Case Study: Atrenta achieves scalable, efficient support and higher customer satisfaction with Agiloft's SaaS portal

Semiconductor Design Firm Revamps Customer Portal

Atrenta, a leading provider of Early Design Closure solutions for IC design with over 150 customers (including the world’s top 10 semiconductor companies), faced growing support demands as the company expanded from roughly 50 to 300 employees. Their email-based support and manual Excel syncing with a separate bug-tracking system led to missed issues, no centralized portal for downloads, documentation and training, and a lack of metrics to manage and improve the support operation.

Atrenta deployed Agiloft’s hosted SaaS customer portal, integrating ticket management with its bug-tracking tool and adding self-service downloads, documentation, searchable FAQs and training resources. Launched in March 2009, the solution eliminated missed issues via automation and escalation, improved customer satisfaction and account management, provided actionable reporting, scaled from 800 to 1,400 users, and handled ticket growth (250→450) while support headcount rose only from five to seven.

Atrenta

Manoj Bhatnagar

Senior Director of Product Quality and Customer Satisfaction