06 Dec 2007 09:34 AM EST
[ Tags: support,  solutions,  customer,  satisfaction ]

Hello, I'm Mike Stringer and I am responsible for the Support teams in the Americas and India. We are responsible for Supporting all of Citrix's products. I am relatively new to this role but not new to Citrix nor Citrix Support, having run our Escalation teams (which remains one of my responsibilities) for many years. I saw this avenue as a great opportunity to get closer to our Customers and Partners with the goal of gathering valuable feedback on our performance and providing insight into our direction and plans. I have asked my management team to leverage this site to ensure we are heading in the direction that YOU, our Customers and Partners need us to go in.  As the title of this post suggests, I believe Support is one of the key product features that determines Success and Customer Satisfaction with Citrix Solutions. You will be hearing from each of my direct management team members over the next week. Please feel free to start participating and I'll make sure we are very responsive. Thank you -

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I am happy to see this commitment and I wish you luck. My experience with Citrix Support has been horrible and basically not worth the effort in making the call.

Posted by Anonymous at Feb 20, 2008 16:42 | Reply To This

Since there hasn't been much blogging activities here since its inception in Dec 2007, what does this say about your commitment to

"get closer to our Customers and Partners with the goal of gathering valuable feedback on our performance and providing insight into our direction and plans. I have asked my management team to leverage this site to ensure we are heading in the direction that YOU, our Customers and Partners need us to go in ... You will be hearing from each of my direct management team members over the next week."

??

Or was this one of those things that sounded good on paper and really not practical in practice?

Posted by Anonymous at Apr 17, 2008 14:47 | Reply To This

I echo the above responses.  Citrix has been horrible with support.  I have thankfully hardly ever used them, and have even ended up providing solutions for Citrix Support Staff for other problems they were having difficulty with only to find that they could not help me with my specific issue.  It appears that there is only a couple of staff (maybe even only one) that ever monitors the forum.  Futther, as a reseller for approximately 12yrs... because I'm only a Silver Partner Citrix seems to provide all the leads to only their "Big" resellers.  Once, I complained about this and received 3 or 4 leads all in one week only to follow up and find that the leads were not even qualified.  Citrix better get their poop in a group, or they are going to lose market share to some other up & coming competitors!  The fact that they built this blog and have not even posted in almost 5 months is very indicative of their level of support.

Posted by Anonymous at May 01, 2008 18:05 | Reply To This

Thank you for the comments. I very pleased that we are getting activity on this site. We have setup a group to monitor it on a regular basis moving forward and encourage all of our Customers and Partners to start providing feedback. Since taking my position in July last year we have made or are making the following changes for you:
(a) We have made changes to our internal structure and management teams and I believe we have a strong, very Customer focused team in place at this time. I encourage you to reach out directly to the management team if you experience any problems with Support.
(b) We have implemented a Customer Satisfaction Survey that provides Citrix details on your experience with Support. It is sent to each individual who opens a case with Citrix Support once that case is closed (within 3 days.) This survey only queries an individual every 60 days provided a full survey is filled out.
(c) We are implementing product specialization queues to ensure the Support engineers you are working with can resolve you product specific issue quicker and provide higher quality technical solutions. Multiple queues have already been implemented and more are in progress.
(d) We have implemented a process that allows your Support engineer to provide you with a direct contact number and e-mail address for working on your Support cases to ensure consistency in your Technical Support experience.
(e) We have opened the Online Problem Reporting and Tracking (OPRT) tool to a subset of Partners as a pilot test. This will allow all Customers and Partners to open, add information and review statuses of their cases via a real-time web browser interface into our Support CRM.
(f) We have implemented a process that requires all Customer and Partner facing engineers to include their manager's information in their e-mail signature to ensure that Customers and Partners are able to escalate a case to management visibility quickly and easily if required.
We have also made many more improvements over the last year and I would love to speak to you about these changes and to get direct feedback from you on your experience. I encourage all of you to provide feedback on this blog or to contact my management team or myself directly if you have specific issues with our Support. I want to ensure you that I truly believe Support is one of the key product features that determines Success and Customer Satisfaction with Citrix Solutions and I am committed to providing that to you!
My Direct Management
Julio Rodriguez - 954-689-1202
Jungang Wie - 408-790-8449
Mike Stringer - 954-689-1666
Olivier Biscaldi - 954-689-1201
Rene Alfonso - 954-229-6357
Robert Schaeffer - 678-225-3902
Stuart Kennedy - 408-790-8359

Posted by Mike Stringer at May 16, 2008 13:39Updated by Mike Stringer | Reply To This

The Online Problem Reporting and Tracking (OPRT) tool is now open to all Citrix Support Customers and Citrix Partners. This site can be accessed from the Support link on the https://www.citrix.com front page or via the following URL: https://www.citrix.com/English/SS/supportSecond.asp?slID=38676. OPRT allows you to open a Support case online, add new information and see the status and new information that Citrix Engineers have added. Please provide us feedback on your experience using OPRT.

Posted by Mike Stringer at May 19, 2008 10:17 | Reply To This