O’Neill, which markets one of the world’s most high profile and
innovative sportswear brands, has been using GoToAssist from Citrix
for its remote access and support since 2005. Six years later it
remains at the heart of O’Neill’s supply help desk support.
Building on this positive experience, O’Neill has now selected
GoToMeeting with HDFaces which combines high-definition group video
conferencing, audio and web sharing as the company looks to
maximise cost-effective communications across its global network of
offices and retail stores.
Founded in 1952 in San Francisco, O’Neill’s set of core values –
innovation in style and technology – has seen the brand devote
itself wholeheartedly to the evolution of action sports. From the
first ever neoprene wetsuit and surf leash, to the world’s first
stitchless boardshorts and range of groundbreaking wearable
electronics, O’Neill’s spirit of innovation will always drive the
company forward. Today, O’Neill can be found the world over. In
touch with its rich heritage and the universal stoke of board
riding culture, O’Neill will always be committed to progressing
that evolution and growing its reputation as one of the world’s
leading youth lifestyle brands.
“It is essential that we match this commitment to leading-edge
product design with equally innovative systems support,” says
global IT services and infrastructure manager, Peter Maljaars.
After a thorough market review, the company chose Citrix
GoToAssist, a cloud-based service and support offering for its
helpdesk support solution. Unlike many of the contact centre
support solutions on the market at the time, it did not require any
premise-based hardware or software to be installed and was simple
to get up and running within just a few hours. “With other
solutions, you have to be there and watch us do our work, which is
time-consuming, disruptive and very frustrating,” Maljaars says.
“With GoToAssist however, you can hand over your machine to us and
we can take the necessary corrective action while you are able to
undertake other important tasks, making more effective use of your
time.”
From Remote Support to Improved Interaction and
Collaboration
Following the success of GoToAssist, O’Neill chose GoToMeeting
from Citrix as the best option to enable more effective
communications between their retail outlets. Previously,
information that had to be verbally communicated to retail store
managers was undertaken via costly conference calls. “With the
adoption of GoToMeeting, by contrast, we now have a much more
cost-effective and efficient way of regularly sharing key
information on merchandising plans, promotional initiatives and new
product introductions,” Maljaars confirms.
“Equally importantly, as GoToMeeting is so intuitive and easy to
use with the ability to join meetings at the single click of a
button, managers both in-store and on the move have taken to this
new way of working very quickly. As a result, it has also improved
the quality of participation, with better two-way discussion and
interaction in getting the best out of any new initiatives.”
GoToMeeting with HDFaces: Collaboration and A Whole Lot
More
At the same time, Maljaars has successfully piloted GoToMeeting
with HDFaces which seamlessly combines high definition group video
conferencing, audio and web sharing on a PC or Mac, simply by using
a webcam and an Internet connection.
“We are a strongly collaborative business, both internally and
with our suppliers and customers,” Maljaars confirms. “The solution
has enabled us to work with suppliers to share information on new
product designs without the need to ship products great distances
from manufacturing sites in remote parts of the globe.” Maljaars
believes that bringing telepresence into the business in this way
will add a valuable new dimension in developing closer
relationships across the business and with third-party
stakeholders.
Based on the success of the initial trial, the company is
looking at other potential uses for the GoToMeeting with HDFaces
including senior level meetings and supporting branch merchandising
programmes through enhanced product demonstrations and
trainings.
Customer Demographic Expects Innovation From O’Neill
O’Neill remains committed to using the latest communications
techniques in establishing closer relationships with its customers.
New concepts in development such as the digital collection – a more
interactive replacement for traditional catalogues – and the
virtual dressing room are just two examples of how the company is
looking to create designs which meet the aspirations of its
demanding customer base.
“O’Neill exemplifies today’s global businesses that are looking
to find the most innovative, reliable and secure ways to eliminate
the 'distance' element to running a worldwide operation with
distributed customers, partners, suppliers and employees,” says
Robert Gratzl, managing director VP & GM EMEA, Citrix Online
Services Division. “The focus O’Neill puts on ensuring a quality
experience for their customers reflects the same values that drive
us to ensure our 'GoTo' access and collaboration services offer
similar great experiences for our customers.”
Maljaars agrees and adds: “We have a young customer demographic
profile which, like us, is always keen to try new things, both in
terms of sportswear design and the way in which they interact with
us. By providing with them with exciting new ways to get involved
in the creative process and so help us understand their
requirements and desires better, Citrix will continue to play a key
role in both ongoing operations and our business development
strategy.”
Quotes:
“For all our emphasis on innovation, our feet are firmly on the
ground when it comes to assessing the benefits of collaboration
tools by Citrix. GoToMeeting, for example, has rapidly enabled us
to improve two-way communication at all levels and, crucially, at
much-reduced cost.”
Peter Maljaars, global IT services and infrastructure
manager, O’Neill
“The fact that the tools are so easy for participants to use has
resulted in universal take-up, with staff quickly taking to these
improved ways of working.”
Peter Maljaars, global IT services and infrastructure
manager, O’Neill
About Citrix Systems, Inc.
Citrix Systems, Inc. (NASDAQ:CTXS) is a leading provider of
virtual computing solutions that help people work and play from
anywhere on any device. More than 250,000 enterprises rely on
Citrix to create better ways for people, IT and business to work
through virtual meetings, desktops and datacenters. Citrix
virtualization, networking and cloud solutions deliver over 100
million corporate desktops and touch approximately 75 percent of
Internet users each day. Citrix partners with over 10,000 companies
in 100 countries. Annual revenue in 2010 was $1.87 billion. Learn
more at www.citrix.com.
The Online Services Division of Citrix provides
secure, easy-to-use cloud-based solutions that enable people to
work from anywhere with anyone. Whether using GoToMeeting® to hold
online meetings, GoToWebinar® to conduct larger web events,
GoToTraining® to train customers or employees, GoToMyPC® to access
and work on a remote Mac® or PC, GoToAssist® to support customers
or GoToManage® for IT support and management, businesses and
individuals are increasing productivity, decreasing travel costs
and improving sales, training and service on a global basis. For
more information, visit www.citrixonline.com.
Citrix® and GoToMeeting® are trademarks of Citrix Systems, Inc.
and/or one or more of its subsidiaries, and may be registered in
the Patent and Trademark Office and in other countries. All other
trademarks and registered trademarks are property of their
respective owners.
About O’Neill
O’Neill, the original Californian surf, snow and lifestyle
brand, was founded in 1952 when a young man named Jack O’Neill took
his unstoppable passion for surfing and used it to beat Mother
Nature at her own game. Pioneering the world’s first neoprene
wetsuit, Jack had successfully found a way to extend his surf
sessions in the bone-chilling breaks of Northern California. He
opened up the garage doors to his first surf shop in Santa Cruz
soon after. While many things have changed since those humble
beginnings, Jack’s initial vision of producing functional and
innovative boardriding products continues to lie at the core of
everything the company does.
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