Bitdefender Enterprise Case Study

Bitdefender Enterprise Case Study Bitdefender Enterprise Citrix’s easy-to-use remote support tool ensures customer satisfaction gotoassist.com Bitdefender Enterprise Case Study 2 Since using GoToAssist Corporate we have succeeded in generating a measurable increase in customer satisfaction. The human collaboration between the enterprise user and the support www.enterprise. provider during the remote session creates a sense bitdefender.com of trust, which is essential for customer retention. Cosmin Pucean Head of Enterprise Support Bitdefender is a trusted and respected security solutions company based in Bucharest, Romania. The firm also has offices in the USA, UK, Germany, Spain and the United Arab Emirates. Bitdefender’s industry-leading solutions and services support businesses that adopt virtualisation and cloud technologies and have been specifically designed to ensure the highest levels of reliability and performance. Founded in 2001, the international global security technology company has established a presence in more than 100 countries. It has forged strong relationships with technology and OEM partners, value-added resellers and business and end-user customers. The initial challenge: Managing the provision of remote support for an international business-critical technology provider Bitdefender’s core philosophy is to provide the best performing security technology available and to help its customers stay ahead in a high-threat environment. In 2011, Bitdefender introduced GoToAssist Corporate to enable its support teams to deliver the highest levels of fast, efficient customer care in a secure environment. The hosted solution, which requires no premise-based hardware or software, was initially installed on a trial basis. GoToAssist quickly gained the approval of Bitdefender’s enterprise support team, engineers and the business users they served. As a result, it was rolled out within the business. Bitdefender also implemented GoToMeeting and GoToWebinar tools to support internal and external collaboration within the business as well as with key business partners. Enhanced technical support Bitdefender Head of Enterprise Support, Cosmin Pucean and his enterprise support team use GoToAssist to provides a secure environment with which to collaborate with enterprise users and undertake remote diagnostic and repair gotoassist.com Bitdefender Enterprise Case Study 3 work. “GoToAssist enables multi-user collaboration,” he says. “This means that, Key benefits when necessary, the support team can involve an engineer on the call. • Improved technical collaboration across “Our engineers like using GoToAssist and have particularly benefited from the the business remote diagnostic tool that shows them the customer’s desktop and provides • Increased customer satisfaction and crucial information such as the type of applications they have running.” enriched customer interactions The ability to call upon live support from within the business remotely has also • Delivered tools to proved a big advantage from a language perspective, as well as helping the measure success of support provision team to resolve complex queries in the fastest possible time. “The multi-user • Enabled cost- aspect of GoToAssist enables a native speaker to easily be brought in from an effective overseas office to facilitate,” adds Pucean. “It also enables different technical communication with internal and specialists from different offices to be consulted, in turn increasing our problem- external business solving capability.” stakeholders Improving customer service A core part of Bitdefender’s corporate ethos is to protect its customers from potentially damaging external threats through the provision of consistent high-level security coverage. To guarantee this business-critical support isn’t compromised, Bitdefender’s support team is always on the alert and understands that they must act quickly to resolve any issues. Since implementing GoToAssist, Pucean reports that response times decreased and first-time resolutions have increased, which is particularly important given the nature of the Bitdefender product. “The longer a security issue is left open the more vulnerable the business, which makes the instantaneous nature of the Citrix products a particular advantage,” he says. In addition to providing a fast and effective way to solve problems, the collaborative nature of the remote sessions has also helped to improve the client experience. “Since using GoToAssist we have succeeded in generating a measurable increase in customer satisfaction,” confirms Pucean. “Users like the fact that they remain in control during a remote support session and it gives them confidence in the security of the interaction. The human collaboration between the enterprise user and support provider during the remote session also creates a sense of trust, which is important for customer retention.” Measuring success “GoToAssist includes a centralised account administration function, enabling the user to customise remote sessions, for example by sending tailored survey questions at the end. The remote session is automatically recorded and has strong reporting capabilities – a big advantage for the enterprise support management team. “Customer satisfaction is what defines us as an enterprise support provider, so it is really important that we have the tools to provide support, as well as measure the success of each interaction,” he says. “The recording and monitoring functions contained in GoToAssist can provide a clear picture of what happened during any given call, which enables us to continuously improve the support we offer.” gotoassist.com Bitdefender Enterprise Case Study 4 Business-wide benefits Product GoToMeeting and GoToWebinar are also widely used across the Bitdefender information: operation for team meetings and as a business tool. The collaboration tools www.gotoassist.com www.gotomeeting.com have also been valuable in helping engineers and the marketing team to present www.gotowebinar.com and pitch new products. Using GoToMeeting and GoToWebinar, Bitdefender representatives can provide training to customers and resellers without needing to be physically present. The expanding organisation now plans to build on the success it has achieved using the Citrix solutions. “As the support team grows, we will continue to add more licenses,” says Pucean. “We are also looking to GoToAssist mobile apps for Android and IOS to support the future release of our mobile security solutions.” North America Europe, Middle East & Africa Asia Pacific Citrix Online, LLC Citrix Online, UK Ltd Citrix Online, AUS Pty Ltd 7414 Hollister Avenue Chalfont Park House Level 3, 1 Julius Avenue Goleta, CA 93117 Chalfont Park, Gerrards Cross Riverside Corporate Park U.S.A. Bucks SL9 0DZ North Ryde NSW 2113 T +1 805 690 6400 United Kingdom Australia [email protected] T +44 (0) 800 011 2120 T +61 2 8870 0870 [email protected] [email protected] About Citrix Citrix Systems, Inc. is transforming how people, businesses and IT work and collaborate in the cloud era. Its portfolio of GoTo cloud services enable people to work from anywhere with anyone by providing simple-to-use cloud-based collaboration, remote access and IT support solutions for every type of business. Learn more at www.citrix.com and www.citrixonline.com. © 2012 Citrix Online, LLC. All rights reserved. Citrix, GoToAssist, GoToMeeting, GoToMyPC, GoToTraining, GoToWebinar, Podio and ShareFile are trademarks of Citrix Systems, Inc., or a subsidiary thereof, and are or may be registered in the U.S. Patent and Trademark Office and other countries. All other trademarks are the property of their respective owners. 12.04.12/B-87272/PDF gotoassist.com .

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