- case management using Salesforce.com's Customer Service application
- automated call distribution via Interactive Intelligence
- customer satisfaction surveying using Vanguard Vista
- enterprise integration using Oracle's Fusion product back to Citrix Online service delivery platforms
Enhanced System Delivers Customer Value from Day One
"We were extremely pleased with EDL's ability to deliver a quality solution that met our aggressive timeline," said Tim Maskrey, Sr. Manager Service Operations, Citrix Online Division. "EDL leveraged their extensive knowledge of our business to drive the project to a go live in just ten weeks, and ensured the use of best practices."
EDL leveraged their extensive experience in Enterprise Integration to put critical customer information in the hands of over 120 agents working to assist customers. The infrastructure put in place allows agents to recognize customers requesting support and provides visibility into key support and operational data agents use to resolve customer issues. EDL put in place a unique solution that allows agents to modify certain support parameters for customers and automatically keep a history of the changes for further reference.
"Teaming with Salesforce.com, the world leader in on-demand customer relationship management, allowed us to provide Citrix Online with an integrated and customizable enterprise solution," said Craig Traxler, EDL Practice Director, Integrated Customer Solutions. "The project was completed on-time and on-budget, thanks to the strong collaboration among team members from Citrix Online, Salesforce.com and EDL Consulting."
About EDL Consulting
EDL Consulting is a national technology services firm specializing in the intelligent integration of eCommerce, CRM and business intelligence solutions to improve business performance. EDL solves the complex systems integration issues behind state-of-the-art technology solutions to make organizations more successful. The solutions EDL builds generate revenue, result in cost savings, promote differentiation and make it easier for clients to do business with their customers. EDL's integrated solutions optimize customer, supplier and stakeholder collaboration, rewarding clients with increased growth from retained customers and a steady stream of new business.
About Citrix Online
Citrix Online is a fast-growing division of Citrix Systems, Inc., based in Santa Barbara, California, with satellite offices and data centers around the world. Citrix Systems, Inc. (NASDAQ:CTXS) is the global leader and the most trusted name in application delivery infrastructure. More than 215,000 organizations worldwide rely on Citrix to deliver any application to users anywhere with the best performance, highest security and lowest cost. Citrix customers include 100 percent of the Fortune 100 companies and 99 percent of the Fortune Global 500, as well as hundreds of thousands of small businesses and prosumers. Citrix has approximately 8,000 partners in more than 100 countries. Annual revenue in 2007 was $1.4 billion.
Salesforce.com is the enterprise cloud computing company. The company's portfolio of SaaS applications, including its award-winning CRM, has revolutionized the ways that customers manage and share business information over the Internet. The company's Force.com PaaS enables customers, developers and partners to build powerful on-demand applications that deliver the benefits of multi-tenancy across the enterprise. Applications built on the Force.com platform, can be easily shared, exchanged and installed with a few simple clicks via Salesforce.com's Force.com AppExchange marketplace.