10%
increase in CSAT scores
20%
increase in total customer lifetime value
30
second decrease in average call time
5,000
Case Study
Citrix Systems
At a glance
To modernize its service process, Citrix Online selected Simplus to consolidate customer information stored in different applications across the company in Service Cloud.
The Challenge
Citrix Online’s 80 global support agents provide first- and second-level support 24/7 to hundreds of thousands of eCommerce and corporate customers while fielding 10,000 calls and 9,000 emails each week. To modernize its service process, Citrix Online wanted to consolidate customer information stored in different applications across the company in Salesforce.com’s Service Cloud. Citrix's goals included standardizing practices, customizing and deploying Service Cloud to account managers and support teams division-wide, implementing one consistent and flexible integration solution for Sales Cloud, consolidating data on customers with multiple products, creating new fields to capture customer interaction and marketing details, making it more seamless to generative divisional reports, and increasing operational efficiencies and IT savings across the board.
About Citrix Systems
Citrix Systems (NASDAQ: CTXS) develops products that allow anyone in the world to work and play from anywhere. The company is at the forefront of the movement to help information technology evolve from the traditional distributed computing model to a simpler, service-oriented model that supports user choice, agility, and growth.
Headquarters: Fort Lauderdale, FL
Website: www.citrix.com
The Outcome
After partnering with us, Citrix saw dramatic improvements and achieved ROI in just six months:
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