LAS VEGAS, Nev. – October 11, 2005 – In a move to provide superior quality technical support to its customers, Marketron International, a leading provider of broadcast management solutions for the Radio, TV and Cable industries, has selected Citrix® GoToAssist™ from Citrix Systems (Company
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Studies), Inc. (Nasdaq:CTXS), the global leader in access infrastructure solutions. The award-winning, industry-leading technical-support solution is immediately proving its value to Marketron and its television and radio clients.
“Product uptime is critical for our clients who use our solutions to inventory and sell time-sensitive advertising spots on TV and Radio,” said Lee Roquet, director of operations, Marketron. “GoToAssist helped us to reduce our average open ticket time for escalated issues by 24 percent in one year. Having a product that is dependable, easy to use and fast gives us a significant advantage in getting our clients back on their feet quickly.”
“We’ve improved the reliability, responsiveness and security of our remote support using GoToAssist’s hosted model, powerful incident-resolution tools and 128-bit AES encryption,” added Roquet.
With Citrix GoToAssist, Marketron can quickly transfer telephone calls requesting support to an online environment that enables support staff securely and efficiently view, diagnose and solve problems online. In seconds, a technical support representative can, with customer permission, run diagnostics on the customer’s desktop, download patches or update files in real time. The service also enables Marketron’s support team to collaborate on an issue and provide instantaneous visual training on demand.
The solution is available as a fully managed subscription service offered by Citrix, which operates five global data centers and partners with seven Tier-1 Internet service providers. The Citrix GoToAssist network is continually monitored to ensure the highest level of uptime.
Faster and More Secure than Other Remote Support Solutions
The Citrix service uses patented thin-client technology that represents 50 to 75 percent improved bandwidth utilization over other solutions.
Because the hosted or software-as-a-service model requires no administration by the customer, Roquet and his team did not have to devote time and effort to deploy or maintain Citrix GoToAssist. For managers, the centralized reporting capabilities provide extensive information for evaluating customer satisfaction and other metrics.
“The experience Marketron has with Citrix GoToAssist demonstrates the value we give to companies looking to deliver the best customer support experience,” said Brian Donahoo, vice president of product and client services, Online Group, Citrix. “We're thrilled with Marketron’s results and confident that Citrix GoToAssist will continue to deliver superior virtual onsite support that delivers the performance, productivity and cost savings that are even better than being there.”
Citrix GoToAssist provides companies with secure, highly scalable and reliable connectivity to desktop applications, including non-Web-enabled legacy applications. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time. The service incorporates strong security and complete data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption as standard protection for all sessions, and enables compliance with the Health Insurance Portability and Accountability Act (HIPAA) and the Gramm-Leach-Bliley Act (GLBA).
Citrix GoToAssist
Citrix® GoToAssist™ is an industry-leading, remote technical-support solution that enables organizations to provide best-in-class support over the Internet, on demand and securely. GoToAssist empowers support staff to view and control the desktop of a user, 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. GoToAssist delivers the best access experience for everyone: transforms technical support into a competitive advantage for the business, dramatically increases satisfaction and productivity for users, and rapidly lowers support costs for IT. To learn more about the award-winning Citrix GoToAssist, visit http://www.gotoassist.com/s/corp/pr or call (800) 549-8541.
About Marketron
Marketron International is a leading provider of broadcast management solutions for the Radio, TV and Cable industries. Marketron’s fully integrated suite of sales, traffic, finance and business intelligence solutions automates workflow from proposal to billing, enabling groups to optimize inventory and increase revenues. Today, 1,600 broadcasters in North America license Marketron solutions. Marketron International is headquartered in Burlingame, Calif., with five offices across North America. The company is privately held and its investors include Darwin Group, Internet Capital Group, Pisces Group and Rosewood Capital. For more information, please visit www.marketron.com.
About Citrix
Citrix Systems, Inc. (Nasdaq:CTXS) is the global leader and most trusted name in on-demand access. More than 160,000 organizations around the world use the Citrix Access Platform to provide the best possible access experience to any application for any user. 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 individuals. Citrix has approximately 6,200 channel and alliance partners in more than 100 countries. Citrix annual revenues in 2004 were $741 million. Learn more at http://www.citrix.com.
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Citrix® and GoToAssist™ are trademarks of Citrix Systems, Inc. and/or one or more of its subsidiaries, and may be registered in the U.S. Patent and Trademark Office and in other countries. All other trademarks and registered trademarks are property of their respective owners.
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