New call centre to help ring Citrix changes

New call centre to help ring Citrix changes


Citrix has opened a Sydney call centre to handle queries from its resellers.

About a dozen qualified company staff will operate the Customer Care service, which the vendor is billing as a one-stop-shop for channel partners to ring or email for information on licensing arrangements, migration issues and other matters aimed at making Citrix an easier sell.

The service follows a series of changes implemented by the server vendor as it moves towards a more solutions and services model.

As previously reported in ARN, Citrix has trimmed its reseller network by 40 to 220, because it claimed they weren’t earning their keep. It also split its channel team into two divisions – channel management headed by Michael McGrath; and channel sales by Phil Dean-Jones.

McGrath said the changes would make the company more channel-focused.

“We are focusing on improving our channel programmes to provide more and more margin, more demand and make it easier for our channels to do business with Citrix,” he said.

“Dean-Jones is focused on training sales professionals to work with key channel partners [now known as solution advisors]. They will help him educate and train these channel partners and help them sell to end users.”

Citrix uses Express Data and Alstom IT as distributors, and brands its resellers as 'solution advisors'.

“They are different to a standard reseller," McGrath said. "We are moving beyond standard technical services and fulfilment to educating customers about the importance of access to their business information and implementing a strategy with regard to infrastructure.

“A trusted advisor educates the customer, helps address strategic business issues and has a planned strategy for the rollout."

For more on this story, see next week’s ARN.

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