“Dealing with multiple data sources is just a reality in customer support”, said Callan Carpenter, VP of Consulting and Customer Support for Autodesk. “We needed to greatly improve the productivity of our customer support specialists when they were searching for information to help our customers during support interactions.”

Autodesk chose Encompass/Customer Support to create a single knowledge base from their Salesforce.com, Siebel, and Clarify systems, as well as multiple defect tracking systems within engineering such as Jira, Bugzilla, and custom legacy systems. Customer support specialists at Autodesk now have a single portal to search, sort, and interrogate all issue and defect related information, organized any way the user would like to see it.  Users can also relate engineering defects to customer support cases and vice versa, which allows them to get the right information to their customers faster.

Encompass/Customer support is available now, and can be deployed as an on-demand or an on-premises application model.