Citrix GoToAssist Doubles its Customers in 2004, Now Enables Remote Support for 2,300 On-Demand Enterprises (email this article)

SANTA BARBARA, Calif. – September 21, 2004 – Citrix Online (Company Profile, Past Stories, Case Studies) , a division of Citrix Systems, Inc. (Nasdaq: CTXS), now has more than 2,300 companies signed up as customers for its industry-leading Citrix® GoToAssist™ remote technical-support service. Building on 100 percent year-over-year growth, the hosted service now delivers more than 360,000 remote-support sessions on demand, every month, to companies around the globe.

Numerous leaders in healthcare, financial services, IT services, education, technology and other industries are using Citrix GoToAssist to transform technical support into competitive advantage by significantly increasing customer loyalty, improving employee productivity and lowering support-desk costs. Among those optimizing their service organizations with Citrix GoToAssist are Allied Mortgage, Best Software, CHIPS Computer Consulting, First Data Systems, Inc., Kronos Incorporated, Mobile Automation, Ryan Companies USA, Inc., Ultimate Software and Televox Software Inc.

“Despite shrinking budgets, businesses are using e-support technologies to make technical-support tools and staff instantly available to customers on-demand in a highly cost-effective manner,” said Bob Igou, analyst at Gartner, Inc. “In a recent survey, we found that more than 70 percent of all respondents using e-support solutions expected to increase their use of these technologies in the next year. Remote control solutions were among the three most-frequently deployed e-support solutions. Leaders realize that leveraging technical support resources via the Web can transform technical support into competitive advantage.” (Source: “User Survey: E-Support and Support Automation Solutions, North America, 2003,” May 7, 2004.) With Citrix GoToAssist, support representatives can view, diagnose and remotely solve problems online, on demand. With just a click of the mouse, an agent can instantly and securely collaborate with customers to help ensure problems are efficiently isolated and resolved. Companies using Citrix GoToAssist report dramatic increases in first-call resolution—improvements up to 70 percent, thereby saving thousands of hours in travel and lost productivity incurred by on-site support models. These support organizations report that Citrix GoToAssist consistently delivers superior customer satisfaction ratings of 90 percent or higher.

"The accelerated momentum with our mid-market customers is a tribute to our commitment to give their businesses a secure, highly available remote technical-support solution that delivers rapid return," said Mike Mansbach, vice president of enterprise marketing at Citrix Online. "Citrix GoToAssist empowers business to deliver the kind of superior service that enhances customer satisfaction and loyalty—the keys that keep customers coming back for more."

GoToAssist delivers the highest levels of security, including end-to-end 128-bit Advanced Encryption Standard (AES) data encryption. The service uses TruSecure-certified infrastructure and enables compliance with the Health Insurance Portability and Accounting Act (HIPAA) and the Gramm-Leach-Bliley Act (GLBA).

GoToAssist consistently receives accolades for excellence. This year, for the fourth consecutive year, the service won CRM Advocates’ User’s Choice (2000-2004) award in the services and support category, based on nominations from customers. In addition, GoToAssist recently earned the 2004 CRM Excellence Award from Customer Interaction Solutions magazine and recognition from CRN, PC Magazine and eWeek for enterprise-application excellence.

For sales enquiries and more information about award-winning 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 technical-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 Cisco Systems, Siemens, Intuit, 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.com 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.