Google SketchUp Cuts Support Costs by $250,000 and Drives New Sales with Camtasia Studio
Benefits realized:
- Support costs slashed by $250,000 per year
- Increased sales
- Increased customer satisfaction
Google SketchUp 3D modeling software was originally developed by @Last Software, Inc., a small company with a limited training and support budget.
SketchUp was created to put 3D modeling into the hands of the masses. To reach the mainstream, @Last needed to show off the software's unique interface to potential customers and support users who might not be trained architects or designers.
Screen Recorder Converts Cost Sink Into Profit Center
With Camtasia Studio, @Last Software was able to turn a traditional cost sink into a profit center! Flash video tutorials created by internal sales and support staff slashed the company's support costs while increasing customer satisfaction.
“Because Camtasia Studio is so flexible and easy to use, when our support staff tells me they have been asked the same question by several callers, I just fire up Camtasia Studio and create a video that we can post to our site and our online forums,” said Mark Carvalho, Windows Product Manager for @Last Software. “This eliminates many calls altogether and allows our people to cut many more calls short by referring customers to our website. Not only are we saving $250,000 annually in hard costs, our customers appreciate the empowerment of self-service and the convenience of having reference videos they can watch repeatedly.”
What's more, the company discovered that the Flash video tutorials posted on their website brought in new customers!
“Camtasia Studio is an incredibly appealing and powerful solution that we depend on to market our software,” said Sara Strebe, @Last director of marketing. “SketchUp video tutorials are the leading way that customers learn about our product. Our customers have actually told us the SketchUp video tutorials are the best experience they've ever had learning software.”
As a Google product, SketchUp is being used today to model entire cities for Google Earth. Its creators can feel great about having put 3D modeling into the hands of the masses. And we feel great knowing Camtasia Studio is still the screen recorder behind SketchUp's excellent tutorial videos!
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