The Autodesk Construction Cloud (ACC) support team understands the value of managing complex processes from a single source of truth. This team supports products that help the construction industry connect workflows, teams, and data across the entire project lifecycle — enhancing collaboration and efficiency. Used by leading construction firms worldwide, ACC enables teams to manage documents, track progress, control costs, and ensure quality. By integrating all aspects of construction management, the platform helps users deliver projects on time and within budget.
Autodesk acquired BuildingConnected and PlanGrid in 2018 to augment their existing product capabilities. The BuildingConnected and PlanGrid support teams operated independently until they merged into the larger Autodesk support team. This team continued to assist the existing customer base and expanded to support the launch of the new ACC platform in early 2021. As the team grew to manage nearly a dozen product workflows under the ACC umbrella, it became clear that relying on spreadsheets for workforce management (WFM) was no longer feasible. A robust WFM solution was needed to keep pace with ACC's expanding operations.
Finding a WFM built for the entire team
The ACC support team’s goal was to improve the customer experience by ensuring that staffing across its various products and various modes of communication (chat, email/web form, outbound phone) was as accurate as possible. An equally important sub-goal was finding a WFM that would provide a great experience for the agents who would use it daily. The team had grown to over 65 agents (and counting) and needed technology to support them while they continued to scale.
Partnering with a vendor that would help us deliver a world-class experience for our customers was top priority. Since happy employees foster happy customers, we ultimately chose Assembled for its agent-centric user experience and ease of use. The Autodesk Construction Cloud support team especially liked that Assembled did not require a steep learning curve to navigate and that it was intuitive and empowering for both agents and managers to use.”
Jessica Bright, Customer Support Manager
Right away, the team was able to save time they used to spend in spreadsheets and operate more efficiently. This allowed managers to focus on real-time performance monitoring and coaching with their agents.
The ACC leadership team firmly believed that the path to improving the customer experience via Assembled would start with schedule adherence. Wanting nothing but the best for its customers, the ACC support team set an initial adherence KPI of 85% (5% higher than Assembled’s guidance of 80% as the industry standard in SaaS) and eventually pushed it to 90%. Once they achieved this goal, the ACC team looked for opportunities to further optimize scheduling in Assembled.
Co-building WFM to scale with Autodesk’s evolving needs
Just as the Autodesk Construction Cloud support team is a trusted partner to its customers, it is a trusted partner and beta tester for core platform improvements in Assembled. A great example of this is the ACC support team’s role in shaping Assembled’s seasonal forecasting model. Construction is a seasonal business, making the ACC support team an ideal first user. The team was open to beta testing and provided invaluable feedback that was instrumental in fine tuning the model — which is now widely used by many Assembled customers.
This trusted partnership and willingness to co-build goes both ways. At the end of 2022, the ACC support team approached Assembled with a proposal to create specializations across its customer support organization.
The team’s initial setup, which involved cross-training agents on up to 11 different products, was causing challenges with staffing and productivity measurement. Each product had its own queue, and agents were counted as partial headcounts in multiple queues, requiring manual over-staffing. This complicated tracking and required extra work to manage forecasting accurately.
To address the ACC support team’s scheduling needs, Assembled got on a plane and met with the team onsite to map out a comprehensive specialization strategy. For the next two months, experts from Assembled’s solutions team conducted bi-weekly sessions with the ACC support team to pressure-test the new setup until it met all requirements.
Ultimately, this effort delivered better customer and employee experiences while unlocking more accurate forecasting for staffing requirements and deeper productivity metrics.
By working with Assembled as our partner, we have built a system that can scale and adapt. The implementation of Assembled was one of the largest transformation programs in the history of our team and was also one of the most successful in all its phases from launch until now. We were managing scheduling manually in excel, and then we stepped into this innovation mode to improve the employee experience and, of course, the customer experience. Our support team, comprised of changemakers, pushed boundaries and exceeded industry standards. We partnered with the Assembled team as trusted partners, and it worked out amazingly well. Our shared vision for workforce management helped us achieve both our long-term and short-term goals. I’m looking forward to seeing how AI will be infused into Assembled and how our team can leverage that.”
Caroline Moore, Senior Manager, Customer Support
Maximizing staffing resources to ensure customers can get help as quickly as possible is of utmost importance to the ACC team. As the team became more adept at using Assembled to adjust scheduling to drive more positive customer experiences, the team was able to reduce average chat wait time by 40%.
Partnership over vendorship
The collaboration between the Autodesk Construction Cloud support team and Assembled exemplifies the impact of partnership over vendorship. By actively engaging with the team as a true thought partner and co-builder, Assembled was able to understand the unique challenges the ACC support team faced and helped them achieve their goals. As a result, the ACC support team overcame staffing complexities, streamlined operations in a dynamic environment, and significantly enhanced both customer and employee experiences. The Autodesk Construction Cloud support team and Assembled are in a prime position to expand this partnership to other pillars throughout the global support organization.
Looking ahead with Case Lifecycle
In the spirit of partnership, the ACC support team volunteered to beta test Case Lifecycle — a new data model that breaks cases down into individual "units of work," such as transfers, escalations, pauses, re-opens, and resolutions. With agents split into two tiers and a product suite with varying levels of complexity, the ACC support team is a perfect candidate for Case Lifecycle.
Prior to Case Lifecycle, the team struggled to track precisely how many cases were being transferred from the tier 1 team to the tier 2 team and, in some instances, back to the tier 1 team for a follow-up with the customer. But now, the team can monitor the transfer rate for each representative, gaining insight into the workflow for these tickets. This data helps set benchmarks for improving the customer experience for transferred cases. With the ability to analyze the number of actions agents take to resolve issues at the product level, the team can better forecast across its product suite.
With Assembled’s Case Lifecycle data model, the ACC support team now has accurate volume metrics in Assembled. The alignment of data between Assembled and Salesforce allows the ACC support team to confidently move toward using Assembled as its single source of truth for reliable information.
Looking ahead, the ACC support team is excited about the continued improvements and deeper insights that Case Lifecycle will bring. With Assembled as a steadfast partner, the team is well equipped to tackle future challenges and continue delivering exceptional support to Autodesk Construction Cloud customers.
