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Delivering Customer Success Through a Strong Partnership with Red 9

Delivering Customer Success Through a Strong Partnership with Red 9

Customer challenge

Based in Loughborough, Leicestershire, Red9 Consultancy offers cutting-edge production tools, rigging systems, bespoke workflows and support to the animation industry. To carry out its work, it makes use of all the content creation tools that are currently available in the Autodesk Maya toolset. The company uses Autodesk Maya for the ultimate technical animation support network for their clients. Their services include bespoke rigging including facial rigging and developing tailored Maya workflows as well as support and training. However, Red9 Consultancy also leverages Maya as a foundation for their production pipeline tools which are available to purchase via subscription for all studios to benefit from. The team at Red9 recognised that it needed to select a competent partner within the Autodesk Channel to provide supporting services, new technology awareness and learning and development activities as the team and its customer base grows.

Project goals

Red9 Consultancy buys software in a specific way. Rather than being made available across the company, software budgets are tied to each individual user. So, when a new user joins, they get a specially-assigned budget to help them build their own ‘design machine’. These machines typically incorporate high-end specialist hardware, and they are often configured with a complex mix of software. The budget assigned by Red9 Consultancy to new users comprises both hardware and Autodesk design software. As a result, it is vital that there is a process in place to ensure that the initial investment is optimised and delivers the best possible performance and value for money. The overall goal was to make this process robust, with the minimum of delays once a new team member was identified, as well as delivering the best possible solution based on the available technology.

Solution

The two companies have established a strong relationship based on trust and expertise, managed through Cadline’s approach to nurturing customer success. Cadline plays a critically important role in bringing the software into the organisation and then in supporting it. While it is Red9 Consultancy’s CEO and Co-Founder Mark Jackson who asks each new recruit to the team which software solutions they would like to implement, Cadline helps to deliver it for each individual member of the team and provides complementary services and support. Importantly, the support Cadline provides the new team member means that they become integrated into the team in the shortest time possible.

Business outcome

Both companies work closely together as part of a collaborative process that highlights the strong level of trust that Red9 Consultancy has placed in Cadline. Red9 Consultancy’s Mark Jackson said: “Cadline fully understands what we are looking to achieve as a business and how we structure ourselves to achieve it. They have in-depth expertise in the Autodesk software and in the way it is licensed. They understand how you can best cascade elements of the Autodesk software and they are always able to provide us with relevant advice and consultancy”. “My job would be much harder if Cadline were not as supportive as they are. It is testament to Cadline’s efficiency that new users are typically up and running on their new software packages in two days flat. I like the relationship we have with Cadline. It is like having an extension of our in-house team.”

Conclusion

In the future, the prognosis for the partnership between Cadline and Red9 Consultancy continues to look bright. The company continues to expand rapidly with new toolsets and extensions being added to the Red9 product family. As Mr. Jackson states: “We are looking forward to building the relationship with Cadline to help support this planned growth. Resourcing will be a key part of that growth and thanks to Cadline, the onboarding process is much smoother than it was. There is now this constant process of checking, doing, reviewing and redoing, where necessary. Both Cadline and Red9 Consultancy have bought into this. That’s further evidence that the partnership we have with them will only get stronger over time.”

Project summary

    Duration & delivery

  • 100
  • 2021-12-02

    Autodesk solutions

  • Maya
  • Media & Entertainment Collection

    Services provided

  • Business Transformation Services
  • Virtualization
  • Cloud Migration
  • Collaboration & Productivity
  • Solution Optimization Services
  • Design Visualization
  • Rendering & Animation
  • Solution Adoption Services
  • Technical Support
  • Product Activation & Onboarding
  • Customer Success Management
  • Product Training

    Customer industry

  • Media & Entertainment
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