TechValidate Research on Citrix Customer Success


Citrix Services Case Study

Medium Enterprise Government Company

Introduction

This case study of a medium enterprise government company is based on a July 2019 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.

“Getting a tough upgrade of Endpoint Management completed.”

Objective

  • Renewed their subscription with Citrix Customer Success Services (CSS) Priority because it helps them:
    • Obtain greater product value
    • Proactively maintain and improve environment performance
    • Augment staff with access to technical experts

Use Case

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

  • The CSS Priority benefits that have provided the most value to their organization are:
  • Technical Account Manager
  • Priority Queue
  • As a result of their CSS Priority subscription, have been able to:
    • Accelerate issue resolution through expert troubleshooting guidance with Priority Queue
    • Optimize environment and mitigate risk of known supportability and security vulnerabilities and reduce costs with proactive insights and services from Environment Review and Quarterly Business Reviews
  • Results

    The surveyed company achieved the following results with Citrix Services:

    • not involved in the renewal of their CSS Priority subscription.
    • Finds CSS Priority feature benefits superior compared to other technology vendors.
    • Improved the following since upgrading to CSS Priority:
      • success rate of change events: significantly improved
      • issue acceleration, resolution and minimize downtime: significantly improved
      • optimize environment and reduce costs: significantly improved
      • realize business success measures and accelerate adoption: significantly improved
    • Agrees with the following:
      • Their CSS Priority subscription helps them achieve their business goals faster and maximize the return on their investment
      • Their CSS Priority subscription helps them increase productivity, minimize downtime and reduce IT costs
      • Their CSS Priority subscription helps them accelerate adoption, minimize risk and maximize the value of their Citrix solution
    • Realized value from their CSS Priority subscription immediately.




    About This Data

    This data was sourced directly from verified users of Citrix Customer Success by TechValidate.

    TechValidate verifies the identity and organizational affiliation of all participants that contribute to published research data. When research participants so desire, we also guarantee their anonymity so that they may share information honestly and freely.


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