Why Read This
IBM Netezza, a provider of data warehouse and analytics appliances, needed to tame its knowledge problem. Knowledge resided in multiple sources: a customer call ticket system, a knowledge base, personal email, shared files, a software bug tracking system, and a product engineering wiki. Customer support agents wanted a more comprehensive view of all available knowledge that could help better resolve customer issues in a timely way. Netezza used three best practices to roll out a new knowledge program that presented structured and unstructured knowledge to agents and management in unified case consoles and dashboards. The result? This single view of knowledge increased customer satisfaction, reduced the time needed to identify known issues by 67%, and reduced the number of duplicate bugs submitted to product engineering by 50%, while increasing the number of bugs engineering fixed by 85%.