Case Studies

Cisco Systems has deployed Encompass/Engineering as an enterprise application to improve their design cycles, reduce component duplication, and improve engineering productivity. Today, Encompass/Engineering provides hundreds of Cisco engineers and related users a single engineering search and component re-use application by creating a single knowledge base from multiple engineering, supply chain, test, and cost data sources. A Encompass/Engineering customer since 2010, Cisco achieved their threshold ROI on their Encompass/Engineering investment in under 9 months.

When the Autodesk Customer Support organization needed to improve their specialists’ productivity and improve customer satisfaction, they turned to Encompass/Customer Support for help. Typical of large customer support organizations, Autodesk has knowledge bases for past customer cases in Salesforce, Clarify, and Siebel, and also has various defect tracking systems used by the engineering teams. Specialists were having a difficult time searching for relevant information within Salesforce, and an even tougher time finding related engineering reported defects to a case. Encompass/Customer Support now provides the support specialists a single view of all related case and defect knowledge, communication threads, and related documents to quickly address customer issues on the first call.