Login  |  Join Us  |  Subscribe to Newsletter
Login to View News Feed and Manage Profile
☰
Login
Join Us
Login to View News Feed and Manage Profile
Agency
Agency
  • Home
  • Information
    • Discussion
    • Articles
    • Whitepapers
    • Use Cases
    • News
    • Contributors
    • Subscribe to Newsletter
  • Courses
    • Data Science & Analytics
    • Statistics and Related Courses
    • Online Data Science Courses
  • Prodigy
    • Prodigy Login
    • Prodigy Find Out More
    • Prodigy Free Services
    • Prodigy Feedback
    • Prodigy T&Cs
  • Awards
    • Contributors Competition
    • Data Science Writer Of The Year
  • Membership
    • Individual
    • Organisational
    • University
    • Associate
    • Affiliate
    • Benefits
    • Membership Fees
    • Join Us
  • Consultancy
    • Professional Services
    • Project Methodology
    • Unlock Your Data
    • Advanced Analytics
  • Resources
    • Big Data Resources
    • Technology Resources
    • Speakers
    • Data Science Jobs Board
    • Member CVs
  • About
    • Contact
    • Data Science Foundation
    • Steering Group
    • Professional Standards
    • Government And Industry
    • Sponsors
    • Supporter
    • Application Form
    • Education
    • Legal Notice
    • Privacy
    • Sitemap
  • Home
  • Information
    • Discussion
    • Articles
    • Whitepapers
    • Use Cases
    • News
    • Contributors
  • Courses
    • Data Science & Analytics
    • Statistics and Related Courses
    • Online Data Science Courses
  • Prodigy
    • Prodigy Login
    • Prodigy Find Out More
    • Prodigy Free Services
    • Prodigy Feedback
    • Prodigy T&Cs
  • Awards
    • Contributors Competition
    • Data Science Writer
  • Membership
    • Individual
    • Organisational
    • University
    • Associate
    • Affiliate
    • Benefits
    • Membership Fees
    • Join Us
  • Consultancy
    • Professional Services
    • Project Methodology
    • Unlock Your Data
    • Advanced Analytics
  • Resources
    • Big Data Resources
    • Technology Resources
    • Speakers
    • Data Science Jobs Board
    • Member CVs
  • About
    • Contact
    • Data Science Foundation
    • Steering Group
    • Professional Standards
    • Government And Industry
    • Sponsors
    • Supporter
    • Application Form
    • Education
    • Legal Notice
    • Privacy
    • Sitemap
  • Subscribe to Newsletter
04 March 2016 Peppersack Views (2326) Comments (3)
Author Profile
Other Articles
Follow (9)

Share with your network:

Enhancing Customer Experience Use Case

Citrix Relies on Data Science to Improve Customer Experience and Operation Efficiency.

Data science is one of the fastest growing fields in the world, and for good reason. It offers significant advantages to businesses and organizations of all types, in any industry. Moreover, it can be applied to virtually any need within an organization – something that Citrix realized and capitalized on.

Who Is Citrix?

Citrix is based in the US, and focuses on software and services in the virtualization and remote access sphere. The company was founded in 1989, and has gone on to achieve success on a global scale. The company’s vision is to, “Measure the value of technology by how it benefits people. It’s about what they need to do and what they need to achieve.”

Citrix’s products range from the Citrix Workplace Suite for mobile workplaces to enterprise apps, the XenMobile management system, Worx Mobile App suite and a great deal more. The company’s customers range from Fortune 500 companies to freelancers.

The Challenge

While Citrix is a technology company, their goal is to improve work and life for real people. Part of that requires handling customer support needs. In short, the company needed to find a way to identify cases that would escalate into serious problems if not attended to immediately.

In most companies, customer support is handled on a call-by-call or first come, first served basis. It’s a logical approach, at least superficially. However, Citrix faced the same challenges that any other business does in this area – some of the support calls were relatively minor, while others were critical. By following a first come, first served support model, customers with serious issues were being forced to wait for answers. The issue here is that serious problems demand an immediate response, or the customer’s situation deteriorates rapidly, forcing them to escalate the situation.

