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Case Study

Citrix Systems

At a glance

To modernize its service process, Citrix Online tapped us to consolidate customer information stored in different applications across the company in Service Cloud.
Komatsu - the challenge

The Challenge

The Citrix Online division’s 80 global support agents provide first- and second-level support 24/7 to hundreds of thousands of eCommerce and corporate customers while fielding 10,000 calls and 9,000 emails each week. To modernize its service process, Citrix Online wanted to consolidate customer information stored in different applications across the company in Salesforce.com’s Service Cloud. Goals included the following: Standardize practices, customize, and deploy Salesforce Service Cloud to account managers and support teams division-wide Implement one consistent and flexible integration solution for the Sales Cloud Consolidate data on customers with multiple products Create new fields to capture customer interaction details and marketing information Make it faster and easier to generate divisional reports Increase operational efficiencies and IT savings
Komatsu - the challenge

About Citrix Systems

Citrix Systems (NASDAQ: CTXS) develops products that allow anyone in the world to work and play from anywhere. The company is at the forefront of the movement to help information technology evolve from the traditional distributed computing model to a simpler, service-oriented model that supports user choice, agility, and growth.
Headquarters: Fort Lauderdale, FL
Website: www.citrix.com
Industry: High-Tech, SaaS
Komatsu - the challenge

The Outcome

After partnering with us, Citrix saw dramatic improvements and achieved ROI in just six months:

10%

increase in CSAT scores

20%

increase in total customer lifetime value/h4>

30

second decrease in average call time

5,000

minutes saved per week

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