Citrix
announced today customer productivity gains of up to 50 percent through
use of its cloud-based integrated support toolset, GoToAssist.
The GoToAssist toolset combines Remote
Support, Service
Desk and IT
Monitoring in one easy-to-use interface to simplify IT support and
deliver amazing customer service experiences. GoToAssist
Service Desk, newly added to the toolset in October 2012, has
already received three industry awards. To recognize the product’s
one-year debut, the company is offering a free
60-day trial of GoToAssist Service Desk.
Productivity, Scalability, Ease of Use
In a recent survey conducted by Citrix, GoToAssist customers reported
increases in productivity ranging from 30 to 50 percent, with nearly all
respondents (more than 90 percent) reporting significant work day
efficiencies using one, two, or all product modules. These gains
included supporting 50 percent or more new users; reducing the number of
software installs at remote offices by 70 percent; and reducing the
number of support requests by 60-75 percent through improving
self-service capabilities. Top reasons for choosing Service
Desk included better support for growing workforces, need for an
integrated solution, and preference for an easy-to-use, intuitive tool.
“We’ve integrated three critical support tools to enable IT to easily
and cost-effectively stay ahead of the demands of a consumerized and
mobile world,” said Elizabeth Cholawsky, VP/GM IT Support and Access
Lines of Business, SaaS Division, Citrix. “Productivity improvement is
one of the primary reasons customers choose GoToAssist, and the best
validation has been the amazing customer feedback we have heard in just
the first 12 months. Today’s IT professionals have a very difficult
challenge and we will continue to work closely with our customers to
help them achieve their business goal – productivity efficiencies,
better workflows and optimization of existing infrastructure.”
Customer ROI
“Using GoToAssist Service Desk and its knowledge-base capability, we
have reduced the number of support requests by 60-75 percent by enabling
our customers and partners to solve many issues through self service and
find answers to questions on their own. We’ve also reduced support
response times by 50 percent through better documentation and tracking.
We don’t think we could live without GoToAssist Service Desk.” ‒
André Corriveau, Co-President, Product Management, Cogiscan, Inc.
“With the efficiencies that GoToAssist Service Desk provides, I
anticipate revenue growth exceeding 300 percent this year alone, while
keeping my costs fairly static.” ‒ Mike Simpkins, Owner and
Systems Engineer, Rock Creek Solutions
“In order for us to continue growing our business and service our
customers responsively, our team needs to be efficient without taking
time to relearn how to fix things. Each time the phone rings, one of our
team members obtains some knowledge, but it’s key to reuse that
knowledge. With GoToAssist, we can record and save our service desk
sessions, enabling us to retain knowledge and share it. GoToAssist has
saved us hundreds of hours of time and increased response time by 50
percent.” ‒ Lee Wrall, Founder and Managing Director, Everything Tech
“Using GoToAssist, we have been able to support over 50 percent more
users and have been able to reduce new software installs at the remote
offices by 70 percent. With Service Desk, the team can track cases by
user and by support representative. We can monitor the status of
inquiries using an assigned ticket number. Integration with Remote
Support makes it easy to launch a session from Service Desk.” ‒ Jason
Jones, Information Technology Manager, Solar Transport
"Using GoToAssist Service Desk, I have been able to shave 30 minutes to
one hour off, on average, for every request. The integration of
GoToAssist Remote Support and Service Desk also provides the flexibility
to open a ticket and then launch a support session, or the reverse – if
I’m on a session and want to investigate further, I’ll open a ticket.
When tools just work together, all in one easy interface, I’m getting
more done – easier and faster.” ‒ Thomas Papantonis,
President, MLP Technologies - M L P Holdings, Inc.
GoToAssist Service Desk Touted as “Major Success”
In addition to customer feedback, the newest GoToAssist module, Service
Desk, has already received overwhelming, positive industry response
for the value it offers:
-
In Forrester Research, Inc.’s February 2013 “Market Overview: SaaS IT
Service Management Tools” report, Citrix was recognized as one of the
leading SaaS ITSM providers and its GoToAssist Service Desk product
was ranked as a “Major Success” for level of customer success.
-
Stevie American Business Award 2013: Gold
Stevie for Best New Product in the Software Category ‒ Systems
Management Solutions
-
Stevie
People’s Choice for Favorite New Product in the Software Category
Systems ‒ Management Solution Solutions.
-
Business Intelligence Awards: 2013
Product of the Year
Check Out GoToAssist and Meet Our Team at Fusion 13, TSW and
SpiceWorld
During the month of October, the Citrix GoToAssist team will be onsite
at several industry conferences, speaking to trends and challenges in
the support industry and offering demonstrations of the integrated
toolset. If you are attending these events, please come by. If you are
unable to attend, follow us @GoToAssist.
-
Fusion 13 IT Conference, Nashville, TN., Oct 20-23, 2013
-
Speaking Session: “The Service Desk 2.0: More Uptime in 2013 and
Beyond”
-
Monday, October 21, 3 p.m. – 4 p.m. ‒ Speaker: Elizabeth
Cholawsky, Citrix VP/GM
-
Booth 423
-
TSW Service Transformations Conference & Expo, Las Vegas, NV, Oct
21-23, 2013
-
Speaking Session: “Three Keys for Unlocking Service Excellence in
a World of Mobile Workstyles”
-
Tuesday, Oct. 22, 2 p.m. -3 p.m. ‒ Speaker: Stephen Smith, Citrix
Senior Technical Product Manager
-
Booth 27 and 28
-
SpiceWorld Conference, Austin, TX., Oct. 29-30, 2013
Related Links
Follow Us Online
About Citrix
Citrix (NASDAQ:CTXS) is the cloud company that enables mobile
workstyles—empowering people to work and collaborate from anywhere,
securely accessing apps and data on any of the latest devices, as easily
as they would in their own office. Citrix solutions help IT and service
providers build cloud, leveraging virtualization and networking
technologies to deliver high-performance, elastic and cost-effective
cloud services. With market-leading cloud solutions for mobility,
desktop virtualization, networking, cloud platforms, collaboration, and
data sharing, Citrix helps organizations of all sizes achieve the speed
and agility necessary to succeed in a mobile and dynamic world. Citrix
products are in use at more than 260,000 organizations and by over 100
million users globally. Annual revenue in 2012 was $2.59 billion. Learn
more at www.citrix.com.
For Citrix Investors
This release contains forward-looking statements which are made pursuant
to the safe harbor provisions of Section 27A of the Securities Act of
1933 and of Section 21E of the Securities Exchange Act of 1934. The
forward-looking statements in this release do not constitute guarantees
of future performance. Those statements involve a number of factors that
could cause actual results to differ materially, including risks
associated with the impact of the global economy and uncertainty in the
IT spending environment, revenue growth and recognition of revenue,
products and services, their development and distribution, product
demand and pipeline, economic and competitive factors, the Company's key
strategic relationships, acquisition and related integration risks as
well as other risks detailed in the Company's filings with the
Securities and Exchange Commission. Citrix assumes no obligation to
update any forward-looking information contained in this press release
or with respect to the announcements described herein.
The development, release, timing and combination of any features or
functionality described for our products remains at our sole discretion
and are subject to change without notice or consultation. The
information provided is for informational purposes only and is not a
commitment, promise or legal obligation to deliver any material, code or
functionality and should not be relied upon in making purchasing
decisions or incorporated into any contract.
Citrix and GoToAssist are trademarks of Citrix Systems, Inc. and/or
one or more of its subsidiaries, and are or may be registered in the
U.S. Patent and Trademark Office and in other countries. All other
trademarks and registered trademarks are property of their respective
owners.
Copyright Business Wire 2013