10%
increase in CSAT scores
20%
increase in total customer lifetime value/h4>
30
second decrease in average call time
5,000
Case Study
Citrix Systems
At a glance
To modernize its service process, Citrix Online tapped us to consolidate customer information stored in different applications across the company in Service Cloud.
The Challenge
The Citrix Online division’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.
Goals included the following:
Standardize practices, customize, and deploy Salesforce Service Cloud to account managers and support teams division-wide
Implement one consistent and flexible integration solution for the Sales Cloud
Consolidate data on customers with multiple products
Create new fields to capture customer interaction details and marketing information
Make it faster and easier to generate divisional reports
Increase operational efficiencies and IT savings
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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