Original Research on Citrix Customer Success

Citrix Services Case Study

Sagenet

Introduction

This case study of Sagenet is based on a July 2019 survey of Citrix Services customers by TechValidate, a 3rd-party research service.

“They assisted in keeping the environment online promoting more uptime.”

Challenges

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

Find the CSS Select feature benefits superior compared to other technology vendors.

Use Case

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

Would renew their subscription with Citrix Customer Success Services (CSS) because it helps:
- Proactively maintain and improve environment performance
- Minimize downtime
- Increase productivity
- Augment staff with access to technical experts
The CSS Select benefits that have provided the most value to their organizations:
- 24/7/365, unlimited technical support
- Citrix App Layering
- Select eLearning subscription
Improved the following with their CSS Select subscription:
- IT costs and product value: greatly improved
- environment performance and downtime: improved
- readiness and adoption: significantly improved
- augmenting staff with technical experts: significantly improved
- business growth and productivity: greatly improved

Results

The surveyed company achieved the following results with Citrix Services:

involved in the renewal of their CSS Select subscription.
Agrees with the following:
- Their CSS Select subscription helps them achieve their business goals faster and maximize the return on their investment
- Their CSS Select subscription helps them increase productivity, minimize downtime and reduce IT costs.
- Their CSS Select subscription helps them accelerate adoption, minimize risk and maximize the value of their Citrix solution.
Realized value from their CSS Select subscription immediately.

Citrix Consulting Customer Research

What products did Citrix Consulting provide consulting or services on for your organization?

NetScaler	73%
XenApp	60%
XenDesktop	54%
XenMobile	20%
Cloud Platform Solution	5%

Partners Services

Did you leverage a Citrix Partner to provide consulting/professional services for your organization?

Yes, we used a Citrix Partner	64%
No, we did not use a Citrix Partner	33%

92% rate Citrix Support “great” or better than others

92% of surveyed customers would rate their experience with Citrix Support as great or better compared to other technical support experiences.

Citrix Partners Customer Testimonial

Our Citrix Partner helps us fill the gaps of knowledge that we do not yet have in-house.

— IT Specialist, Large Enterprise Health Care Company

Case Study: Large Enterprise Health Care Company

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.

“Due to the size of the farm I manage, we often need private fixes.”

Challenges

Has solved the following challenges by using Citrix Support:
- Solve issues efficiently and effectively
- Resolve complex issues with a specialized use case
- Gain consultative advice for technical issues

Use Case

Uses the following Citrix Support services:
- Enterprise Support
- Premier Support
- Software or Appliance Maintenance
- 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 world class compared to other technical support experiences
Rated the simplicity or ease of engaging and doing business with Citrix Support as world class
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 ways:
- Has better technical depth
- Has more relevant content

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

TechValidate Research on Citrix Customer Success

These pages present data that TechValidate has sourced via direct research with verified customers and users of Citrix Customer Success. TechValidate stands behind the authenticity of all published data. Learn more »

About TechValidate Research

Featured Research Collections for Citrix Customer Success

Selected Research Highlights

Sagenet

Introduction

Challenges

Use Case

Results

Company Profile

About Citrix Services

Partners Services

92% rate Citrix Support “great” or better than others

Case Study: Large Enterprise Health Care Company

Introduction

Challenges

Use Case

Results

Company Profile

About Citrix Support

More to Explore

About Citrix Customer Success

Your success isn’t just about keeping systems up and running — it’s about maximizing the value of your investment and achieving your business goals. Our Customer Success programs combine always-on support, expert guidance, and unrivaled training, all with one goal in mind: your success.