New Citrix GoToAssist 6.0 Increases Customer Loyalty through Fast, Easy, and Secure Remote Technical Support  (email this article)

SANTA BARBARA, Calif. – September 14, 2004 – Making possible the delivery of real-time, remote support to computer users around the globe, Citrix® GoToAssist™ 6.0 from Citrix Online (Company Profile, Past Stories, Case Studies) , a division of Citrix Systems, Inc. (Nasdaq: CTXS) is now available with new capabilities that can transform technical support into a competitive advantage. A study by the Sam Walton School of Business found that the quality of technical support is the most influential factor driving customer loyalty for technology companies. Customer loyalty, in turn, drives revenue growth of up to 20 percent, or – in the case of poor quality technical support – revenue decline.

The META Group, a leading analyst firm, concurs. “In today’s competitive business environment, technical-support solutions designed to help organizations enhance customer satisfaction offer rapid return on investment and can drive competitive advantage,” said Timothy Hickernell, vice president of research at META Group, Inc. “Satisfied customers help ensure customer loyalty and mitigate the risk of customer’s migrating to the competition.”

“We developed Citrix GoToAssist 6.0 in close partnership with our customer advisory board to help transform their technical support organizations into competitive advantage,” said Brian Donahoo, senior vice president of products and client services at Citrix Online. “Citrix GoToAssist 6.0 focuses on new features that enable technical support organizations to rapidly resolve support incidents, achieve greater increases in end-user productivity, and make dramatic improvements in customer loyalty.”

The new features of Citrix GoToAssist 6.0 include:
o Powerful permission-based, remote diagnostic and automatic troubleshooting tools that enable faster incident resolution.
o Easy and rapid integration with existing support applications via standard, Open Application Program Interfaces (APIs), enabling organizations to manage their support desks better and more easily.
o “Measure Your Success” reporting based on best-practice metrics developed in close partnership with Citrix GoToAssist customers.
o Localized language support for French, Italian, German and Spanish.

Early-Adopter Customers Document Significant Business Benefits
Kronos Incorporated, a single-source provider of human resources, payroll, scheduling and labor solutions, deploys Citrix GoToAssist’s highly secure, and easy-to-use remote support solution to thousands of customers worldwide to enhance productivity and service quality. “GoToAssist is fully utilized by our technical support and help desk organizations located in distributed locations around the globe to help us meet our service-level goals,” states Mark Ellis, director of emerging technologies at Kronos Incorporated. “With the new version seamlessly integrated into our support desk environment, Citrix GoToAssist helps us realize increases in productivity and lower incident-handling time for more complex and mission-critical incidents.”

For TeleVox Software, Inc., a national leader in messaging solutions for the healthcare industry, delivering millions of doctor-patient communications every week, Citrix GoToAssist 6.0 delivers the performance and the security they require to optimize service levels. “As a healthcare services provider, we are required to deploy secure technology and communication systems that can maximize the quality and efficiency of our support operations,” said Craig Stokes, director of technical services at TeleVox. “We selected Citrix GoToAssist to empower our help desk to resolve issues with unparalleled accuracy and immediacy. Customers are up and running without delay, resulting in greater productivity, time and cost savings. Its reliability and Web-based delivery model make it a superior solution for an organization whose profitability is based on customer satisfaction and efficiency.” Citrix GoToAssist delivers high levels of security, including end-to-end 128-bit Advanced Encryption Standard (AES) data encryption. The services leverage TruSecure-certified infrastructure and help customers comply with the Health Insurance Portability and Accounting Act (HIPAA) and the Gramm-Leach-Bliley Act (GLBA). Citrix GoToAssist is available for trial and sales enquiries beginning September 14, 2004. For more information about industry-leading Citrix GoToAssist, visit www.gotoassist.com or call (800) 549-8541.

About Citrix Online
Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support, and collaboration software and services. The division offers Citrix GoToMyPC®, the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; Citrix GoToAssist™, the industry-leading remote support solution; and Citrix GoToMeeting™, the easiest, most secure and cost effective solution for conducting online meetings. Citrix Online products are used by more than 4,900 companies worldwide, including Verizon Online, Siemens, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at http://www.gotomypc.com, http://www.gotoassist.com, http://www.gotomeeting and http://www.citrix.com.

©2004 Citrix Online, LLC. All rights reserved. Citrix® is a registered trademark of Citrix Systems, Inc., in the United States and other countries. GoToMyPC®, GoToAssist™ and GoToMeeting™ are trademarks or registered trademarks of Citrix Online, LLC, in the United States and other countries. All other trademarks and registered trademarks are the property of their respective owners.