Citrix GoToAssist Cuts Costs and Improves Efficiency for March of Dimes
SANTA BARBARA, CA June 11, 2007
Remote Support Service Enables Small IT Staff to Resolve Calls 30 Percent Faster for More Than 1,500 Dispersed Employee
With more than 250 chapter and division offices across the United States, employees working from home and on the road and a limited budget to support them all, the March of Dimes Foundation turned to Citrix® GoToAssist® remote assistance for a better way to resolve technical issues for its people. The remote support service from Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), allows IT staff to troubleshoot remote computers, improving user satisfaction and productivity while reducing costs.
March of Dimes, a national voluntary health agency whose mission is to improve the health of babies, needed a solution to reduce the amount of time and effort required to support each of its affiliate chapter offices with an IT staff of only 12. After trying other alternatives that were too complicated, the organization turned to GoToAssist, known for its simple and reliable approach to help-desk support.
“GoToAssist allowed us to minimize the cost of our support effort by resolving calls 30 percent faster,” said Edward Erenberg, manager of technical development at March of Dimes. “It’s so easy to use that support staff can resolve issues quickly and without extra training. With GoToAssist, employees can better spend their time fundraising and not waiting for their technical issues to get fixed.”
The remote assistance service provides secure and reliable connectivity, enabling March of Dimes support staff to engage in sessions with employees located anywhere. Instantly, a technician can gain full access to remote systems, run complete system diagnostics, install software or patches, provide coaching or training, or seamlessly transfer sessions to another expert. The newest version of GoToAssist enables team collaboration, allowing more experienced support staff to transfer knowledge in transparent, “over-the-shoulder” support to first-tier representatives.
“We are pleased GoToAssist is providing March of Dimes with a fast, easy and reliable approach to remote support, allowing IT staff to connect with field employees from anywhere,” said Mike Mansbach, vice president of product marketing and business development for Citrix Online. “It’s satisfying to know that March of Dimes is delivering on its mission with the help of GoToAssist, a testament to our dedication to solving customer needs.”
GoToAssist has earned numerous recent awards, including the IP Contact Center Pioneer Award, Communication Solutions Product of the Year Award, the CRM Excellence Award from Customer Interaction Solutions, the SSPA (Service and Support Professionals Association) Innovator Award, and the Corporate and Channel Computing Expo Best of Show Award.
For more information about GoToAssist, visit www.gotoassist.com or for a complimentary trial, visit www.gotoassist.com/s/corp/pr. For more information about Citrix Online, visit www.citrixonline.com.
About the March of Dimes
The March of Dimes is a national voluntary health agency whose mission is to improve the health of babies by preventing birth defects, premature birth, and infant mortality. Founded in 1938, the March of Dimes funds programs for research, community services, education and advocacy. For more information, visit the March of Dimes Web site at www.marchofdimes.com or its Spanish language Web site at www.nacersano.org.
About Citrix GoToAssist
Citrix® GoToAssist®, the industry-leading remote desktop support solution, is an online service that enables support staff to view, control and troubleshoot user desktops, increasing user satisfaction and productivity and reducing support costs. The service requires no client software or additional resources, works automatically and securely through virtually every firewall, performs well even over dial-up connections and integrates into existing infrastructure.
About Citrix
Citrix Systems, Inc. (Nasdaq:CTXS) is the global leader and the most trusted name in application delivery infrastructure. More than 180,000 organizations worldwide rely on Citrix to deliver any application to users anywhere with the best performance, highest security and lowest cost. Citrix customers include 100% of the Fortune 100 companies and 98% of the Fortune Global 500, as well as hundreds of thousands of small businesses and prosumers. Citrix has approximately 6,200 channel and alliance partners in more than 100 countries. Annual revenue in 2006 was $1.1 billion.