Autodesk Chooses Knowledge Tool Solution from Knowlix Corp; Award Winning Help Desk Purchases iKnow Software.
Autodesk selected iKnow software to help reduce costs associated with increasing call volume and new employee training and mentoring.
"We are delighted that our technology was chosen by a visionary leader in the industry," said Paul Ahlstrom, president and chief executive officer of Knowlix Corp. "We believe our software will address Autodesk's current help desk challenges."
The help desk will use iKnow knowledge tools to capture the knowledge and experience of its senior analysts, and then use that support knowledge to help train new technicians more quickly. The company also chose iKnowWeb(TM) software to help employees solve their own problems by accessing the knowledgebase over the Web.
"The Autodesk Assistance Center has built its reputation on process and the use of technology," said Kevin Clark, help desk manager at Autodesk. "Knowlix has provided us with a knowledge solution that will allow us to improve on both of those principles."
The Autodesk installation of iKnow software and the Remedy(R) AR System was implemented by Service Management International. The leading knowledge integrator was searching for a solution that would keep Autodesk at the cutting edge for the foreseeable future.
"The Knowlix implementation at Autodesk helps bring down the barriers to adding knowledge management into support operations," said Coby Dunn, VP of business development at SMI. "Now help desk managers can easily and seamlessly integrate knowledge tools and support management tools without having to re-invent their existing processes."
Critical to success was the integration of iKnow software with Remedy's AR System. This integration, which was completed in a two-day period, enables help desk analysts to access the knowledgebase from within the Remedy application. This way, analysts can search for the correct answer and post that answer in the AR System without ever leaving their workflow. In addition, while in Remedy, technicians can author new knowledge real-time, if a solution doesn't already exist.
At the outset of the installation, Autodesk converted its legacy data into a knowledgebase using iKnowBuilder(TM) software. The company is using iKnow software to capture the knowledge that previously existed only in the heads of its seasoned employees. Autodesk will use that newly created knowledge to help train new employees. About Autodesk Inc.
Autodesk is the world's leading supplier of PC design software. The company's 2D and 3D products are used in many industries, including architectural and mechanical design, mapping, managing spatial data, film and video production, video game development and Web content development. The fourth largest PC software company in the world, Autodesk has over three million customers in more than 150 countries.
For more information, please visit the Autodesk Web site at www.autodesk.com. Autodesk shares are traded on the NASDAQ national market under the symbol ADSK. About Knowlix Corp.
Knowlix makes affordable knowledge tools for internal help desks and external support centers. The iKnow(TM) family of software from Knowlix integrates seamlessly with the workflow so technicians can execute a search and post a solution without leaving their support management system. Built on mature technology, iKnow software lets users access multiple knowledgebases simultaneously and create new knowledge real-time for immediate searching.
Plus, iKnow software delivers fast access to relevant knowledge by searching prepackaged knowledgebases. For more information, visit www.knowlix.com or call 800/733-2019.
Note to Editors: Knowlix, Knowlix Corp. and iKnow are trademarks of Knowlix Corp. All other companies, products or services are trademarks or registered trademarks of their respective owners.
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|Date:||Sep 21, 1998|
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