More than 10 Million Individuals Experienced Simpler, Better Remote Support Service in the Past Year with Citrix GoToAssist

Business Wire, Oct 23, 2006

"If You're Not Using GoToAssist to Deliver Instant Expertise On-Demand, You're Probably On Hold"

GoToAssist Empowers Businesses to Deliver Instant Technical Support, Increase Profitability and Provide a More Personalized Customer Experience

ORLANDO, Fla. -- Today at its ninth annual business and technology conference, Citrix iForum[TM] Global 06, Citrix Online, a Division of Citrix Systems, Inc. (Nasdaq:CTXS), the global leader in application delivery infrastructure, announced more than 10 million people in the past twelve months experienced instant access to services and technical support -- securely and on demand -- with Citrix([R]) GoToAssist[TM] industry-leading remote technical support and professional services solution. The momentum is accelerating. Businesses everywhere, across every vertical sector, are adopting the solution to provide a simpler, more profitable and personalized service experience.

"When IT problems strike, you either get service when you need it -- on demand -- or you're on hold," said Brett Caine, general manager at Citrix Online. "Customers are looking for quick and efficient resolution, without long hold times, delays or onsite visits. When you get efficient and immediate service, it's hard to say who's more delighted -- the user or the service provider. Many of our customers tell us that it's the 'secret sauce' that differentiates and transforms remote services and support into competitive advantage."

Proven ROI for Small Businesses and Fortune 500 Companies

With just a few clicks of the mouse, GoToAssist empowers businesses to "send a virtual expert through the Web to remotely access a customer's system within seconds, to troubleshoot technical issues and ensure a successful outcome." Purpose-built for the delivery of instant technical support and professional services, GoToAssist is easy to use and affordable for a business of any size, from a one person consultancy to the Fortune 500.

GoToAssist offers consultants, integrators, IT service desks and technical support centers powerful capabilities to remotely view and control a PC via the Web -- easily and securely. With its advanced suite of features, including a management dashboard, expanded integration services, best practices resources and enhanced collaboration and productivity tools, next-generation GoToAssist customers report rapid return on investment through:

* Increased first-call resolution rates by up to 70 percent

* Reduced average "talk time" per call by up to 60 percent

* Lower total call volumes due to fewer repeat calls

* Thousands of dollars saved in reduced travel costs

* Customer satisfaction consistently in the 90 percent or higher range

Forrester Research Highlights Best Practices

Chip Gliedman, vice president of Forrester Research, Inc., underscores the value of using remote support solutions such as GoToAssist to enhance service and support. Discussing results from his ITIL processes survey and conclusions in the report entitled, "Thirty-One Best Practices for the Service Desk," the analyst notes remote support as key. "Customer service is becoming a differentiator in more industries. When products and prices become similar among competitors, service is the only remaining way for companies to offer a differentiated advantage," reported Gliedman.

Voice of Customer Success: AccuNet, Inc.

For GoToAssist customers, these best practices deliver the results that count. For value-added reseller and IT consulting firm, AccuNet, Inc., the formula for growth was clear: to satisfy existing customers, reduce costs and expand the pool of prospective customers. AccuNet CEO Mike Milligan adopted GoToAssist to profitably access opportunities in distant markets and fuel the company's growth.

"Before GoToAssist, conducting an on-site demo often required two to three people and an entire work day when you factor in travel time," says Milligan. The savings gained through GoToAssist is substantial. "If a customer is two hours away, we estimate that GoToAssist saves us as much as $3,000 per demo and accelerates the sales process by allowing us to expedite a demo with the prospect before making a visit. GoToAssist allows AccuNet to generate revenue in markets that weren't possible or profitable before."

Accounting, Tax and Consulting Firm Increases Billable Hours and Profit

In the consulting arena, RSM McGladrey, a provider of accounting, tax and business consulting services, sought to reduce the volume of travel to client sites to resolve issues. By implementing GoToAssist for remote support, the firm makes better use of consultants' valuable time, reducing downtime and increasing billable hours. "We receive glowing comments every day from our clients telling us GoToAssist is wonderful and is so much quicker than an on-site visit," said Steve Kleinwort, information technology manager.

Snow, Surf and Beachwear Leader Lets Global Employees Surf to Instant Tech Support

In 1952, Jack O'Neill opened his first surf shop in a garage across the Great Highway in San Francisco and sold his first wetsuits. Today, the company has expanded into a worldwide designer and manufacturer of sports clothing and footwear. Products range from wetsuits, jackets and body warmers, to multi-media clothing with built-in connections for cell phones or MP3 players, and a solar backpack that includes a solar battery charger. The thriving firm needed to resolve a growing challenge of supporting its employees located all over the world, from the Middle East to India to South Africa. "It was not easy for the IT help desk to manage remote systems by phone, especially with non-English-speaking employees," said Peter Maljaars, Manager Service Desk at O'Neill Europe headquarters. "We were looking for an easier way to administer remote support -- a solution that would function well over low-bandwidth connections and would require no special skills for the employees. But we found a simpler, better way with GoToAssist. Now employees can surf to help desk support on demand with just a few clicks of the mouse."