Case Study

Citrix Systems

“Simplus helped us integrate all of our assets and user information in Service Cloud, so our reps now have 360-degree customer views.”

Tim Maskrey | Program Manager, Citrix Online

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.

Services Provided

Implementation Services | Advisory Services |Custom Configuration | Change Management

The Challenge

Leveraging Service Cloud for Faster, More Effective Customer Service

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
action container conveyor
action container conveyor

The Citrix Online division’s 80 global support agents provide first- and second-level support 24/7 to hundreds of thousands of e-commerce 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
We can now offer faster, more effective and more efficient service.

Nicole Smith, Program Manager, Citrix Online

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
Industry: Technology
Website: www.citrix.com

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.

Nicole Smith, Program Manager, Citrix Online

The Outcome

After partnering with us, Citrix saw dramatic improvements and achieved ROI in just six months:

10-Percent

increase in CSAT scores

20-Percent

increase in total customer lifetime value

30

second decrease in average call time

5000-2

minutes saved per week