TechValidate Research on Citrix Services

Introduction

This case study of a small business 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 challenges by using Citrix Support:
  • Solve issues efficiently and effectively
  • Gain expertise to address an issue

Use Case

• Uses the following Citrix Support services:
  • Premier Support
  • Online support or Self-service

• Has the following Citrix product:
  • XenApp

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 way:
  • Makes it easier to search and find solutions

• Citrix Support adds value to their organization in the following way:
  • Resolved issues faster due to superior technical expertise
  • Improved efficiency and effectiveness of their own technical team

• Rated Citrix Technical Relationship Management (TRM) Services as significantly better compared to similar offerings from IT Providers

Introduction

This case study of a large enterprise health care company is based on an August 2016 survey of Citrix Services customers by TechValidate, a 3rd-party research service. The profiled company asked to have their name blinded to protect their confidentiality.

Challenges

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

• Uses Citrix Support to accomplish the following:
  • Solve for issues efficiently and effectively
  • For a specialized use case and a need to resolve a complex issue
  • For consultative advice for a technical issue

Use Case

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

• Uses the following Citrix Support service:
  • Software Maintenance
• Uses the following Citrix products:
  • XenApp
  • XenDesktop
  • NetScaler

Results

The surveyed company achieved the following results with Citrix Services:

• Would rate their experience with Citrix Support as world class when compared to other technical support experiences.

• Rates their experiences with Citrix Support as follows in each of the corresponding areas:
  • Knowledgable Support Representative: highly satisfied
  • Time to resolution: extremely satisfied
  • Update of case status: extremely satisfied
  • Availability of support: extremely satisfied
• Able to resolve issues no difference in speed with Citrix Support when compared to other IT providers.
• Realized the following benefits from Citrix Support:
  • Access to product experts
  • Peace of mind for their IT staff