TechValidate Research on Citrix Customer Success


Case Study: Fortune 500 Insurance Company

Introduction

This case study of a Fortune 500 insurance company is based on a August 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.

“I have been able to track down detailed technical information much more quickly than Internet searches, forum browsing and colleague quizzing. The speed with which I get detailed information is outstanding.”

Challenges

  • Has solved the following challenges by using Citrix Support:
    • Solve issues efficiently and effectively
    • Gain expertise to address an issue
    • Gain consultative advice for technical issues

Use Case

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

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 world class.
  • Resolved issues faster with Citrix Support compared to most other IT providers.
  • Citrix Support adds value to their organization in the following ways:
    • 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 significantly better compared to similar offerings from IT Providers.




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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