88: The Citrix Session: So your company just upgraded to Citrix Workspace. Now what?

Sep 21, 2021

We get it. You’ve been heads-down, holding down the IT fort over this past year making sure all the newly remote workers can access their apps and desktops. Maybe you’ve been managing Citrix Virtual Apps and Desktops for years (in fact, you might know it by its old name “XenApp”). And then somebody up the chain upgrades your subscription to Citrix Workspace Premium Plus.  

So, now you’re probably left wondering just what is that, and, more importantly, what do you do with it? 

Host: Andy Whiteside
Co-Host: Bill Sutton
Co-Host: Ben Rogers

WEBVTT

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Andy Whiteside: Everyone welcome to episode 88 of the citrix session i’m your host Andy whiteside I.

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Andy Whiteside: I guess i’m excited that we’re double eight so that’s quite the accomplishment glad to have bill sudden with me bill how’s it going.

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Bill Sutton: going well crazy eights today yeah.

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Andy Whiteside: crazy a way to look at it yeah it’s a good way to frame up the day actually.

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Andy Whiteside: Also, with us has been Rogers from citrix been how’s it going.

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Ben Rogers: it’s going well, and he was good to see you know the night at the at the ball game so good to be here and man my days gotten a little weird start as well, but it’s Monday.

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Andy Whiteside: yeah I look forward to Mondays it’s just when the, I guess, maybe the way we were just talking about this when when the Saturday and Sunday rolls into Monday and Monday can’t get started, I think that’s my biggest frustration.

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Andy Whiteside: is getting getting the weekend finished, so we can get Monday started.

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Ben Rogers: We know that’s that’s probably been a lot of people’s problems with this whole work from home thing is that we can activities do tend to flow into Monday morning and.

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Ben Rogers: You know i’ve gotten lucky my son’s back in school and he’s on site and that’s got my wife back to her job, and so you know I now have Monday mornings to myself a little bit, but I still have to get kickstarted and get them out the door, and so a part of it, then.

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Ben Rogers: yeah.

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Andy Whiteside: Well guys we.

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Andy Whiteside: me share my screen, but we chose to do a blog here today, based on the challenge that we see constantly in the field where people, for various reasons, decide to move to citrix workspace.

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Andy Whiteside: Or, more specifically citrix workspace service, and then they don’t know how to fully take advantage of it and get the benefits of it at least partial benefits of it that justify the move.

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Andy Whiteside: And that’s a this blog from earlier this month, the title of it, so your company just upgraded to citrix workspace now what written by Linda railey I think how you pronounce the last name so been Am I right to say that you guys see.

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Andy Whiteside: That and and bill, also in the field where people move to workspace service, and then they use it for the same thing they were using it before.

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Andy Whiteside: And this, then don’t quite know how to get the true value out of the out of the platform that they just bought into.

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Ben Rogers: So I see two things at one I see customers that have been long time citrus customers that kind of.

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Ben Rogers: Have a thought about us that we do a one trick pony you know net pony does a lot of different tricks, but they just have a very traditional citrix delivery of desktops and Apps they really don’t know the total portfolio that we’ve developed over the years.

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Andy Whiteside: And then.

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Ben Rogers: And then we’ve got.

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Andy Whiteside: To be fair, they’ve had a ton of success delivering virtual Apps and delivering virtual desktops through citrix so they’re not wrong right.

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Ben Rogers: that’s correct yeah I mean it, we still do that and do it well and have done it for 30 years and we will continue to do that.

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Ben Rogers: But there’s there’s so much you know, like anything in it there’s five different ways to do the same thing what’s the best for your practice or your business and so.

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Ben Rogers: that’s one of the thing.

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Ben Rogers: And I have.

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Andy Whiteside: A question real quick on this, so if I if i’ve got on premises see bad and I moved to citrix workspace service, and all I do is get see that as a service that that’s a win in and of itself alone, before I ever start to adopt all the other stuff would you, would you agree.

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Ben Rogers: Oh, of course, especially if you’ve got cloud initiatives you’re you’re doing anything where you need to spike out from that on Prem environment and that’s.

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Ben Rogers: What a lot of the original motivations to moving to the seabed service in the cloud is is they’ve got a break beyond their four walls.

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Andy Whiteside: And bill, you see people do that movement all the time right on premises to citrix seabed as a platform service aka cloud.

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Andy Whiteside: They typically have a better experience.

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Andy Whiteside: going from old to new, even though they really just use the same concept with within within old new how much of that is because the as a service is that much better and how much of that is because they’re getting a chance to clean up the old garbage.

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Bill Sutton: is probably more about the garbage than it is about the other one.

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Bill Sutton: But it does perform it does it because it’s optimized and managed by citrix you know the the whole control plane.

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Bill Sutton: there’s less room for error less room for error there’s less likelihood of having sequel issues all of those things benefit the customer and not having to manage all that infrastructure, like they’ve done on Prem historically.

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Andy Whiteside: yeah I just wanna make sure we took them on with the highlight that and call that out because most of the time when i’m advising somebody to move to the services because the price is right and the gains just from doing the old stuff to the new stuff is going to be there.

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yeah.

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Andy Whiteside: So sorry been you are so I think we put this first part to bed is the good news is you can still do the old stuff but you do it, a new way in a better way, both from an end user perspective and an administrative perspective, we got that covered right.

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Ben Rogers: That is correct.

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Andy Whiteside: And I will stop I know ben’s a security guy and Ben you even talk about printing a while ago, before we hit record just the the security benefits is enough to justify it if your company cares about security which everybody hears about security.

