The mission of the Citrix Customer Success team is to help our customers achieve their desired outcomes with our technology. But their success takes more than just our well-designed products and services — it’s also important we connect with those who champion our technology inside their companies. If we can effectively train these trainers, we make a giant leap toward helping the new customer achieve their desired outcomes and drive the employee experience they desire.
That brings me to the latest edition of our Reimagining Employee Experience, Together blog series celebrating the success of our customers using Citrix solutions. I’d like to spotlight how Bechtle drove adoption of Citrix technology across more than 70 offices, and how our team and Citrix as a whole help customers like Bechtle achieve their goals.
Bechtle Simplifies Adoption of Citrix Workspace for Employees of All Skill Levels
As the largest IT provider in Germany, Bechtle serves clients in 14 European countries by future-proofing technology to ensure it will scale with their growth. Bechtle’s Workspace Services team prioritizes enablement within the company to deliver a great employee experience no matter how skilled users are.
“For all the different kinds of users and roles we have within our company, the user experience still should be good. That’s what Citrix is enabling us to do,” says Marco Stalder, Bechtle’s Head of Workspace Services. “We have been working very closely with Citrix, using customer adoption kits, using training videos published on YouTube and integrating them into our own documentation really to help the users adopting the technology.”
How the Customer Success Team Empowers Customers to Reach Their Outcomes
Bechtle is a great example of how Citrix Customer Success works with our customers to help them achieve their unique goals. In the same way, we always begin by understanding the business objectives and use cases for the Citrix technology a customer adopted. For instance, the main reason Bechtle chose Citrix Workspace was to simplify and speed the rollout of new apps and technology for all employees. This made it especially critical to educate users of all skill levels in how to master Citrix Workspace so everyone would have the best possible user experience and be empowered to do their best work.
Once we understand the customer’s goals, we can create a unique change management strategy for the customer. We often partner with other Citrix teams like Adoption Marketing during this step. In addition to one-on-one support, a change management strategy might include:
- Technical “how to” guides and resources for IT, such as a Cloud Success Center for customers with a cloud subscription
- In-product guidance for end-users
- Self-serve educational resources to drive organizational awareness among end users, such as “why change” guides, introductory emails, and even facility signage.
At Citrix, we know that our success depends on our customers’ success. This inspires my team to lead by listening, prioritizing the unique goals and outcomes of every customer who relies on our technology and services. That’s why Citrix has transformed the way people work at companies like Bechtle, and why Citrix will continue to make great employee experiences possible for our customers across the world.
Keep on the lookout over the next few months as Citrix leaders continue to share the tremendous accomplishments of our customers — and how Citrix team members are helping them achieve their business goals.
Miss the first post in our series? Check out Worldpay’s story here.
