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

Citrix Systems recently 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.