Boosting Support Center Performance and Profitability through Web Support: A Citrix Systems Case Study
by David J. Hersh, CEO- Jive Software
and
Griff Williams, Program Director Technical Support Services- Citrix Systems

Citrix Systems launched its Knowledge Center, a self-service and collaborative support environment for customers. Since Citrix’s Technical Support is run as a profit/loss operation, the main focus was on ROI. As such, Citrix set three objectives for the project: Keep Project Costs Low, Reduce inbound call volume by 15%, and improve renewals of support agreements. Since the launch, the results have exceeded expectations: the project was on budget, year over year inbound calls have decreased by 17%, support contract renewals are rising, and satisfaction survey scores have improved.

This presentation describes the technologies and implementation techniques that are allowing Citrix to free up resources and focus on proactive support.