Citrix Gives Best Software, HP, Intuit, Kronos and Other Industry Leaders Competitive Advantage Through Improved Technical Support With GoToAssist.

Business Editors

SANTA BARBARA, Calif.--(BUSINESS WIRE)--April 20, 2004

Industry Leaders Slash Technical Support Call Resolution Time

Nearly 10-Fold

Citrix Online, a division of Citrix Systems, Inc. (NASDAQ:CTXS), reports that many of the world's leading technology companies use Citrix(R) GoToAssist(TM), a virtual on-site support technology, to significantly enhance the productivity and quality of their customer-support and help-desk organizations. HP, Cisco Systems, Intuit, Best Software, CDW, Kronos Incorporated and Siemens are among many industry leaders gaining increased competitive advantage from the improved technical-support capabilities that Citrix GoToAssist offers, while also drastically reducing resolution time and IT support costs.

Virtual on-site support leverages the Internet to deliver remote technical-support and collaboration on demand. Organizations can sharply reduce performance delays, productivity downtime and costs associated with on-site dispatch and travel -- factors that can determine customer satisfaction and competitive advantage.

"It's critical that technology companies embrace virtual on-site support technology or they risk being left behind," says Pete McGarahan, executive fellow at STI Knowledge, a provider of business-process outsourcing (BPO) solutions and services for the financial services, healthcare, and state and local government industries. "High quality technical support is a strategic competitive advantage that directly affects customer satisfaction and customer loyalty and ultimately the top line. Quality of technical support service is a key differentiator for STI, and Citrix GoToAssist is helping us achieve our goal of 100% customer satisfaction."

Show It, Don't Explain It

The Citrix GoToAssist virtual onsite-support solution can be initiated by phone or on the Web. With a few clicks of the mouse, a support representative can chat online with end-users, show a live demo, "push" a Web page or file transfer and take permission-based control of the customer's mouse and keyboard to resolve a problem. With Citrix GoToAssist, support organizations report first-call issue resolution increases of 70 percent or more and a 50 percent reduction in support-handling time.

Mark Ellis, director of global support at Kronos Incorporated, says GoToAssist is a huge advantage: "Since we implemented GoToAssist, we have realized at least a 20 percent increase in call capacity. We resolve support incidents more than 50 percent faster, and estimate this significant reduction in handling time will save approximately 11,000 support-engineer labor hours per year."

The Citrix GoToAssist managed service provides highly scalable, reliable connectivity to desktop applications, including non-Web-enabled legacy applications. No investment in hardware or software is required, eliminating costly deployment expenses and implementation time. Strong security and complete data privacy with 128-bit, end-to-end Advanced Encryption Standard (AES) data encryption is standard protection for all sessions.

"Successful technology companies recognize the need to lower costs, and increase productivity while improving customer loyalty," states Brian Donahoo, senior vice president of products and client services at Citrix Online. "GoToAssist is an enterprise-proven remote-support solution that provides maximum, near-term return-on-investment in a way that also turns post-sales technical-support into competitive advantage."

Citrix GoToAssist consistently receives accolades for excellence. For three consecutive years, it won Real Market's User's Choice Awards based on nominations from its customers. It earned 2004 Editor's Choice Award from TMC Labs, 2003 Product of the Year Award from Customer Interaction Solutions Magazine and recognition from CRN, PC Magazine and eWeek for enterprise-application excellence.

For sales enquiries and more information about award-winning GoToAssist 5.0, visit www.gotoassist.com or call 800-549-8541.

About Citrix Online

Citrix Online, a division of Citrix Systems, Inc. (Nasdaq: CTXS), offers the leading Web-based access, support, and collaboration software and services. The division offers Citrix(R) GoToMyPC(R), the easiest-to-use solution for remote, secure, and managed desktop PC access over the Web; and Citrix GoToAssist(TM), the most secure, reliable and powerful solution for Web-based technical support and customer collaboration. Citrix Online products are used by more than 4,900 companies worldwide, including Cisco Systems, Siemens, Intuit, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, Calif., and is on the Web at www.gotomypc.com, www.gotoassist.com, and www.citrix.com.

Citrix(R) is a registered trademark of Citrix Systems, Inc. in the U.S. and other countries. GoToMyPC(R) and GoToAssist(TM) are registered trademarks or trademarks of Citrix Online LLC in the U.S. and other countries. All product and company names herein may be trademarks of their respective owners.