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Autodesk

Autodesk improves customer satisfaction and self-service offerings with Clarabridge.

ABOUT AUTODESK: Autodesk is a world leader in 3D design software for entertainment, natural resources, manufacturing, engineering, construction, and civil infrastructure. They created their first Customer Insights team a few years ago to gauge customer feedback around a change in the way the company sold their products. The company needed to make sure product offerings were continuously aligned with customer needs.


GOAL:
Autodesk set out to improve customer satisfaction and self-service offerings.

WHY CLARABRIDGE: After a shift in their sales strategy, Autodesk needed to make sure product offerings were continuously aligned with customer needs.

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Clarabridge

Solution

By leveraging Clarabridge, Autodesk is able to automatically analyze customer feedback from multiple surveys and online sources. A culture of customer empathy has emerged across the business, and departments are proactively ensuring they are delivering on customer satisfaction and loyalty.

Results

By overhauling and improving their web based support and learning resources, Autodesk started seeing a decrease in support cases by 9% compared to the previous year. This, in turn, has already led to millions of dollars in cost savings in case handling, and led to overall higher satisfaction levels among customers.