To modernize its service process, Citrix Online tapped Simplus to consolidate customer information stored in different applications across the company in Service Cloud.
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, and field 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:
We can now offer faster, more effective and more efficient service.
After partnering with Simplus, Citrix saw dramatic improvements and achieved ROI in just 6 months:
increase in CSAT scores
increase in total customer lifetime value
second decrease in average call time
minutes saved per week
One of the key pillars of our company is “be customer driven.” Simplus helped us integrate all of our assets and user information in Service Cloud, so our reps now have 360-degree customer views. Since completing the project, customer satisfaction has increased.
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
Industry: Technology
Website: www.citrix.com
