According to the 2017 State of IT survey, IT buyers plan to to spend less on hardware and software in the coming year and more on cloud-based services. As cloud adoption continues to accelerate and the cloud-based “as-a-service” (aaS) model becomes more prominent, so does the demand for industry-leading technical support.
Citrix has made significant progress transforming its services organization to align with this shift while committing to making every interaction with its customers a world-class experience. As a result, Citrix Technical Support has earned the “Rated Outstanding Assisted Support Global” certification from the Technical Services Industry Association (TSIA), the leading association for technology services organizations.
To achieve this distinguished certification, Citrix participated in a rigorous audit process that evaluated more than 140 best practices for delivering industry-leading technical support. The comprehensive audit process was developed by over 50 leading technology companies. 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 prestigious designation comes on the heels of two other recent honors recognizing Citrix for operational and support 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 by their own customers, achieved excellence in customer satisfaction and loyalty during the prior calendar year.