Business Boost: Twenty-six percent of customers who would have logged direct support requests are using the forums to find the answers they need, saving the company more than $5 million in 2011.
Autodesk is no newcomer to online communities. In fact, the global 3D design software company started offering online peer-to-peer support 15 years ago, and by 2010 had tens of forums serving its tens of millions of customers.
Despite this online presence, over the years Autodesk's involvement in its own forums was irregular, prompting a new strategy. "We determined the need to have a more consistent presence to engage in our communities," says Brian Kling, Autodesk's program manager for community and social media.