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Ben Rogers: Sure yeah I mean yeah the the analytics part of it if you go into that part of our services really got a lot to offer there’s a lot more coming down the pipe.

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Ben Rogers: But yeah I mean for sure we definitely got some tight eyes on the environment, these days, and we’re actually able to do some remediation, which is what i’ve been.

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Ben Rogers: involved in here in the last week or so, but I wanted to come back to one point when you asked about what what we’re seeing from a customer base so.

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Ben Rogers: You know, we were talking about our our customers that have been customers are for a long time I had an interesting experience at the ball game, the other night at I actually got around a brand new customer and they were looking at just.

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Ben Rogers: vdi and talking to this customer they were kind of going down this vdi rabbit hole, and as we talked to them, we started talking about you know really sounds like you’re needing to get Apps out there.

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Ben Rogers: And you need to concentrate on the APP platform and they had never really given it a thought, because they really didn’t know that that was part of the service.

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Ben Rogers: They came from a vmware environment so they just did a one off of i’ve got this vdi technology i’m replacing it with this vdi technology.

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Ben Rogers: And the more we talked to this customer, the more we talked about maybe you should be front ending all this with the workspace APP.

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Ben Rogers: and giving the users, the dashboard and allowing them to get to a desktop but if all they really need to do is get to their applications and the desktop is frustrating.

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Ben Rogers: let’s look at that direction and that sparked a whole conversation we’re actually going to be meeting with these guys later in the month.

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Ben Rogers: it’s kind of an education, because that made them drop back and go oh there’s more to citrix than just getting out vdi desktops and we were like oh absolutely and so.

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Ben Rogers: Now we’re going to talk to them about different ways they can do authentication they’re kind of in a rock and a hard place with.

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Ben Rogers: going to azure but they still depend on ad so these moves, sometimes even though they’re lateral they’re like for like.

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Ben Rogers: Really, when the customer starts to peel back the product offering they start to discover that they can do a lot more stuff and sometimes more efficiently and with better user adoption then they’re getting today.

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Andy Whiteside: So I, I want to talk about that, and I want to put that into context in terms of digital workspaces, but I do want to go back to the move.

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Andy Whiteside: From the old way to the new way and from a security perspective when I asked that question you answered it in a kind of an advanced way talking about analytics that’s 100% true.

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Andy Whiteside: But I also want to throw out to people, possibly listening that, let me ask the question to bill bill on premises solutions hit by ransomware have a chance to be locked up and shut down right.

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Bill Sutton: Yes, generally speaking.

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Andy Whiteside: If I move just my same old stuff to citrix workspace service in the cloud is that platform now.

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Andy Whiteside: not exposed to the ransomware and say from it.

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Bill Sutton: it’s exposed to the extent that your your workloads are running on Prem or in a public cloud that the customers controlling your infrastructure your setup your delivery groups, all that stuff all that backend stuff is generally okay it’s not going to be affected.

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Andy Whiteside: Your control plane is safe that’s one like it’s not if it’s when that’s a massive reason to move to as a service if citrix is very tactical or strategic for your organization so.

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Andy Whiteside: One hit that one real quick so i’ve been going back to your conversation what you’re saying is customer a has a digital workspace i’m using air quotes that’s really just vdi.

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Andy Whiteside: And they want to go to a different maybe product and they take the same digital workspace concept over to just another platform and reuse it the same way, without thinking about Am I using it right to be.

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Ben Rogers: Well, that I mean they’re they’re doing what they were so this particular customer was a vmware customer and they transitioned over to citrix and there was reasons for that which I won’t go into.

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Ben Rogers: But when they got to the other side they really just replicated what they were doing and vmware and what they were expressing the US is that the desktop concept.

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Ben Rogers: is really frustrating some of the users, because users don’t need to go into a desktop they just need access to application a.

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Ben Rogers: And it really kind of brought us to an opportunity where you know we were like have we showed you the workspace have you seen our dashboard or how we can deploy this applications and.

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Ben Rogers: I could see the the it managers eyes kind of starting to really get excited and he was like you know we can do those things now and I was like oh yeah you know so again.

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Ben Rogers: we’re taking the opportunity to go yes you’ve gotten into the service.

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Ben Rogers: let’s show you what all you’ve bought it’s just not a way of rolling out a vdi solution there’s a lot more power there that you have at your fingertips that might help you with some of these.

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Ben Rogers: User frustration problems you’re having if you just got to get them into your era P well let’s just publish the rp to them let’s not inundate them with a desktop or make them get into a desktop and then launch the icon and.

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Ben Rogers: Do the 5000 clicks and you know, then this also starts to open up the door of maybe there’s some micro APP technology in there, you know man some opportunities there where the user doesn’t have to go into the APP so again.

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Ben Rogers: Our customer some of our customers go into it, that i’m going to publish this and we all know, the company can do more than just publishing applications and desktops.

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Ben Rogers: These days we are really getting into.

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Ben Rogers: How people work in the environment.

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Andy Whiteside: Well Ben You said something that I actually find not accurate.

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Andy Whiteside: And that’s not that you’re saying it wrong it’s that with the millions and millions and millions of dollars citrix has spent talking about.

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Andy Whiteside: today’s world digital workspace which I have up on the screen is integral in which I logged into.

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Andy Whiteside: People are still stuck with the idea that it’s a vdi desktop they’re trying to get to you’re talking to a customer in this case, about being more open minded to what a digital workspace means.

