As cloud adoption continues to accelerate, providing industry-leading technical support is becoming increasingly important to achieving customer success in the cloud. Citrix has foreseen this and made significant progress transforming its services organization to align with the shift to the cloud. This includes the recent launch of Citrix Customer Success Services – a new service model that offers a choice of tiered support offerings that combine the key customer success elements of guidance, enablement, award-winning support, and proactive monitoring to help our customers fully realize their business goals.
As a result of our efforts to redefine support and deliver the highest standard of service to customers, I am proud to share that Citrix Technical Support has earned a “Rated Outstanding Assisted Support Global” designation from the Technology Services Industry Association (TSIA). TSIA is the leading association for technology and services organizations and this certification recognizes that Citrix meets the highest industry standards for customer support operations.
To achieve this distinguished certification, Citrix participated in a rigorous audit process developed by more than 50 leading technology companies that evaluated more than 140 best-practices for delivering industry-leading technical support. Auditors conducted a thorough inspection of the Citrix Support Services organization and processes, including listening to Support Services calls, reviewing important procedures and inspecting support outcomes. After the evaluation was complete, TSIA determined that Citrix Assisted technical support processes exceeded industry benchmarks.
This important designation follows two other recent honors recognizing Citrix for support and operational excellence. In October, TSIA named Citrix a finalist for its 2016 STAR Award for Best Practices in Knowledge Management, which recognizes companies that have leveraged knowledge management to improve operational performance, service levels and the overall customer experience. In May, Omega Management Group Corp. honored Citrix with its NorthFace ScoreBoard Award, which is presented annually to companies that, as rated solely by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year.
We are honored to receive these accolades and thankful to our partners, customers and industry analysts without whose insights and feedback this would not have been possible. To learn more about Citrix Customer Success Services, our new Select service offering, and how Citrix Technical Support is evolving to serve the future of work from the cloud, please visit now.citrix.com/customer-success-services and now.citrix.com/select.