Ballard Spahr Selects Goliath Technologies and Reduces Citrix Support Tickets by 60%

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Top 100 Law Firm with more than 500 attorneys in 15 offices nationwide, uses Goliath Technologies to proactively monitor and manage end user experience in their Citrix Platinum environment

Goliath gives us granular visibility into the elements that can cause end user experience issues, which allow us to determine root cause and the actionable intelligence to resolve the issues without escalation.

Goliath Technologies is the leading provider of proactive IT Operations solutions to anticipate, troubleshoot, resolve and prevent end user experience issues, regardless of where the IT infrastructure, applications or end users are located. Today they announced that Ballard Spahr, after implementing Goliath in their Citrix Platinum environment, has seen a net reduction of more than 60% in the number of Citrix support tickets that need to be escalated.

“At Ballard Spahr, responsiveness counts and we have attorneys attempting to access applications from all over the world. They are using various methods to connect to the internet, which means the connection quality is variable. Some are connecting from remote offices, homes, hotels and even airplanes,” said Pete Chim, Systems Engineer at Ballard Spahr. “We needed a solution for Citrix Platinum that would give us real time visibility into connection and latency issues so they can be resolved quickly. Goliath gives us granular visibility into the elements that can cause end user experience issues, which allow us to determine root cause and the actionable intelligence to resolve the issues without escalation.”

Read the full user story here: Ballard Spahr Reduces Citrix Tickets by 60%

Ballard Spahr, a Citrix Platinum customer, did have Citrix Insight Center and Citrix Director deployed in their Citrix XenApp and XenDesktop environment. As with most free utilities, these are designed to provide some metrics but don’t offer the broad and deep visibility necessary to anticipate, troubleshoot, resolve and prevent Citrix end user experience issues. Citrix Director, beyond being inadequate from a monitoring and troubleshooting perspective, was too confusing to use for the help desk staff.

“We are pleased that Ballard Spahr has realized significant value after deploying our technology,” said Thomas Charlton, Chairman and CEO of Goliath Technologies. “The growing trend of centralizing applications, whether on premise or in the cloud, presents a challenge to any IT organization. We have developed products to help IT professionals resolve the most complex end user issues regardless of the where applications or users are located and what device they are using to connect. Ballard Spahr is one of many examples where we quite literally reduce net end user experience issues, either by resolution or prevention.”

About Goliath Technologies
Goliath Technologies provides proactive IT Operations software for IT organizations that addresses the evolving challenges of deploying virtual server and virtual desktop infrastructure whether on premise or in the cloud. Our solutions are purpose-built for these emerging platforms and application delivery methods, so they are vastly easier to use with greater functionality than alternative legacy products or point solutions. We communicate with existing enterprise frameworks, network-centric solutions, and other IT management tools so we complement and extend existing IT investments with our virtual server and virtual desktop specific functionality. Customers include Walmart, Facebook, Salesforce.com, Rolls-Royce, UHS, the VA, ADP, Verizon Wireless, and Office Depot.

About Ballard Spahr 
Ballard Spahr LLP, an Am Law 100 law firm with more than 500 lawyers in 15 offices in the United States, provides a range of services in litigation, business and finance, real estate, intellectual property, and public finance. Our clients include Fortune 500 companies, financial institutions, life sciences and technology companies, health systems, investors and developers, government agencies and sponsored enterprises, educational institutions, and nonprofit organizations. The firm combines a national scope of practice with strong regional market knowledge. For more information, please visit http://www.ballardspahr.com.

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