EnSiteUSA Gets Fast and Accurate Answers with IMAGINiT Priority Support

Customer Challenge

“Our civil engineers support upstream, midstream, downstream, transmission, and renewables customers across the United States,” said Todd Arms, Vice President, Information Technology, EnSiteUSA. “They need to focus their attention on listening to customers, understanding their challenges, and quickly addressing those challenges with the right solutions.”

Project Goals

“Part of my role is to ensure our teams have the technology they need to deliver projects on time and on budget. When designers have questions about the software or when it isn’t working correctly, they contact our EnSiteUSA help desk. We get them prompt, accurate answers to reduce downtime and prevent delays that frustrate our team and our customers.” said Todd.

Solution

Priority Support is an annual support offering that provides phone, email, and online access to a dedicated team of IMAGINiT experts that guarantee a response within four business hours. They answer software workflow questions, help with common setup and installation challenges, and troubleshoot complex issues. Serving as the liaison between EnSite and IMAGINiT, Todd forwards requests from his designers to IMAGINiT, and a support expert responds directly to the designer. “This approach ensures that we appropriately track support requests and identify trends in software issues or training needs,” said Todd.

Business Outcome

“We contact the IMAGINiT support team about once a week,” said Todd. “Because they know our company, our systems, and our people, they can jump right into problem solving. And because they are experts in Autodesk software, are excellent communicators, and use screen-sharing to walk through workflows, we know the solutions they provide are correct.”

Conclusion

“The value of our relationship with IMAGINiT extends beyond our immediate support needs,” said Todd. “As our business evolves and we consider additional software, training, and support, we know we can turn to IMAGINiT for recommendations that address our specific needs.”

Project Summary

Delivery Date

2020-12-03

Project Duration

365 days

Autodesk Solutions

Civil 3D

Services Provided

Customer Industry

Oil & Gas

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