Why is this important to us? Because we work very hard to partner with our customers – it’s part of the DNA of all Coveo employees, and a strong value within our culture. We don’t just sell technology to companies. We listen to them, configure our solutions to meet their business needs, and importantly, work hand-in-hand with them as we build out new solutions based on our Enterprise Search 2.0 platform. Following implementation we work with our customers to ensure they are generating the kind of value promised during the sales and implementation processes.
IBM Netezza, with this award, tells us we succeeded, and that they value our partnership as much as do we. While Forrester analyst Kate Leggett recently wrote a case study about IBM Netezza’s Enterprise Search 2.0 program (and she did this on her own, without our asking), I’ll present a synopsis of our partnership with IBM Netezza here:
IBM Netezza was facing challenges to quickly solve what they call “iterative” or complex customer issues, which often would have more than one solution. Their agents were not only solving challenges with IBM Netezza’s industry-leading data warehouse products, they also needed to understand the solutions being used with IBM Netezza products. Critical information was siloed in multiple repositories, among multiple departments, and, at the same time, IBM Netezza was growing fast so they needed to increase capacity and response times without adding headcount.
By implementing the Coveo Knowledge 360 Solutions for Customer Service, including the Agent Assisted Service Console and Management Analytics, IBM Netezza quickly achieved:
- 67% reduction in time spent identifying known product issues
- 50% reduction in duplicate bugs submitted to product engineering
- 85% increase in the number of bugs fixed by engineering
- Increased capacity and avoided 5 additional hires in the first 6 months following implementation
So, when Jim Coleman, Principal Support Analyst with IBM Netezza, presented the IBM Netezza award to our EVP Products Richard Tessier (photo below) during the Stevie Awards gala in New York, we at Coveo were both humbled by their generosity and honored by their partnership. Thank you, IBM Netezza. We’re looking forward to generating even more value for you in the future.