coveo implementation on a Web seminar for our technical account managers. The advanced filtering and dashboard capabilities allow us to look at our data and identify trends from almost any perspective. The live indexing enables us to track critical changes in customer status within minutes.
WEAKNESSES: One of Coveo’s claims to fame is that they can index and search both structured and unstructured data – and they can. This is critical for us to find the data needed to quickly answer customer questions or resolve their incidents. However, to implement a world-class dashboard, your structured data has to be complete and accurate – or your results are less than optimal. Our Coveo implementation drove home the point that we have a lot of work to do on our structured data.
DELIVERABLES: Within 30 days of implementation, we reduced the time needed to identify known problems by 67 percent and reduced the number of duplicate bugs submitted to development engineering by 50 percent. Not only is our support team saving time, but development engineering no longer wastes hours identifying bug submissions as known problems. These efficiency gains have helped the development team increase the number of customer bugs fixed by 85 percent. Coveo’s facets allow us to look at incidents based on any centricity, so the possibilities for us to pull and analyze data are endless. Coveo’s unified view of all available data lets us quickly identify and rule out known issues. Coveo’s dashboarding capabilities are helping us identify trends, prioritize bugs and track difficult metrics, such as how quickly are we getting back to customers every time they contact us. Coveo’s Account 360 Dashboard lets us quickly pull together critical customer experience and product quality data. Netezza support and development groups are particularly interested in information on new products and releases – understanding this data helps us resolve problems and improve our products going forward. A typical report on a new release would have taken two days to pull together before. Now, anyone at Netezza can pull the report together in minutes. Product field data is dynamic, and it’s a real plus to be able to pull together fresh data anytime.
VENDOR SUPPORT: Coveo support has been excellent from day one. They really took the time to understand our requirements, and the initial implementation was successfully completed over a period of just a few weeks – every day or two during the implementation process, we were able to search a new source, and were actually able to use the product during implementation.
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