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Andy Whiteside: Is that because citrix has done a bad job marketing is it because partners like us, have done a bad job educating them or is that because the users in my users, I mean customers here companies aren’t really looking to evolve, the way they may be, should be whose whose fault is.

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Ben Rogers: All right, Andy I think you and I have had this conversation for years now, and if the if our listeners don’t know you and I have a what 1015 year relationship now.

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Ben Rogers: And about five years ago, you and I talked about what would it take to get the desktop out of the users hands and at that time.

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Ben Rogers: You told me that it would be a divorce, and I would have mutiny on my hands, if I tried to do it.

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Ben Rogers: I think what’s making this more palatable now well to answer your question it’s a paradigm shift, I think.

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Ben Rogers: Society as a user is used to the desktop idea and that’s what we gravitate to because that’s what we’re used to doing.

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Ben Rogers: With the younger generation, the kids that have been raised on the ipads they don’t see the desktop the way you and I do, and I think that’s where workspace really can hit their groove.

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Ben Rogers: is giving them a dashboard they can come in presenting work to them getting them to the applications that they need.

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Ben Rogers: But really don’t hinge them in these four walls and present everything in the four walls, give them a dashboard.

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Ben Rogers: That has you know man intelligence into it and allow them to work from that dashboard and I really think it’s a paradigm shift that.

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Ben Rogers: us as a user society are going through, right now, but I believe it’s happening, and I believe it’s something that people are gravitating towards I could be wrong, but I think it’s more that than it is marketing our failure to do something we’ve got to let society do it on its own.

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Andy Whiteside: So users will dictate.

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Andy Whiteside: Eventually, one way or the other let’s test that theory real quick so bill sudden you see what I have on the screen right.

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Bill Sutton: And then.

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Andy Whiteside: This is the INTEGRA workspace when I log in i’ve got my home screen i’ve got actions i’ve got Apps and i’ve got desktops when you a person of a certain age logs into this environment.

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Andy Whiteside: Which one do you do, do you go to Apps and find the APP you’re looking for and watch it or do you go to desktop and find your desktop and launch it.

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Bill Sutton: 90% of the time I go to the desktop and launch it.

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Andy Whiteside: Now is that what what’s driving you to act that way.

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Bill Sutton: Probably my experience in the past it’s.

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Bill Sutton: Just the way the way I like to work.

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Bill Sutton: The way I want to work in a desktop that has everything readily available, I have, I do occasionally leverage, you know some of the Apps there if i’m if I need a quick hit.

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Bill Sutton: But yeah i’m it’s just because historically i’m comfortable working in a full desktop.

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Andy Whiteside: So so stay with me on this if we could go to back to the future bill Sutton but the you know, the second one, where you go forward in time um.

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Andy Whiteside: Do you think we would find bill Sutton going to applications, do you think is gonna work out that way.

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Bill Sutton: Probably I think honestly if if I took my I brought my 13 year old and sat down and said which one of these, would you go to.

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Bill Sutton: He would gravitate towards the the Apps because that’s what they’re used to that you know they’re like like Ben said the the iPad or the or the the APP concept that digital natives keep seem to be you know seem to be more most comfortable with this aligns very closely with that yeah.

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Andy Whiteside: All right, then you you you you got your way in back to the future part to bill Sutton.

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Ben Rogers: Well, so let’s add a curveball to this now bill, I assume that most of your work is done in an office at a desk with a larger monitor how do you think you would feel if you were engineering on the road, working from an iPad do you think that would change your use of your technology today.

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Bill Sutton: Probably yes, I think it would yes.

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Ben Rogers: So I think some of its situational to Andy is, I think, like, for me, when I was at seeing I say I was at a desk every day.

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Ben Rogers: now being with citrix i’ve had to become more mobile and more dependent on my phone, because when i’m on the road, I don’t want to bust out my big laptop so.

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Ben Rogers: I think a lot of it, you know your job, and what you’re responsible for doing and your surroundings, where you’re doing it.

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Ben Rogers: are going to dictate what your gravity is but I tell you.

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Ben Rogers: Like like bill son my son is going to be the same way he’s gonna go dad I don’t want to sit here with a keyboard and a mouse.

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Ben Rogers: I want my iPad may, let me finger touch you know i’ll type it on the screen if I got to type something, but let me drive instead of sitting in this perimeter that I can only work here yeah.

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Andy Whiteside: and

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Andy Whiteside: One of the elements of that just the fact that.

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Andy Whiteside: your son will probably be used to applications that launch really quickly and the idea that he has to go to a desktop it’s like me go into my Samsung TV at home.

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Andy Whiteside: The idea that I have to actually go into the TV then into netflix and into the video to watch the one I want to watch that’s such not instant gratification.

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Andy Whiteside: My TV has gotten smart enough to know what I was last watching on netflix and it’ll it POPs it up on the launch screen, which is great.

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Andy Whiteside: Unfortunate I tried it last night it’s still stopped me and made me verify my profile along the way, I went to grab something to drink came back, and it was stuck you know halfway done.

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Ben Rogers: How about trust.

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Andy Whiteside: yeah so, however.

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Andy Whiteside: that’s what you’re talking about that’s this generation coming up generation Z.

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Andy Whiteside: They don’t expect for a user login to happen every time they launched an APP that’s where SAS and you know these portals and things and single identity and yet multifactor is zero trust that’s where stuffs going to kick in and that’s going to be how they want to work.

