Original Research on Citrix Customer Success

Case Study: Medium Enterprise Energy & Utilities Company

Introduction

This case study of a medium enterprise energy & utilities company is based on a June 2014 survey of Citrix Worldwide Consulting and Education customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

“Hands on experience with subject matter experts is the way to go.”

Challenges

Attended a Citrix Education course:
- To increase their knowledge of Citrix technology and become more effective
- To prepare for a certification exam

Use Case

Uses the following Citrix products:
- XenApp
- NetScaler

Results

Became more productive after attending a Citrix Education course.
Became more effective after attending a Citrix Education course.
Experienced the following benefits as a result of Citrix Education courses:
- Reduced implementation time
- Reduced escalation calls to Citrix

Citrix Services Customer Testimonial

Citrix Education has allowed me to gain deep insight into best practices for our current Citrix products and has assisted me in building our next Citrix environment.

— IT Systems Analyst, Educational Institution

Case Study: Non Profit

Introduction

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

Challenges

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

Use Case

Uses the following Citrix Support services:
- Technical Relationship Management (TRM)
- Online support or Self-service
Has the following Citrix products:
- XenApp
- 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:
- Makes it easier to search and find solutions
- 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
- 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.

Citrix CMB-300 Customer Research

How quickly were you able to use the skills you learned in the course into a real-world environment?

Immediately: 58%

Within a month: 16%

Within three months: 12%

I haven’t been able to use the skills I learned in the course yet: 14%

Citrix Services Customer Research

What are the following benefits you realized from Citrix Support?

24x7x365 unlimited worldwide support	67%
Access to product experts	64%
Support tools and knowledge resource access	57%
New product features, updates, enhancements and fixes	45%
Peace of mind for your IT Staff	37%
Replacement of malfunctioning appliances (hardware only)	15%

Citrix Services Customer Statistic

79% of customers agreed: “Citrix Tech Support is a must for any transformative IT deployment.”

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

Case Study: Medium Enterprise Energy & Utilities Company

Introduction

Challenges

Use Case

Results

Company Profile

About Citrix Worldwide Consulting and Education

Case Study: Non Profit

Introduction

Challenges

Use Case

Results

Organization 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.