Three Keys for Unlocking Service Excellence in a World of Mobile Workstyles

Stephen Smith | Citrix 10.21.2013

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Mobile Workstyles On The Rise

More and more organizations are implementing strategies and solutions that allow people to work from anywhere, anytime, and on any device

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Who’s ready?

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It’s really about no disruption in today’s cloud-connected world

and

keeping people productive

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In this session…..

1. Support trends impacting our customers today

2. Best support practices to elevate your competitive advantage and move to a Services 2.0 model

3. Three keys for success in transforming support delivery in the new support era

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Support Trends Impacting Our Customers Today

• Demand for multi-channel support solutions growing

• More customers using mobile devices to request support

• Growing # of customers looking to self-service & community for answers

• Emergence of proactive engagement in the service & support world

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Key #1

Delivering cost-effective technical support has become a business imperative.

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Uptime means keeping people, their devices and apps ready for work, and…

Ensuring users are always connected and productive,

Delivering a remarkable support experience, with

Tools so easy to use, the support team is energized and responsive

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The IT Support Challenge

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People are all around the world

Multiple devices, each with unique configurations

People are mobile, working remotely at any time

IT Support Your IT team is alsodistributedMission-critical apps and

files are in the cloud Internal support is now external, and vice versa

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Driving an IT Revolution

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MOBILE DEVICES

10BMORE APPLICATIONS UNIQUE CONFIGURATIONS

50% INFINITE

Net-Net: Exponential IT support burden

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Key #2

Embrace chat, social and self-service for resolving simple incidents and service

requests.

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Changing demographics and service preferencesMulti-channel Support

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Transforming supportChat, Social & Self-Service

Communities & Forums

Social Support

KMS & Self-Help

Live AssistanceGoToAssist

&

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Key #3

Rethink Support Delivery

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One solution for internal and external support

Self-service portals & social support features

Advanced remote support & chat features

Workflow managementA known set of incident mgmt features

Simple is better

approach

Simple is better

approach

Proactive IT monitoring & alerting

What Does IT Need To Survive

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Move from Service Desk 1.0 to 2.0

• Operate anywhere, any time, any platform

• Restore user satisfaction • Be more efficient with no

additional resources• Be mobile first• Maximize uptime

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Great Support is Now a Competitive Advantage

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Old approach to service

Better approach to service

Transactions

Email or phone

“We don’t support that”

Cobbled-together solutions

Complex procedures

Engagement

Channel of choice: social, mobile

“We can support anything”

Integrated services

Frustration-free experience

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Customer Successes

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Reduced outstanding call backlog

by 25%

Expects 300%

revenue growth

Experienced 30% higher productivity

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Key Takeaways

• Embrace mobility; have a plan

• Find efficiencies by utilizing new technology

• Replace single point tools with integrated toolsets

• Offer multi-channel support (including social support)

• Achieve service excellence by following Service Desk 2.0 tactics

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Contact Information

Stephen SmithCitrix (Online Services Division)Sr. Technical Product Marketing Manageremail: stephen.smith@citrix.comTwitter: @tweetersmithyPhone Number: +1 805 324 8457

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