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November 15, 2010

Real-Time Service Desk Software from Autodesk

By Juliana Kenny, TMCnet Web Editor

With its recent platform for IT Business Management, Autodesk (News - Alert) provides real-time client feedback solutions and on-staff performance. Its new technology will help IT solution providers to compare feedback to thousands of peers based on continuously-updated industry data.

Already deployed to 30,000 users in the Autotask cloud, the solution is available to IT solution providers in 43 countries.

 “We’re now using the survey feature to gather information after every support ticket has been created. Previously, we only issued surveys on critical tickets and had to pay a third-party provider to deliver the survey,” stated Paul Tomlinson, managing director of Mirus IT Solutions, a U.K. IT service company.

“Now, with survey technology embedded into Autotask we find it much easier to control and it gives our customers a much more professional feel when completing the surveys. The feedback we’re receiving is allowing us to target ‘soft-skill’ training to the right technical staff, ensuring the support experience for our customers is second to none,” Tomlinson added.

The new technology includes a number of customer satisfaction surveys that can be deployed by service providers within the Autotask cloud. After the deployment, the survey results are aggregated to deliver the most current and accurate customer satisfaction performance benchmarks.

Including different response types such as free-form, multiple choice, yes-no or 1-5 ranking, it also allows the creation of survey templates. Using the built-in HTML editor, the surveys can be formatted. Bob Godgart, Autotask CEO, assured that the company will introduce more new technologies, which will enable optimized peer-to-peer collaboration and communication through Autotask.

Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.

Edited by Juliana Kenny

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