Pentaho Expands World Class Support

Implements Zendesk Cloud-based help desk to bring faster and better global support to customers

December 6, 2011, — Pentaho Corporation, the business analytics company providing power for technologists and rapid insight for users, and Zendesk the proven cloud-based help desk software provider, today announced the launch of the new Pentaho Global Support Portal, the crowning component of a year-long initiative to bring faster and better support to Pentaho enterprise customers. Other initiatives to expand world class support in 2011 include doubling the size of Pentaho’s worldwide  customer support team and the creation of the Pentaho Customer Success Team, which assigns a key point person to every enterprise account to help with customers’ needs and renewals.

With its new world-class, Zendesk-powered support platform, Pentaho will deliver a number of features requested by customers including:

• Multiple ways to easily engage with support via web, email, iPhone, iPad, Android and Blackberry;
• Addition of Subscription Customer Forums for improved self-service;
• Powerful search tools for finding tickets and integration with the Pentaho Knowledge Base;
• Simple and intuitive user interface;
• Online chat capability.

“Over the past year, Pentaho has conceived and launched a three-pronged initiative designed to meet and surpass the needs of our customers,” said Doug Johnson, chief operating officer, Pentaho. “While the Zendesk-powered Customer Support Portal completes this round of customer support upgrades, Pentaho will continue to listen to its customers and innovate and enhance our service offerings on an ongoing basis.”

“The launch of our new Customer Support Portal has enabled Pentaho’s customer support organization to enhance even further the level of support to match the technology and depth of Pentaho’s product offering,” said Anthony Carter, director of customers support, Pentaho. “Whether an organization is already a Pentaho customer, or considering becoming one, they can be confident about our communications, our people and our commitment to making Pentaho Business Analytics work for them.”

"The Pentaho Customer Support Portal gives customers and support personnel an easy and flexible customer service solution,” said Zack Urlocker, chief operating officer, Zendesk. "With visibility into customer interactions in one place, support teams can respond quickly and rest assured that nothing will slip between the cracks, helping to ensure customer satisfaction.”

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About Pentaho, a Hitachi Group company
Pentaho, a Hitachi Group company, is a leading data integration and business analytics company with an enterprise-class, open source-based platform for diverse big data deployments. Pentaho’s unified data integration and analytics platform is comprehensive, completely embeddable and delivers governed data to power any analytics in any environment. Pentaho’s mission is to help organizations across multiple industries harness the value from all their data, including big data and IoT, enabling them to find new revenue streams, operate more efficiently, deliver outstanding service and minimize risk. Pentaho has over 15,000 product deployments and 1,500 commercial customers today including ABN-AMRO Clearing, BT, EMC, NASDAQ and Sears Holdings Corporation. For more information visit www.pentaho.com.