Citrix Systems, Inc. Improves Global Call Center Performance with Sophisticated, Flexible Customer Relationship Management Tool
 
 

Citrix Systems, Inc. Improves Global Call Center Performance with Sophisticated, Flexible Customer Relationship Management Tool

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Citrix Systems, Inc. gives businesses the ability to embrace consumerization using virtualization, networking, collaboration, and cloud technologies. More than 230,000 enterprises rely on Citrix solutions to deliver more than 100 million corporate desktops and touch 75% of internet users each day. Citrix partners with more than 10,000 companies in 100 countries.

Over the past 10 years, Citrix had grown from providing one product to offering more than 30, across hardware, software, and services. As such, it needed a comprehensive and flexible customer relationship management (CRM) tool to meet the diverse needs of its sales and service representatives and provide the best possible solutions and services to its customers.

Citrix first implemented Oracle’s Siebel Customer Relationship Management (CRM) several years ago, replacing an inflexible, legacy CRM system to address its challenges and provide a sophisticated platform for Citrix’s global call center. Recently, the company decided to upgrade to Siebel CRM 8.1.1.6 to take advantage of new functionality—particularly around the user experience and reporting—as well as to improve system performance and stay current on support. Citrix worked with Wipro to complete the upgrade on time and within budget. Siebel CRM—along with Oracle Business Intelligence Publisher and Oracle Secure Enterprise Search—helped Citrix improve agent productivity and increase collaboration in its CRM processes to provide better services to its customers.

 
 

 
 

Challenges

A word from Citrix Systems, Inc.

  • “Oracle’s Siebel Customer Relationship Management provides the sophisticated, flexible platform we need to improve call center agent productivity, enhance customer service, and bring new offers to market more quickly, across multiple channels. By partnering with Wipro to upgrade to the latest version, we have improved our users’ experiences and supported the business by strengthening the user experience and our reporting capabilities.”–Girish Yadav, Director, Oracle Practice, Citrix Systems, Inc.

  • Upgrade CRM system to provide the flexibility needed to support sales and service representatives across more than 30 hardware, software, and service offerings
  • Enhance CRM application usability, provide a more personalized user interface, and improve reporting capabilities for users
  • Keep current on support for Oracle’s Siebel Customer Relationship Management application
  • Eliminate issues related to system performance, scalability, and support for various internet browsers

Solutions

Oracle Product and Services

  • Partnered with Wipro to upgrade to Oracle’s Siebel Customer Relationship Management 8.1.1.6 to stay current for application support and help support sales and service activities for 1,000 call center users worldwide—across North America, Europe, and Asia Pacific
  • Provided a unified global call system platform—including voice, nonvoice, fax, voicemail, and e-mail—to eliminate the need for call center representatives to toggle between multiple systems to find contact and issue resolution information
  • Provided real-time monitoring of call center activities and increased agent productivity
  • Improved ease of use by eliminating case sensitivity—enabling users to find the customer information they need without having to remember or use the exact search parameters
  • Used Oracle Secure Enterprise Search to provide a one-stop shop for call center users to search for similar problems and resolutions when dealing with a customer request—improving agent productivity and reducing service inquiry resolution times
  • Used Oracle Business Intelligence Publisher’s rich, robust flexibility to enable managers to set parameters and use familiar Microsoft Office tools to generate performance reports on the fly—rather than wait one to two months for IT to add new functionality to existing reports or create completely new reports
  • Reduced IT overhead by empowering business users to generate their own reports—including a number of metrics, such as top performing accounts, priority service request areas, and service request status—to support their business decisions
  • Increased Citrix’s ability to introduce new products and prices effectively across direct and indirect sales channels by enabling partners to interact directly with the application—resulting in a consistent and improved customer experience
  • Reduced the process of rolling out a new offer from five steps to just two or three
  • Enabled the feature for integrating agents’ CRM desktops with mail systems for an improved user experience
  • Provided the required support—through the upgraded platform—to double the number of users over three years (while using the same infrastructure), increase performance benchmarks, and reduce the deployment window
  • Helped Citrix more easily integrate its latest technology offerings with the Siebel CRM system to prepare for new business requirements and reduce IT maintenance costs
  • Enabled the company to make any required changes without call center downtime, as the call center must be live, around the clock

Why Oracle

“At Citrix, we provide hardware, software, and services. We needed a CRM tool that would be flexible to meet varied business process requirements across our broad product and service lines,” ,” said Girish Yadav, director, Oracle practice, Citrix Systems, Inc. “With Oracle’s Siebel CRM, we have the ability to configure the application to meet our unique needs.”

Implementation Process

In May 2011, Citrix decided to move to the Siebel CRM 8.1 platform, due to its robust features. The company partnered with Wipro to help with the upgrade and began the upgrade assessment, evaluating the tool in a sandbox environment. The team kicked off the implementation in July 2011 and went live on October 31, 2011—on time and within budget.

Partner

“When we looked at implementation partners, Wipro clearly won the bid—with its strong expertise, previous experience at other sites, and center of excellence support. Wipro stood on the front line, working hand in hand with my team, running the upgrade, all the way from development to system integration testing, to change management, production go-live, and post-production support. We could not have been this successful without Wipro,” Yadav said.

Wipro acting as a consulting partner, enabled Citrix to move to an industry application repository to get aligned to the product strategy for better business insight, adaptive business processes and superior user experience. Wipro and Citrix also successfully completed a proof of concept to validate the compatibility of Windows 2008, 64-bit operating systems with Siebel CRM and Avaya Interaction Center CTI integration.

Wipro has continuously developed innovative solutions to help clients drive faster business process improvement and operational productivity to maximize business value of Siebel applications. This engagement is further testimony of Wipro's constant endeavor to proactively create solutions that meet customers' strategic requirements.