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Ben Rogers: Well, also you know, going back to the article here the Arthur starts to go into you know how are we doing that we’ve been talking a lot about that up front with the secure workspace X this.

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Ben Rogers: You know the dashboard no vpn all that, but she also list some of the other things that were do you know, like content collab this micro Apps.

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Ben Rogers: I think this is gonna be big and you know you talk about customers driving i’ve got another customer I believe it’s a mutual customer of ours, we won’t say the name, but what they want to do is.

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Ben Rogers: they’ve got a problem with their users paying attention to certain things in service now and they’re now coming us going, can we use workspace APP to notify these users sin actions down to their.

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Ben Rogers: interface that will force them to respond and we’re looking at him like yeah we could do that with micro Apps.

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Ben Rogers: In this this if we can bring this to the table, and I believe will be very successful with doing this after we get all the details and the nuts and bolts out of the way.

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Ben Rogers: But what they’re envisioning is that the users will have to use service now anymore, the users will get from service now what they need through micro Apps coming into workspace.

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Ben Rogers: And what they believe is that users will respond better to the micro APP than they would, if you force them to open up the application, I think this is going to be big going forward, because I think that’s going to make user.

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Ben Rogers: Work efficiency, you know, the more that we can drive the work to them and not make them have to do it, the easier, is going to get for the workers to.

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Ben Rogers: You know, get their work done and to do it for what the managers need them to do so, I like how she’s broken it down, but I definitely see where our product set.

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Ben Rogers: can go into pinpointing with the users need to do the work they need to accomplish and sometimes notify them of that work to prevent them from having to go into a larger monolithic application.

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Andy Whiteside: So what you’re saying is if you’re if you’re starting place your digital workspace has directive in it and directions and access to what you need to make the next step happen that’s a that’s a good way to influence the way a user spends their day.

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Ben Rogers: Oh definitely you know, like a like me, I have vision is I always when I saw the micro wraps first as a customer.

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Ben Rogers: I said to myself what, if I could do the micro at where the doctor could get the lab that he needs to look at delivered to them instead of him having to go into the medical record and hunt it down.

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Ben Rogers: yeah you know and then could there be like if the lab wasn’t sitting there could there be a way for him to notify.

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Ben Rogers: The lab to say hey I need this and you know what kind of back and forth communication, could you do with some of these these micro Apps.

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Ben Rogers: image delivery, I mean you just name it, I mean there’s just a lot of ways that you can empower this technology yeah.

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Ben Rogers: And again that’s driving them away from a desktop that’s bringing them more into a dashboard interface and that’s really where the paradigm shift starts, you know, give them reasons to start using the dashboard right.

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Andy Whiteside: So I do want to go back to content collaboration, but.

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Andy Whiteside: I will add one of the piece, like me, personally, the way I do those notifications today is email right I I kind of aggregate everything through email, that is my.

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Andy Whiteside: That is my micro APP aggregator for actions and things that need to take care of most days, but as we’re pointing out here that’s that’s not the answer for the future that’s just the way we’ve done it legacy wise and then, once you get behind in your inbox you’re you’re you’re screwed.

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Andy Whiteside: um.

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Andy Whiteside: I want to go back to the content collaboration piece.

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Andy Whiteside: I often talk to people all the time about you know what’s, the most important thing, and it will it’s the applications but it’s also the data right and.

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Andy Whiteside: And that’s another element of the solution that becomes valuable is the the the content piece and workflows from that content, but most days you’re not just running Apps you’re using data and manipulating data with these applications as well, so it’s important to be part of the story.

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Ben Rogers: Definitely I think what is cool about the content collab application is just the transport ability of data and being able to wrap a secure window around that So if you if you have to share data which every company does.

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Ben Rogers: Do you have the ability to do that, you know securely and how do you monitor and remediate problems with that, so I see the the content collab piece fitting really cool into that and then also it fitting into the workspace APP and it being able to give access to other.

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Ben Rogers: You know box type technology, I always tell the story with content collab that this helped me out with CSA because I was working with workers COPs in the workers COMP.

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Ben Rogers: You know company, they did not want to bend they did not care that we were using types of technology, they were like we want you to do this.

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Ben Rogers: And where that came counterproductive for my users is now they’re having to use three or four different things, based on the clientele that they’re working with.

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Ben Rogers: So content collab allowed me to basically bring those third party box type technologies into their workspace and use from their workspace and.

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Ben Rogers: worked out very well so uh yeah man, a lot of cool stuff we can do there i’m not a smear on content collab, but I have seen where it has solved some cool problems and for data transport ability it’s worked out very well.

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Andy Whiteside: notice you guys doing still a lot of the.

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Andy Whiteside: Share file content collaboration, the origin of it.

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Andy Whiteside: Projects I assume you’re seeing people continue to evolve their use cases for that.

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Bill Sutton: We do we certainly do most of them are just around file sharing that traditional traditional way of doing things.

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Bill Sutton: And some is around E signature integrated with file sharing haven’t really seen a whole lot on the on the workflows capabilities, but that’s that’s really key stuff I think that’s.

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Bill Sutton: that’s something that we probably need to do a better job trying to emphasize for customers I don’t know if you see that to Ben most folks are looking at content collab is.

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Bill Sutton: As a file sharing mechanism aggregation mechanism, as opposed to leveraging all the workflows that are built in there.

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Ben Rogers: yeah that we’ve got a few companies that are doing some workflows that gets really complex really quick so that’s where I kind of have to bow out and say come on content collapse me get in and.

