REVIEWER: Chris Johnson, programmer/analyst for Autodesk, Inc.
BACKGROUND: Autodesk first revolutionized the software industry in 1982 with the AutoCAD product, which introduced drafting on a PC. AutoCAD also paved the way for Autodesk technology leadership in industries such as building, infrastructure, manufacturing, media and entertainment, and wireless data. Today, Autodesk is a fully diversified software company that provides targeted solutions for creating, managing and sharing digital assets.
PLATFORMS: Autodesk runs TS Quality from Trillium Software in conjunction with Siebel customer relationship management (CRM) and business intelligence and Aprimo enterprise marketing management applications on the Windows platform, using the Trillium Software Data Quality Connector for Siebel. We process both single-byte and double-byte (Unicode) data through our deployment.
PROBLEM SOLVED: The Autodesk community includes more than 6 million users. With so many users spread across the globe, maintaining Autodesk's high standards for customer service is a constant and ever-changing effort. Language and cultural differences, along with a wide range of data sources, add to the challenge. Adding staff to manage CRM processes locally across all the regions where Autodesk is represented was an impractical and cost-prohibitive approach. We needed to invest in the right technology deployed across our global enterprise in order to provide a consistent, efficient view of process and ownership. We felt it was not enough to simply manage our customer data efficiently; we also wanted to ensure all our data was rendered in such a way as to add maximum value to the organization. Duplicated, inaccurate and incomplete data cost dollars, time and reputation. When data is accurate, it allows us to know as much about our customers as possible, provide them with the best service possible and generate greater revenue through stronger loyalty and the ability to better meet their needs. Because TS Quality provides better data, our extensive investment in CRM systems is able to achieve an even greater return on investment.
PRODUCT FUNCTIONALITY: Autodesk calls TS Quality from our Siebel CRM system in real time through the Trillium Software certified Data Quality Connector for Siebel and uses standard batch routines to feed Aprimo application. Data from 32 countries is parsed, standardized and normalized for use throughout our organization.
STRENGTHS: Our investment in TS Quality allowed us to simplify our CRM processes. Deploying TS Quality across our global enterprise means we have to purchase, support and manage fewer systems. We also have fewer vendor relationships to manage, which saves us time. By producing better data, our sales and marketing operations run more efficiently through a better understanding of our customers, which means we are better able to identify opportunities for cross-selling, upgrading and up-selling our products within our customer base. TS Quality also allows us to be more focused with our customer communications and integrate customer data with our marketing and mail house more cost-effectively.
WEAKNESSES: Because of the depth of functionality available within the product, TS Quality can be somewhat challenging for the novice user to tune precisely to obtain the best results.
SELECTION CRITERIA: Measurable improvement to specific business processes was a prerequisite for the selection of any data quality product and the reason Autodesk selected Trillium Software. Support for the data types and countries/languages with which we work was also a necessity. Trillium Software's support for Unicode-enabled processing as well as improving both single- and double-byte data was a bonus. The clincher for Autodesk was the ability to customize TS Quality. While meeting our specific and immediate needs was the first qualifier, we also wanted to invest in a product that would allow us to meet our future data quality needs.
DELIVERABLES: The ability to customize various functions of TS Quality and measure the results of our efforts means we can do specific tasks more efficiently, and we are able to identify ways to improve those processes on an ongoing basis. This is particularly important when operating a global enterprise.
VENDOR SUPPORT: Trillium Software's customer support infrastructure has been invaluable from the beginning. They are invested in our success and have worked with our worldwide IT staff to ensure successful implementation across the organization.
DOCUMENTATION: The TS Quality uses embedded documentation as well as hard-copy manuals. We have found that this feature is sufficient to meet our needs.
Trillium Software, a division of Harte-Hanks
25 Linnell Circle
Billerica, MA 01821
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