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Industry giants deploy Citrix GoToAssist to enhance their technical-support services17 January 2005
"The most successful businesses realize the quality of technical support is one of the most influential factors driving customer loyalty," said Christine Tenneson, research analyst at IDC. "Attrition is not acceptable, given the high costs of acquiring new customers. Therefore smart businesses are seeking the best practices and technologies that enable them to achieve high levels of customer loyalty which in turn can deliver up to 20 percent to the bottom line."
Hosts More than 500,000 Citrix GoToAssist Sessions Per Month
Tracking hundreds of thousands of Citrix GoToAssist remote-support sessions every month, companies are reporting customer satisfaction ratings in the 90 percentile range. The service also enables technical support organizations to lower support costs by up to 50 percent based on its efficient technology design and model as a managed service for instant technical support.
"Citrix GoToAssist helps our support technicians get to the root cause of the problem faster," said Tony Riccinto, vice president of global support operations for Computer Associates. "With Citrix GoToAssist, our technicians are more productive because they can diagnose the issue more accurately, resolve the problem faster, and improve the customer's support experience."
Hour-long Calls Are Now Resolved in Seconds
With Citrix GoToAssist, companies can quickly escalate mission-critical technical support calls on the phone to securely and efficiently view, diagnose and solve problems online. In seconds, a technical support representative can, with customer permission, run diagnostics on the customer's desktop, download patches or update files in real time. The service enables a support representative to collaborate on an issue or provide instantaneous visual training. With Citrix GoToAssist, call times are shortened and issues are tracked to ensure complete resolution and customer satisfaction.
"Remote support is becoming increasingly important to companies seeking competitive advantage," said Brett Caine, president of Citrix Online. "With Citrix GoToAssist, companies are achieving the results that help drive greater revenue and profit."
Managed Service Provides Strong Security and Data Protection
Citrix GoToAssist provides companies with secure, highly-scalable and reliable connectivity to desktop applications, including non-Web-enabled legacy applications. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time.
The service incorporates strong security and complete data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption as standard protection for all sessions and enables compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Gramm-Leach-Bliley Act (GLBA).
About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (NASDAQ:CTXS), offers the leading Web-based access, support, and collaboration software and services. The division offers Citrix GoToMyPC(R), the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; Citrix GoToAssist(TM), the industry-leading remote support solution; and Citrix GoToMeeting(TM), the easiest, most secure and cost-effective solution for conducting online meetings. Citrix Online products are used by more than 10,000 companies worldwide, including Verizon Online, Siemens, Cablevision and Microsoft Business Solutions.
Source: Business Wire
All trademarks and copyrighted information contained herein are the property of their respective owners.
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