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Ben Rogers: let’s uncover the details here but yeah there is a whole slew of operations that could happen on that and and i’m very glad that we’ve got this product, because.

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Ben Rogers: A lot of companies have trouble with sharing information, you know the right signature features been great because now it’s opened up that door for us and again it’s just a really cool service for us to have and be able to deliver to our customers.

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yeah.

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Ben Rogers: let’s.

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Andy Whiteside: let’s let’s deviate or not deviate ballistic tip on that.

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Andy Whiteside: topic just a little further, because i’m i’m seeing a lot of people guys that are using onedrive for their basic file share stuff and give me the top two to five reasons why.

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Andy Whiteside: One drive doesn’t get it done for this arena, the way it possibly needs to in terms of workflows or security or what you’re seeing in the real world.

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Ben Rogers: So for me one drive I mean it does good in a Microsoft world but you’ve got to get outside of Microsoft world I haven’t seen it be that flexible and again we have the flexibility of being able to publish you know any type of.

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Ben Rogers: drive type technology, you know, whether it be internal or are.

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Ben Rogers: You know, Internet storage or whatever we can give that window to the users so that’s that’s one big thing and and I think another thing that’s really pushing our envelope is.

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Ben Rogers: The ability to being able to edit the documents and keep track of them and the right signature and all those things that really bring it.

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Ben Rogers: Not only being able to share the document but being able to manipulate and being able to secure that document is another thing that we’re bringing to the table and.

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Ben Rogers: Those are really the big features like I said the workflows are very.

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Ben Rogers: Specific you know I need to be able to do this, so I don’t you know, usually those are customers they’ve got the idea and they’re looking for the product to be able to do that and we get the win that way.

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Ben Rogers: I haven’t seen a lot of customers that have bought it for like the sharing piece, and the security, peace, they have gone all, by the way, will tell them the workflows are out there, but uh you know it’s really the customer is driving that conversation.

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Andy Whiteside: yeah, I can tell you, historically, I think, part of what you were just saying is.

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Andy Whiteside: Microsoft has a lot of the stuff that you need, but they don’t have everything you need, and if they are going to get what it is, you need in one drive they’ll get it when when it’s on their timeline not the customer timeline.

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Andy Whiteside: Okay, so building the last comments on.

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Andy Whiteside: How it adds value to the workspace trends, the well the workspace acquisition that customers are going through this process.

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Bill Sutton: Not anything we have morning talked about now.

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Andy Whiteside: All right, this next one, is a big part of the story, it has been for a while and this is endpoint management.

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Andy Whiteside: Where the the workspace includes the ability to manage a.

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Andy Whiteside: plethora of endpoints, let me just throw them out there obviously android devices Samsung specific devices Google devices which will be in the android camp ios devices windows MAC and chrome that I missed any.

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Andy Whiteside: chrome os.

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Bill Sutton: I think you hit them all, or are the big ones, at least, there may be a few outliers.

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Andy Whiteside: So, are you guys seeing people that own the workspace.

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Andy Whiteside: Product either integrating it directly to manage devices or integrating it with in tune to manage into managing devices and extending it, what do you guys see and when somebody acquire this technology.

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Bill Sutton: This is probably the one that I see that’s least used by most customers, we have some that are using it and leverage it for managing mostly.

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Bill Sutton: Most of it is the.

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Bill Sutton: Management of mobile devices ios and android like you mentioned, I haven’t really run into anyone that’s doing management of windows a chrome yet.

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Bill Sutton: But we’ve had some customers have inquired about it.

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Bill Sutton: That are looking at it and, once they realize they own it, I think a lot of times folks by the workspace premium plus offering or whichever one includes all of this.

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Bill Sutton: And they kind of comes back to the title of this article, they implement the see bad service and maybe content collaboration, but they don’t really take advantage of some of the other things that are in there until much, much later if ever.

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Andy Whiteside: did have you see success stories, where people are buying workspace, only to find out later, how much they needed the endpoint management or how they implemented it.

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Ben Rogers: Well, one thing I could say is just in bill i’m sure you’ll agree with me on this comment is that there’s a lot of competition in this in this segment of the market and and so.

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Ben Rogers: that’s that’s one of the things that we struggle with is nine times out of 10 you’re going in with the product that’s already there and it’s been there and it’s managing it.

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Ben Rogers: And it’s doing what the customer needs to do so you’re fighting uphill battle of that or you’re being compared to the 50,000 things that are that are out there.

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Ben Rogers: The customers that have implemented, they are having some success success with it it’s interesting and i’m not i’m not a smear on this, but uh it’s interesting when you see customers that are using into.

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Ben Rogers: And I would like to open up the the the room for this kind of conversation we might not have time, but like.

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Ben Rogers: You know what are you guys seeing when it comes to it, working with in tune, and how does it enhance the in tune model because that’s really where.

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Ben Rogers: I see some of our wins is the customers got in tune installed in in tunes not doing really what they needed to do and that’s why they’re looking at endpoint management.

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Ben Rogers: But i’m not a SMI on it and I haven’t had a lot of those cells type experiences, what do you guys see in that realm of you know a lot of competition, but a lot of times it’s what can what can endpoint management do to enhance into.

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Andy Whiteside: Well let’s pause for a minute Ben and bill, are you were other products on the market that actually embrace the way citrix does and has for decades now, the Microsoft story and just tries the extended.

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Bill Sutton: i’m not sure I well, I think, if I understand the question correctly is citrix is the only one that I know of that’s really embraced it the way they have compared to other compared to other competitors in this space in particular.

