TechValidate Research on Citrix Services

Introduction

This case study of ConoScenza is based on an August 2016 survey of Citrix Services customers by TechValidate, a 3rd-party research service.

Challenges

The business challenges that led the profiled company to evaluate and ultimately select Citrix Services:

• Took an education course for the following reasons:
  • Increase their knowledge of Citrix technology
  • Prepare for a certification exam
  • Further their career
  • Meet partner requirements

Use Case

The key features and functionalities of Citrix Services that the surveyed company uses:

• Uses the following Citrix products:
  • XenApp
  • XenDesktop
  • Provisioning Services (PVS)
  • XenServer
  • XenMobile
  • NetScaler
  • ShareFile

Results

The surveyed company achieved the following results with Citrix Services:

• Realized the following benefits from taking a Citrix Education course:
  • Increased job satisfaction
  • I became less likely to leave my employer

• Realized the following outcomes through earning their Citrix Education exam certification:
  • Increased productivity at work

• Took 0-3 months to apply the skills learned in their Citrix course.

• Received the most value in the following areas of Citrix training:
  • Hands-on labs
  • Talking to an expert instructor
  • Reading training content online

• Experiences the following benefits to their Citrix environment after attending Citrix Education courses.
  • Deeper understanding of the causes of issues in their environment
  • Faster resolution of issues in their environment
  • Implementation of additional Citrix features and functionality
  • Stronger architecture of their environment
  • Better integration with non-Citrix software

Introduction

This case study of a large enterprise health care company is based on a July 2014 survey of Citrix Support customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

• Has solved the following challenge by using Citrix Support:
  • Solve issues efficiently and effectively

Use Case

• Uses the following Citrix Support services:
  • Enterprise Support
  • Technical Relationship Management (TRM)
  • Online support or Self-service
• Has the following Citrix products:
  • XenApp
  • XenDesktop
  • NetScaler

Results

• Rated their experience with Citrix Support as superior compared to other technical support experiences.
• Rated the simplicity or ease of engaging and doing business with Citrix Support as superior.
• Resolved issues 3x faster with Citrix Support compared to most other IT providers.
• Finds that Citrix Support Self-help Resources (eDocs, articles, bulletins, forums, etc) differentiate from other self-help support experiences in the following way:
  • Makes it easier to search and find solutions
• Citrix Support adds value to their organization in the following ways:
  • Appreciated how invested Citrix is in their success
  • Resolved issues faster due to superior technical expertise
  • Found creative solutions for their business
  • Consistently met commitments
  • Improved efficiency and effectiveness of their own technical team
• Rated Citrix Technical Relationship Management (TRM) Services as superior compared to similar offerings from IT Providers.