Netezza Selects ISOdx to Advance Customer Support Efficiency and Productivity

ISOdx today announces from the Technology Services World Conference in Las Vegas that Netezza, a leader in data warehouse, analytic and monitoring appliances, will implement its customer support problem resolution solution. Netezza will utilize ISOdx to enhance its customer support efficiency and productivity—using powerful new visibility analytics to pinpoint glitches and respond to customer problems faster than ever before.

Already recognized for its award-winning customer support, Netezza continually strives to take its accomplishments to the next level. “We were first introduced to ISOdx at the spring 2009 TSW conference,” said Principal Support Analyst Jim Coleman, Netezza. “We immediately realized that ISOdx was a very unique product that could help us resolve a critical subset of customer problems—problems that took us hours to resolve, could now be resolved in minutes. ISOdx helps us quickly understand changes in our customers computing environments that may be contributing to problems, and this is invaluable.

“Our implementation of ISOdx was also timely, coinciding with a new trend that we are seeing in our customer base. Our customers are moving rapidly toward a best practice of regularly implementing security updates across their enterprise computing environments, and these changes can cause problems. With ISOdx, we can quickly identify a change and determine problem root cause.

“The ISOdx Team made the rollout at Netezza easy,” Coleman added. “Implementation and training was completed in less than a week, and five weeks after implementation we are using ISOdx on all of our internal POC systems, existing customer systems with problems, and government customer systems. In addition, ISOdx is shipping from manufacturing on all new Netezza systems.”

Netezza customer support awards include numerous honors for outstanding performance from Omega, the SSPA (now Technology Services Industry Association), The American Business Awards, The Internal Business Awards, and Gartner.

“It’s exciting for us that an organization who is an expert in customer support and considers customer support its business differentiator selected ISOdx to advance support capabilities,” said ISOdx President and COO Craig Wallace. “For ISOdx, it’s a solid and significant industry validation. We look forward to a long partnership with Netezza.”

About Netezza Corporation

Netezza Corporation (NYSE: NZ) is the global leader in data warehouse, analytic and monitoring appliances that dramatically simplify high-performance analytics across an extended enterprise. Netezza's technology enables organizations to process enormous amounts of captured data at exceptional speed, providing a significant competitive and operational advantage in today's data-intensive industries, including digital media, energy, financial services, government, health and life sciences, retail and telecommunications. Netezza is headquartered in Marlborough, Massachusetts and has offices in Northern Virginia, Canada, the United Kingdom, Germany, France, Poland, Japan, Korea, Australia and Singapore. For more information about Netezza, please visit www.netezza.com.

About ISOdx

ISOdx is a customer support solution for companies supporting hardware and software. With ISOdx, support organization tap a level of previously invisible intelligence about their customer’s system environment—information that allows them to rapidly determine root cause of problems and reduce support resolution time by up to 92 percent. ISOdx also lets companies be proactive in supporting customers by capturing, documenting and compare “moments in time” before failures occur. For more information, please visit www.isodxsolutions.com

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