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Bill Sutton: yeah.

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Andy Whiteside: That was that’s true, too, but I don’t know that for a fact.

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Ben Rogers: See now we’re having today conversation, where I really see this product getting key is in the future.

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Ben Rogers: Going back to what we were talking about you know we’re going through this big paradigm shift of how people’s using technology.

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Ben Rogers: Eventually the technology is going to go down to what you’re holding in your hand.

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Ben Rogers: And that will be docked in displayed with larger screens and we’ve talked about this in the past, where you know I think the last.

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Ben Rogers: podcast we did we talked about starting sessions on your phone and being able to sling those sessions out as we approach more of that environment where it’s truly mobile and you no longer have you know PCs and laptops that are rolling around you just have these devices in your hand.

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Ben Rogers: endpoint management is going to be key because you’re not going to have four walls you’re going to have to have some way of.

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Ben Rogers: ensuring the security of the endpoint to let the person have access to the data Center and so.

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Ben Rogers: You know I really look at this as you know, we’re having the conversation today, but what I think is really going to be positioning is the future where it goes to all mobility and that’s one of the problems that we see is a lot of these endpoint management.

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Ben Rogers: Markets are for mobility, you know the cell phones the tablets we’ve got to have something that merges it all together and our product can do that, but I feel like the markets, not quite there yet they go.

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Ben Rogers: here’s a security platform for our mobile devices and here’s a security platform for our laptops and our PCs and I see is laptops and PCs fade.

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Ben Rogers: That will put more you know concentration, or what are we doing from a mobile platform, and I think that’s where the products really going to shine could be wrong, but that is my my my prediction in my crystal ball that i’ve got in my basement here.

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Andy Whiteside: yeah I don’t.

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Andy Whiteside: see an end to mobile devices they’re just going to become more and more advanced.

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Andy Whiteside: And you see like the new Samsung device that folds out into like a from a phone or a tablet.

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Andy Whiteside: The Doc ability of them i’m totally i’m using a tablet right now it’s a Microsoft tablet i’m using a tablet all day, every day, I just Doc it into various form factors.

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Ben Rogers: Now Andy at the ball game, I did see one of those new fold out tablet Samsung devices, my first thought was when I dropped this ooh.

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Ben Rogers: i’m not going to be good.

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Andy Whiteside: At my iPhone here if I take this big bulky battery rubberized case off of it, I it feels like i’m just handling a slab of glass which, basically, I am.

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Ben Rogers: Well, that what that thing, though, the way that it works is you know when it’s folded one of the outside walls, is the glass and then you open it up, and now the two inside walls are the glass so.

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Ben Rogers: I was looking at, you know how are you going to protect that device, you know I mean, are you going to buy.

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Ben Rogers: A shock guard it goes, all the way across that that now, when you fold it, you have a same, I mean there’s just lots of things that, as I was holding the device and looking at the gentleman that owned it, I was like.

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Ben Rogers: Are you terrified to drop it and he was like yeah I am and that’s gonna be an interesting thing because.

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Ben Rogers: Local has to be rugged.

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Andy Whiteside: let’s don’t get too hung up on that citrix.

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Andy Whiteside: Is whatever you choose you’re willing to walk around with right that’s the whole point.

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Ben Rogers: that’s true.

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Andy Whiteside: All right, we got I got 10 minutes, the.

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Andy Whiteside: next section talks about okay now they’re really good news and these.

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Andy Whiteside: Are things that citrix is doing with the acquisition of the workspace service customer acquisition first one is success Center been you probably know more about all these than us tell us what success Center is.

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Ben Rogers: Well, success Center to me is you know when you come into the service we’re going to give you.

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Ben Rogers: A success manager cloud success manager and partner with that cloud success manager is going to be a cloud success engineer.

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Ben Rogers: And so, these are resources to help guide you into the cloud world, I mean a lot of our traditional customers they buy the service but they really.

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Ben Rogers: You know as much as we try to tell them on the front end it’s going to be a lot like your traditional service, but the infrastructures in the cloud you still have studio you still have director.

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Ben Rogers: they’re going to function very similarly.

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Ben Rogers: it’s still just the again I hate to say paradigm shift it’s just the the transition from living in the on Prem world and then living in the cloud world and knowing how to get that done.

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Ben Rogers: The CSM and CSE are critical and crucial to that process, and they are provided in in those services so that is what the success Center means mean we’re going to give you.

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Ben Rogers: give you resources and help you guys and those resources are going to help guide you into the service and make sure you’re using the service.

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Ben Rogers: And then, after you’re up and running, you know let’s say you did just do see bad to see that, but as part of your license you bought the content collab you bought the.

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Ben Rogers: endpoint management as part of the work safe place bus license.

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Ben Rogers: we’re going to work with you to try to get those features stood up as well, and then continue points of contact to make sure you’re absorbing the service.

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Ben Rogers: The big thing is, we want you to use what you buy we want you to consume it and we want you to get the value out of it we’re willing to help you do that.

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Andy Whiteside: Then I want to change the word you just use this is where people screw up I don’t want you to use what you bought, I want to use what you’re entitled to, and your entire if you don’t take advantage of it is a waste of money.

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Ben Rogers: That is correct.

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Andy Whiteside: Look at it that way, especially if you’re going out and buying other products to do the same things.

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Andy Whiteside: You know, you might have to because maybe the feature you want it’s not in there, but you should at least take a hard look at it.

