providinggotoassist

CasestudyRSMMcGladreymaximizesproductivityandclientsatisfactionviaremotesupportRSMMcGladrey,Inc.
,offersbusinessandtaxconsulting,wealthmanagement,retirementresources,payrollservicesandcorporatefinancetoclients.
Thefirmhasmorethan120officesthroughouttheUnitedStates.
Thechallenge:increasebillablehourswhilereducingtraveltimeHowdoesafirmmaximizebillableconsultanttimewhilemaintainingasuperiorlevelofclientserviceSteveKleinwort,aninformationtechnologymanageratRSMMcGladrey,explainedhisfirm'sdilemma:"Weweretravelingtoclientsitesalmostdailyforsoftwaredevelopment,systemintegrationortoresolveanissue.
"Asaresult,thefirm'sconsultantswerespendinghoursontheroadratherthanperforminghigher-valueconsultingwork.
"Weneededawaytoquicklyresolveissuesandreduceourtravel,"Kleinwortsaid.
ImplementingGoToAssistforreal-timeremotesupportKleinwortrecentlydiscoveredtherightsolution.
ConsultantsandotherprofessionalsatRSMMcGladreynowrelyonCitrixGoToAssisteachdaytoprovidereal-timeremotesupporttoclients.
Withproprietaryscreen-sharingtechnologyandbestpracticessupporttools,consultantssecurelyshareaclient'sserverordesktopjustasiftheconsultantswereactuallyonsite.
"Insteadoftraveling,wecanbeconsulting.
It'samuchmoreeffectiveuseofourtime,"saidKleinwort.
"WithGoToAssist,wehelpourclientsfasterandmoreefficiently.
EverythingaboutGoToAssisthasexceededourexpectations.
"BoostbillableactivitiesbyprovidingefficientremotesupportWithatypicalroundtriptoaclientaveragingtwohours,travelcostsadduprapidly.
"Becausewechargeclientsfortraveltimeandmileage,usingGoToAssistsavesthemmoney,"saysKleinwort.
Issuesthatpreviouslyrequiredhoursoftravelnowcanfrequentlyberesolvedinjustminutes.
"MostofourcallsusingGoToAssistare15minuteslong—Ican'tevenwalktomycarandgetoutoftheparkinglotinlessthan15minutes,"hesaid.
Withconsultantstravelingless,theycannowspendtheirtimeonhigher-valueconsultingservices,therebyincreasingtheirbillableactivities.
"BecauseGoToAssisthelpsusresolveissuesquicker,wecanperformhigher-billable-rateactivities,"hesaid.
"Ourconsultantsaremoreefficientandarenowearningmore.
"RSMMcGladrey,Inc.
WithGoToAssist,we'reachievinghigheremployeeretention,higheremployeesatisfactionandlessburnout.
OurpeopleloveGoToAssist.
SteveKleinwortInformationTechnologyManagerRSMMcGladrey,Inc.
""KeybenefitsDecreasescallhandlingtimebyupto75percentIncreasesbillablehoursBoostsconsultantandcustomersatisfactionProductinformation:www.
gotoassist.
comSalesinquiries:gotoassist@citrixonline.
comPhone:(800)549-8541+1(805)690-5729(outsidetheU.
S.
)Channelpartners:resellers@citrixonline.
comPhone:(805)690-5711Mediainquiries:pr@citrixonline.
comPhone:(805)690-6926Aboutthiscustomer:www.
rsmmcgladrey.
comExceedcustomerexpectationswithfasterresolutionNotonlyareconsultantsmoreproductivewithGoToAssist,butclientsareravingabouttheimmediatesupportandservicethefirmnowprovides.
"IcandefinitelysaythatwehavehigherclientsatisfactionwithGoToAssist,"saidKleinwort.
Theproof"WereceiveglowingcommentseverydayfromourclientstellingusGoToAssistiswonderfulandissomuchquickerthananon-sitevisit.
"Throughhigherclientsatisfaction,thefirmexpectstoretainclientslongerandsecureadditionalbusinessinthefuture.
EvenissuesthatconsultantshandleoverthephonehaveseenresolutiontimesslashedsincethedebutofGoToAssist.
"Forissuesthatwewerepreviouslyhandlingoverthephone,wehavecuttheresolutiontimebyasmuchas75percent,"saidKleinwort.
"ClientsstarteddemandingweuseGoToAssistmoreoften.
"Infact,GoToAssisthasprovedsopopularwithclientsthatthefirmnowchargesextraforGoToAssistsupportsessions,therebycreatinganadditionalsourceofrevenue.
"Clientswereveryacceptingoftheadditionalfeebecausewe'rehelpingthemsomuchfaster,"headded.
ImprovejobsatisfactionbyassistingfromanywhereBecauseconsultantsoftenneedtobeoncallforemergencies,providinginstantremotesupportviaGoToAssistcanoftensavetheday—literally.
"Someofourconsultantshaveveryspecializedknowledge,andthereisoftenonlyonepersonwhocanhelpaparticularclient,"explainedKleinwort.
AconsultantcannowassistclientsinapinchbyworkingfromhomeusingGoToAssist.
"Inmanycaseswecanresolveissuesthesamedayratherthannextday,"hesaid.
Throughsecurityfeaturessuchasend-userpermissionsand128-bitend-to-endAESencryption,GoToAssisthelpsreassureclientsinsensitiveindustriesthattheirdatawillremainconfidential,eveniftheconsultantisworkingfromhome.
"Ourtoolsmustbesecuretopassourfirm'sstandards.
GoToAssististotallysecure,"saidKleinwort.
Becauseconsultantsarenolongertravelingasmuchandcanassistcustomersfromalmostanywhere,GoToAssisthasprovidedsomeunexpectedbenefits.
"IcanhonestlysaythatGoToAssisthasgreatlyenhancedthequalityoflifeofourconsultants,"saidKleinwort.
"Ourconsultantswanttobehomefortheirchildren'sballgames,andGoToAssisthasallowedthemtodothat.
"Theresultishappier,moreproductiveemployees.
"WithGoToAssist,we'reachievinghigheremployeeretention,higheremployeesatisfactionandlessburnout,"hesaid.
"OurpeopleloveGoToAssist.
"AboutCitrixOnlineCitrixOnlineprovidessecure,easy-to-useonlinesolutionsthatenablepeopletoworkfromanywherewithanyone.
WhetherusingGoToMyPCtoaccessandworkonaremotePC,GoToAssisttosupportcustomersorGoToMeetingtoholdonlinemeetings,ourcustomers–morethan35,000businessesandhundredsofthousandsofindividuals–areincreasingproductivity,decreasingtravelcostsandimprovingsales,trainingandserviceonaglobalbasis.
AdivisionofCitrixSystems,Inc.
(Nasdaq:CTXS),thecompanyisbasedinSantaBarbara,California.
Formoreinformation,visitwww.
citrixonline.
comorcall805-690-6400.
2008CitrixOnline,LLC.
Allrightsreserved.
Citrix,GoToMyPC,GoToAssistandGoToMeetingaretrademarksofCitrixSystems,Inc.
and/oroneormoreofitssubsidiaries,andmayberegisteredintheUnitedStatesPatentandTrademarkOfficeandinothercountries.
Allothertrademarksarethepropertyoftheirrespectiveowners.
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