Case Study: Cisco achieves fewer avoidable hardware returns and cost savings with Neo4j

Cisco - Customer Case Study

Cisco’s services organization was trying to mine customer support case notes to identify entities and patterns—bug IDs, product IDs, URLs and error messages—to anticipate and address product issues. Initial attempts with an Oracle RDBMS were too slow and ill-suited to uncovering the relationships they needed.

They began loading case notes and rich metadata into Neo4j daily, using the graph to improve search relevancy and surface the most frequently mentioned bug IDs. That insight revealed many apparent hardware returns were actually software-related, allowing Cisco to reduce unnecessary RMAs, save costs and improve customer experience.

Cisco

Peter Walker

Project Manager