Citrix Selects Clientele for Windows To Manage Nationwide Customer
Services

The Customer Support Package Will Be Used to Manage Customer Activities in
Sales, Marketing and Technical Support Departments

Lake Oswego, OR -- March 6, 1995 -- Citrix Systems, Inc., the leading
provider of remote application server software, has selected AnswerSet's
Clientele for Windows to manage its customer service activities
nationwide, the companies announced today.

Citrix executives said that AnswerSet will be used to automate and
integrate customer activities generated by tech support, marketing and
sales departments. In addition, Citrix will use Clientele in conjunction
with its own flagship product, WinView for Networks, to implement a
seven-day-a-week, 24-hour-a-day customer service operation.

"We selected Clientele based on its performance, its simplicity and its
ability to be modified to fit each particular department's needs,"
explained Bruce Chittendon, vice president of engineering for Citrix.
"Clientele's ability to run so efficiently on WinView was an added
bonus."

Chittendon said that while Citrix had been planning to implement a 24-hour
support service for some time, the prospect of staffing the office 24
hours a day was neither cost-effective nor personally appealing to the
staff involved. Clientele, implemented with their own WinView application
server software, provided a cost-effective and convenient alternative.

Chittendon explained that during off-hours, the company's phone support
system will forward calls to an on-call representative's home phone or
beeper. When the call is received, the support representative on call can
use his or her laptop to dial in from home or on the road to Clientele,
which runs on WinView. Because WinView is optimized for fast performance
across NetWare and TCP/IP LANs, WANs, or the Internet, support reps can
dial-in on any modem, from anywhere in the world, and receive the same
access to information and performance they would if they were at their
desk at Citrix headquarters.

Citrix joins a long list of high tech companies including GageTalker,
Microcom, Microtest, ATI Technologies, PCs Compleat, Glanz Technologies
and CC:Mail (Lotus) which are using Clientele to manage customer support
services. Like these other companies, Citrix sought a more sophisticated,
multi-function customer support system to replace its home-grown system.

Citrix uses Clientele to manage more than 7,000 customers and 50,000
records -numbers that increase every day. While its 10 technical support
people are the primary users of the system, Chittendon estimates that at
least 25 people throughout the company are using Clientele at any one
time.

"Our sales department uses Clientele as a kind of on-line Rolodex system,"
said Chittendon. "After leads are entered in Clientele, the system is used
to generate sales letters and a pick list of materials the salesperson
would like sent to a customer. Our receptionist then logs into Clientele a
few times a day, prints out the letters and labels, pulls the appropriate
materials from the pick list and sends off the sales packets. Now sales
materials are generally mailed within a few hours of the initial customer
contact -versus once a week, as was the case with our old system."

The tech support department uses Clientele to track customer calls and
generate statistics and reports which are sent back to relevant
departments. "We've only been using Clientele for about three weeks but
we've already discovered that our call time is a lot longer than we
thought," said Chittendon. "We also realized that 60 percent of our calls
are coming from one product. Clientele shows us where we have work to do
and precisely what we need to address." The Citrix marketing department is
also already up and running on Clientele. It uses the system to track the
success of different promotional campaigns and sales closure statistics.

Citrix first learned of Clientele from a mutual customer, a Fortune 100
firm, which had implemented the system to manage information accessed by
hundreds of customer support representatives located nationwide. "I
figured that if Clientele could support that scope of operation, it would
definitely work for us," Chittendon said.

Chittendon called AnswerSet to request an evaluation copy of the product
and 30 days later had Clientele up and running throughout the company.
Chittendon said that he is still surprised at how quickly everything
transpired. "I literally never had to wait for more than five minutes for
a call back from AnswerSet," said Chittendon. "Within 30 days I had
evaluated the product, implemented it, downloaded all existing customer
records to AnswerSet and trained employees to use the system. The system
was completely straightforward and easy to use."

Future plans for Citrix include customizing Clientele for various
department requirements and integrating the system with an accounting
package used by Citrix.

Citrix Systems, Inc. is the industry's leading supplier of application
server software. Founded in 1989, the privately-held firm is headquartered
in Coral Springs, Florida, and has regional sales offices throughout North
America. The company' s flagship product is WinView for Networks
application server software, which provides fast remote access to Windows
and DOS applications for NetWare networks.

AnswerSet is a market leader in PC LAN-based customer information and help
desk systems. Its products automate help desk and customer support
functions, maintaining a central repository of critical customer
information for accessibility company-wide. Clientele is available for
both DOS and Windows with prices ranging from $695 per concurrent user to
$6195 for each group of 10 concurrent users.

For more information, contact AnswerSet at 5335 S. W. Meadows Road, Suite
450, Lake Oswego, OR 97035, phone 503-598-4500, fax 503-598-4515

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