Diane Berry
SVP, Market Strategy

Topics

Awards are nice. And we’ve won lots of awards for our Enterprise Search 2.0-powered solutions, for our technology platform, and for our fast growth – from two of the highly prized CODiE awards to the Deloitte Fast 50, IDC Top 100 Companies to Watch, and many CRM awards for our Knowledge 360 Solutions for Customer Service. However, one award stands out above them all: the IBM Netezza Valued Partner Award, which we recently received as part of the Stevie Awards presented by the American Business Awards organization.

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.

About Diane Berry

Diane Berry is Senior Vice President of Market Strategy at Coveo. Diane seeks out and analyzes market, industry and economic opportunities for growth; works with the analyst community as well as media; and acts as a spokesperson and industry voice to help organizations understand how to leverage advanced search-based apps to transform the nature of work.

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