Citrix Online White Paper Sample

In a global marketplace, customers will inevitably be distributed. Web-based remote support enables companies of any size to instantly resolve technical issues for customers, regardless of where they are located. And, of course, quick issue resolution impresses end users, creating happy, loyal customers. Ultimate Software, a leading provider of Web-based payroll and workforce management solutions, uses remote support to realize an almost perfect customer-retention rate. JC Gonzalez, VP of customer support at Ultimate Software, says, “Now our focus is 100 percent on helping our customers, and our overall customer-retention rate stands at an enviable 97 percent.” As an additional bonus of using a remote-support tool, the company has reduced call-handling time by 50 percent.

As employees become increasingly mobile, companies can provide anytime, anywhere access to office PCs via Web-based remote access. Law firm Frost Brown Todd LLC uses Web-based remote access to allow the firm’s attorneys to retrieve client files, court documents and other critical data to provide timely service to clients. CIO Paul Bromwell reports, “We are doing a better job of servicing our clients.” With no time restrictions on when attorneys can connect to the firm’s network and client files, employees can stay focused on providing superior customer service to a loyal client base.

Webinars enable instant and intuitive demonstrations or training for end users distributed around the world. Webinars eliminate the logistical burden of organizing onsite events, as well as the often exorbitant costs associated with travel. MarketSharp, a home remodeling software and services provider, uses Webinars to train and communicate with large groups of customers, thereby cultivating long-lasting relationships with satisfied customers. Tim Musch of MarketSharp has this to say about his customer-training Webinars: “Every month the enrollment snowballs and we end up with happier customers. The most important thing is that more of our customers are getting trained properly and using the product the way it’s meant to be used.” Now that MarketSharp uses Webinars to demonstrate its remodeling software to larger remote audiences, the company’s cost per sale has dropped an astounding 50 to 75 percent. Now that’s the value of innovating to compete.