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yeah.

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Andy Whiteside: bill any comments on the success Center piece.

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Bill Sutton: Well we’ve we’ve had some interaction in the past with the with the success Center it’s gone really well so yeah we’re pleased to see that citrix is committed to that and, and it has been helpful to the customer and to us quite frankly.

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Andy Whiteside: All right next one is training, I know, when this first concept came about in the different iterations of workspace service training and having entitlements of that were something that was brought up to me, really early on.

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Andy Whiteside: it’s kind of a no brainer right you’re there’s so much training about out there available it’s just it’s nice to know that’s part of what you’re entitled to.

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Ben Rogers: Well, for me, it’s you know how much is the employer willing to invest in the employee and how good that they want the employee to be I always wanted in my environment, the person that’s running citrix they need to be certified because.

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Ben Rogers: I can look at the company and go, we know the person’s well trained and the products that we own so that’s going to bring value back to the organization.

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Ben Rogers: and for me personally managing these people is kind of a see ya that the person that i’m talking to understands the directive that they’re being given.

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Ben Rogers: They don’t have any questions in their mind I know they understand the concepts are being discussed with them so.

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Ben Rogers: Again I look at this as you know, when when directors and cios talked to me about training I just looked at him and go, how did do you want your department to be.

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Ben Rogers: Do you want them to be able to respond and react and be able to fix problems or do you want them to have to get on the phone and call support and get that level of detail and.

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Ben Rogers: In the end, you find out that they want their employees to be sharp and good at what they do and so they’re willing to invest in the training to make the employees, able to work in the environment, and it is a no brainer and you’re you’re absolutely right.

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Andy Whiteside: So the next piece is the onboarding and adoption resources, this is part of a big picture thing that citrix works with partners like us to do.

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Andy Whiteside: It makes sure that we’re managing a customer.

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Andy Whiteside: it’s part of what we’re responsible for getting to the getting to the customer, but it’s a joint venture quite often between citrix and the partners but there’s a lot of onboarding documentation, as well as onboarding human resources that can be tap.

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Andy Whiteside: into but it’s just like with my kids right there in college and if they don’t go talk to the Professor it’s not the professor’s fault it’s on them to know it’s there once we educate you and then take advantage of those resources and get what’s available to them.

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Ben Rogers: You get.

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Ben Rogers: Those conversations well, one of the questions I wanted to ask you Andy I mean personally myself, I think our documentation of our products pretty pretty good you know.

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Ben Rogers: Especially when you tie this back up to the top of the success Center you know that is a website that’s just not individuals that are helping you but we’re actually.

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Ben Rogers: You know there’s documents out there that lay the whole migration process down so.

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Ben Rogers: I mean man I just you got to take advantage of it so adopting again how good do you need your employees what access are you giving them, and so I think we’ve done a very good job of documenting.

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Ben Rogers: and giving people roadmaps and blueprints of how to get this done it’s there gotta drive you to it yeah.

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Bill Sutton: yeah they got to use it to get the benefit of it.

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Ben Rogers: it’s really good though i’ve been shocked as an employee to go look at some things you know because.

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Ben Rogers: As an employee i’ve got a manager, but I don’t have somebody telling me how all this stuff works, I mean some of its kind of hunt and peck and learn on your own.

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Ben Rogers: What they call on the job training, but what’s really saved me sometimes it’s the detail of our of our documentation has gone all man they’ve got it laid out for me right here so get out there and look at it man.

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Andy Whiteside: next topic talks about citrix support the ability 24 seven included with workspace services a support contract, there are.

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Andy Whiteside: ways to elevate that to higher levels, you know historically i’ve had pretty good success if i’m patient working with citrix support and getting what I need from a brake fixed perspective any thoughts on that guys.

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Bill Sutton: it’s.

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Bill Sutton: yeah I mean we have to be perfectly honest, we have mixed results, sometimes it’s really good sometimes they’re not so great, but.

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Bill Sutton: Overall it’s there for the customer and sometimes we get in a bind will reach out and and.

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Bill Sutton: leverage support I don’t know i’m not familiar with any of the other tiers I think Ben can probably speak to that, but I know the base support it kind of is hit or miss, to be honest i’m sure ben’s heard that that’s not news.

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Ben Rogers: yeah I mean i’m, this is what I will say a lot of it starts with case creation.

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Ben Rogers: If you’re a user out there, I would be as detailed in your case creation because that’s going to be case routing.

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Ben Rogers: So a lot of times when people get me involved and they’re upset at the length of time is taken the in an engineer to respond when I go look at the case and I look at the verbiage they haven’t I.

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Ben Rogers: haven’t given us a lot of detailed around and then they’re spewing on me the detail and the net gives me the leverage I need to go find the right person, but I see you know is citrix support perfect no, are there any support mechanisms out there perfect no.

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Ben Rogers: No, but I think I think sometimes a lot of the problems could be of how did the case get created and how was it handled now for the listeners out there to go yeah i’ve done everything right.

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Ben Rogers: What I would ask of you is how many times, did you respond to the email when the support engineer sent it to you.

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Ben Rogers: Or did you get busy, and had another fire going on, and you just ignored it that’s another part of contention is when you get the case started, but you don’t have the time to see the case through.

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Ben Rogers: it’s not going to get paid attention to if we’ve sent two emails to you now you’re expecting us to jump through hoops when you’re ready to respond to the third one, so.

