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IXOS Software, Inc.

Leading Document Solutions Provider Goes Global with Remote Support
With more than 1,100 customers worldwide, IXOS Software is the leading provider of document solutions for inter-enterprise system environments. IXOS solutions ensure the seamless integration of electronic documents into a companys business processes through the digitalization, archival and management of dynamic documents and data volumes, including the efficient management of email, attachments and mailboxes for the Microsoft Exchange platform.
THE CHALLENGE:

GoToAssist is the greatest tool that we could find. It enormously improves our support quality and shortens the resolution time of cases, and it allows us to train our customers to avoid future problems.
MANFRED WEIS

As a manager of technical services with IXOS Software, Inc., Manfred Weis has the herculean task of supporting some 220 customers throughout the Americas. Yet the technical services department of just 17 engineers at the companys San Mateo, California, location provides 13 hours of the 24/7 technical support for the companys Fortune 500 customers and has chalked up a 70 percent increase in first-time resolution rates in the process. Weis and team have accomplished this impressive feat thanks to Citrix GoToAssist, which enables remote access to their customers computers and data centers. When IXOS was comparison-shopping various remote-support solutions, it was GoToAssists ability to access systems behind firewalls that helped sell the company on the Web-based product. There are tons of remote-support software solutions, Weis explains, but conventional remote-support tools are insufficient for us. Weis needed access to locked-down corporate firewalls without the administrative nightmare of managing secure ID cards and a different logon for every customer. Because GoToAssist uses standard HTTP technology and security features, it allows his team to get through firewalls 70 percent of the time, minimizing the need to send a support engineer on-site to solve the customers problem. Flying someone across the country to look at a system for 30 minutes is not very efficient, says Weis. Thats why GoToAssist is a great solution for us. Its very reliable and easy to use.
A TECHNOLOGY LEADER LOOKS
TO A

MANAGER, TECHNICAL SERVICES IXOS SOFTWARE, INC.

Key Benefits
Be up and running within 48 hours no additional infrastructure needed Reduce costs while improving the quality of service Increase customer satisfaction and loyalty Improve first-call resolution Measure success with comprehensive reporting functionality Experience total security, flexibility and scalability No end-user installation necessary Firewall friendly State-of-the-art security, proprietary compression technology and 128-bit end-to-end AES encryption
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SUPERIOR SOLUTION

GoToAssists inherent collaborative capabilities were a perfect fit for a company like IXOS, which emphasizes teamwork and customer service. Within three days Weiss team had integrated GoToAssist into its Web site, allowing its customers to connect directly to its support engineers via a dedicated portal. The engineers training took just a half hour due to GoToAssists simple interface.

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With GoToAssists robust features, including Remote Viewing/Control, IXOS support engineers can immediately troubleshoot a problem directly on the customers computer or server. A key advantage of GoToAssist, according to Weis, is that the technology allows IXOS engineers to see log files, error messages and configuration settings without asking the customer to send everything in an email or even worse to read to us on the phone what he sees on his screen. By having the ability to view error messages themselves, the engineers can often determine how the customer got the error by verifying which steps the customer performed. This allows us to show the customers how it should be done, says Weis, and to help them avoid further problems.
EFFICIENCY AND EASE B I G R E WA R D S
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GoToAssists remote-support features have resulted in a 70 percent increase in first-time resolution. The firewall-friendly features and stringent security protocols inherent to GoToAssist allow IXOS engineers to support customers behind corporate firewalls without compromising the integrity of secure data. IXOS support engineers, who handle an average of 300 remote-support sessions a month, find GoToAssist extremely reliable. They are impressed with its small executable a necessity for fast connections. Plus, its easy-to-use interface makes it simple for both IXOS engineers and customers to navigate through help sessions. I like that we can see exactly what the customer is doing and the result of that action, says Weis. GoToAssist takes all the guesswork out of it.

Citrix Online
A Division of Citrix Systems, Inc. 5385 Hollister Avenue Santa Barbara, CA 93111 USA Product Information: www.gotoassist.com Sales Inquiries: gotoassist@citrixonline.com Phone: (800) 549-8541 (in the U.S.) +1 (805) 690-5729 (outside the U.S.) Channel Partners: resellers@citrixonline.com Phone: (805) 690-5711 Media Inquiries: pr@citrixonline.com Phone: (805) 690-2961

USE REAP
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Weis and his team typically spend one week on-site with a client to install IXOS software solutions and conduct user and admin training. As the number of IXOS clients grows, the company faces the added costs of expanding its support team.
With GoToAssist, the company can control its personnel overhead through quick turnaround on handling cases: Fewer engineers are needed to support the larger case volume. GoToAssists small and reliable executable allows for an incomparably fast and stable connection with the customer, which enables IXOS to realize a 60 percent reduction in case-handling time.

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 GoToMyPC, the easiest-to-use solution for remote, secure and managed desktop PC access over the Web; Citrix GoToAssist, the industry-leading remote-support solution; and Citrix GoToMeeting, the easiest, most secure and cost-effective solution for conducting online meetings. Citrix Online products are used by more than 4,900 companies worldwide, including Verizon Online, Siemens, Cablevision and Microsoft Business Solutions. The division is based in Santa Barbara, California, and is on the Web at www.gotomypc.com, www.gotoassist.com, www.gotomeeting.com and www.citrix.com.
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