Obviously, complaint escalation means that the problem will now involve more people at Citrix, reducing the staff’s ability to handle other customers. It also increases stress, aggravation and hassle to the client. In a worst-case scenario, this could see the customer abandoning Citrix in favour of a company he or she felt could better serve their needs in a timely manner.

Not only did these instances adversely affect the customer’s overall experience, but they highlighted inefficiency within Citrix’s operation. By identifying cases that would escalate quickly if not addressed in a timely manner, Citrix hoped to improve customer satisfaction, sales and worker experience as well. However, the company’s in-house data science team needed assistance.

The Answer

To assist with its challenge, Citrix chose to work with Wise.io, Inc. Founded in 2012, Wise.io has significant experience in machine learning, statistics, computer science and related areas. The Wise.io data science team collaborated with Citrix’s own in-house team via Wise’s proprietary Wise Enterprise Platform. The Citrix team gathered data from a wide range of different sources within the company. This data was then prepared for modelling, with appropriate attributes selected.

The Wise.io team collaborated to help build a model with unsurpassed accuracy, with the results of the modelling sent to a mobile application usable directly by Citrix’s sales and tech support representatives.

Value Derived

The data science project was able to deliver significant value to both Citrix and the company’s customers. The team was able to put advanced machine learning technology to use without the need for extensive, expensive in-house development, which shortened the duration of the project to just weeks, rather than months.

The most important value here, though, was the creation of an application that had an immediate impact on customer experience, turning what could have become negative experiences into positive ones by allowing sales and support staff to immediately take action where the problems were most serious, rather than simply handling support issues on an as-they-come basis. In addition, the project benefited Citrix by reducing inefficiency, streamlining the support staff experience, and reducing churn.

Source

http://www.wise.io/data-science-case-study

Like (6)
Download

Email a PDF

If you found this Use Case interesting, why not review the other Use Cases in our archive.

Login to Comment and Like

Comments:

Abhishek Mishra

19 Apr 2020 06:22:27 PM

Nicely written. Liked the message and core component of thr whitepaper.looking forward to read more such...

Balakrishnan Subramanian

20 Apr 2020 09:49:08 AM

Good article "Enhancing Customer Experience Use Case". In that, Explanation about Citrix is awesome.

Abhishek Mishra

25 Apr 2020 10:15:34 AM

A number of solutions have been created to reach at-risk teens and help prevent them from taking their own lives. - Agree

Go to discussion page

Categories

  • Data Science
  • Data Security
  • Analytics
  • Machine Learning
  • Artificial Intelligence
  • Robotics
  • Visualisation
  • Internet of Things
  • People & Leadership
  • Other Topics
To attach files from your computer

    Contact Form

    Refresh
    +

    Comment

    You cannot reply to your own comment or question. You can respond to another member's comment in this thread.

    Get in touch

     

    Subscribe to latest Data science Foundation news

    I have read and agree to the Data science Foundation Privacy Policy

    • Home
    • Information
    • Resources
    • Membership
    • Services
    • Legal
    • Privacy
    • Site Map
    • Contact

    © 2022 Data science Foundation. All rights reserved. Data S.F. Limited 09624670

    Site By-Peppersack

    We use cookies

    Cookie Information

    We are using cookies to provide statistics that help us to improve your experience of our site. You can choose to use the site without cookies. However, by continuing to use the site without changing your settings, you are agreeing to our use of cookies.

    Contact Form

    This member is participating in the Prodigy programme. This message will be directed to Prodigy Admin the Prodigy Programme manager. Find out more about Prodigy

    Complete your membership listing and tell others about your interests, experience and qualifications with a Personal Profile page.

    Add a Personal Profile

    Your Personal Profile page is missing information about your experience and qualifications that other members would find interesting. Click here to update.

    Login / Join Us

    Login to your membership account to view your personalised news feed, update your profile, manage your preferences. publish articles and to create a following.

    If you are not a member but work with or have an interest in Data Science, Machine Learning and Artificial Intelligence, join us today.

    Login | Join Us

    Support the work of the Data Science Foundation

    Help to fund our work and enable us to provide free communications and knowledge sharing services to members across the globe.

    Click here to set-up a donation of £30 per year

    Follow

    Login

    Login to follow this member

    Login