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 22.214.171.124 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.
“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.”
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.
“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.