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Ben Rogers: Not you know i’m in defense of the customer and always will be, but sitting on this side of the fence, I have seen times, where you have to look at the customer go ad unit and follow the right.

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Ben Rogers: procedure here, you know you you got the case started with a half wit case note and then, when we were trying to return emails and get you to respond, you did nothing So what do you.

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Bill Sutton: want yeah.

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Ben Rogers: So.

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Ben Rogers: I kind of see that.

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Ben Rogers: yeah exactly two way street, now as far as the elevated the big thing I can say is the party support which I do see you know, we have some customers that go.

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Ben Rogers: i’m never going to go to cloud i’m always going to keep this thing on Prem you can do whatever you want with your product solution and your licensing and your subscription you want, but in the end i’m going to keep it on Prem.

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Ben Rogers: And that’s where we see priority support being a good fit for those customers, because if something happened, they would need to immediately respond to the environment, especially in healthcare.

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Ben Rogers: And so what priority support does is that gets you where when you make the phone call you’re talking to an engineer that can.

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Ben Rogers: Probably handle 75% of the issues, but if not, they very quickly have a deep technical depth, they can get and so.

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Ben Rogers: you’re going to get to a qualified engineer right off the BAT and you’re going to be routed to an expert, you know that next second hop it didn’t.

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Ben Rogers: call an end support creating the ticket waiting it for to go and engineer is this to engineer, and it has a skill set for you to work with you know it could be to your point bill in ad.

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Ben Rogers: It might take a couple of trials in the standard support to get to the right engineer the understand your concept.

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Ben Rogers: Priority support.

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Ben Rogers: you’re going right to the source you’re going to get to this me very quickly there’s a price for that it’s not free.

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Ben Rogers: it’s not it’s not you know terribly expensive but it’s not cheap either, but it is a, it is a support plan that is meant to get you to the resources as fast as you can get to them right.

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Ben Rogers: I hope i’m being fair to that, but that’s just what i’ve seen in my sales in dealing with this sometimes listeners.

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Ben Rogers: Please respond back to us, we always want you to come back with your your your comments you know that’s how we get better but that’s just what i’ve seen in the two years and i’ve sat in this Chair.

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Andy Whiteside: I will add this INTEGRA has its own support packages that include the ability to work with citrix and the customer and.

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Bill Sutton: Right.

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Andy Whiteside: I honestly find that to be the best way to move to get citrix support with in conjunction with citrix.

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Ben Rogers: Now i’ll throw this phone out there to you Andy when I was you know, seeing that say we had regular support with citrix.

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Ben Rogers: But we also had your manage your manage contracts, I don’t know exactly what we call which call them, then, but I found a lot of value having the manage contract with you guys because one it got an engineer on my site at least monthly, if not more, to just do health checks, you know.

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Ben Rogers: And the engineers, you always sit me more were top notch.

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Ben Rogers: You know, Chris and Harvey man, I always loved it when they came in, because I knew after they were there, they were going to uncover things we needed to do to make the environment, better so.

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Ben Rogers: You know I do invite your customers to take a look at those contracts, because they do make a difference and they add a lot of value more than the dollar amount you charge for him, I guarantee you that.

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Andy Whiteside: When i’m talking about here actually a support contract we pick up the phone and call somebody 24 by seven to be able to get real time support, but I appreciate the.

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Andy Whiteside: The Info or the commercial on them, commercial, but you know i’m saying I appreciate the commenting on what we were able to do before last last topic guys is a citrus usage accelerator package either one of you guys know what that is.

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Ben Rogers: yeah I know a little bit about this.

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Ben Rogers: This is just like pre our packages that we have come up to help people get up and running so again, you know if you’ve been a traditional customer on Prem.

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Ben Rogers: you’re a little bit nervous about going to the cloud but you’re in a situation where you really need this to work you don’t need any hiccups.

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Ben Rogers: we’ve got pre packaged you know by our with different sets of results from them, so you know some customers go I just need help getting the first vda setup.

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Ben Rogers: You know you get the first one set up you make sure, everything else is good that you the.

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Ben Rogers: The foundations there I can build the house get the Foundation built I can put up the walls and windows all that jazz and then we’ve got some customers that come and go, I won’t.

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Ben Rogers: Turn key in the end, I want to sell the land build the house just let me show up on my furniture, these are all different packages at different price points with different.

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Ben Rogers: Results in plans that customers can go into, and I think as part of our consulting services, but this is again just another offering that we can give the customer to go hey.

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Ben Rogers: We realize, you need help, we want you to be successful, with this here are pre plans out with pricing and ours that will will allow you to get there yeah.

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Andy Whiteside: Well guys, I appreciate you jumping on covering this topic we.

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Andy Whiteside: ran a little over but that’s fine.

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Andy Whiteside: I think this is one of the biggest challenges for a lot of customers over the last couple years you’ve been moving to citrix as a service, specifically the workspace premium plus and then.

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Andy Whiteside: they’re not taking advantage of all that’s in there, hopefully, this has been helpful to people caught in that conundrum.

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Andy Whiteside: love to talk to anybody who’s having that challenge and and figure out, you know what is the next step if you’re like most organizations, you have to move seriously, so you can’t do them all, at one time, and you shouldn’t most the time.

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Andy Whiteside: But this group is here to help if you need us so guys, I appreciate you jumping on.

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Bill Sutton: Thanks Andy.

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Ben Rogers: At always appreciate you having me part of this so anything I can do to help you let me know.

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Andy Whiteside: Alright guys thanks again next week.

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Ben Rogers: Have a good week.