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Parature Customer Service™ Software: A Smarter, More Efficient Way to Service Your Customers

Parature Customer Service™ software provides first class service and support – delivered via the Internet – that gives organizations an outstanding consistent support presence putting them in a whole different league from their competitors.

Parature is at work helping diverse organizations the world over support more than 10 Million end users every day. Here’s what our customers have to say about how Parature Customer Service software has enabled them to better and more efficiently serve, support, engage with and retain their customers in today’s Web world.

Angel Learning

"Parature is light years ahead of other service software in terms of ease of use and offering a complete solution. We like it's flexibility in workflows, routing, and alerts. Unlike other software solutions the real power behind Parature is that we can fit it around our people and processes rather than the other way around. Parature represents a new way of thinking about customer support, where proactive support and self-service are made simple."

- Support Center Team Lead

Brenau University

"Parature has allowed us at Brenau University to adapt a customer focus that we've never had before. It allows our students, our faculty, and our staff, most importantly our alumns, to use our knowledgebase in order to gain information they need to be successful. Thus, we build these relationships that we know will continue forever."

- Director of Web Strategy, Solution & Support

BuilderMT

"Parature has completely revolutionized the way we do business. The Parature Customer Service software has enabled us to streamline our internal customer support operations, which has freed up time to focus our entire efforts on providing top notch software to our home builders."

- Chief Technology Officer

Caselle

“The reports are fabulous. It’s great having both high level and detailed views into all of our support activities, with the ability to track results and improvements over time.”

- Senior Vice President of Support

CenterStone Technologies

"Parature’s software allows us to start out simple and grow. It allows us to quickly launch the basic system so people can begin using it and then build out additional areas and advanced customization over time. Parature fits where we were now, and has enough capabilities to match where we are going in the next four to five years."

- Sr. Vice President of Technology

Colorado CustomWare

"As a growing enterprise, we needed a consistent and cost-effective way to support customers going forward.  Parature provides the best value for the money when it comes to setting up online support operations. Our customers like our new support website, our staff is comfortable using the system, and our response times and quality of responses to customer inquiries have been improved. If we had to do it all over again, we would still select Parature in a heartbeat."

- Chief Operating Officer

Coremetrics

"Parature Customer Service software has quickly enabled Coremetrics to increase client satisfaction levels by providing our clients a self-service portal by where they have 24/7 access to information and also their ticket history. By doing this its also enabled Coremetrics to service twice the number of clients without increasing the size of our service levels. Additionally, Parature Customer Service software has increased the efficiency at which our teams work within Coremetrics by allowing us to have improved processes between customer support, operations, development, and sales."

- Director of Global Accounts

DBM

"We’ve leveraged Parature's Web self-service features to empower our customers to get support when, where, and how they want it. This has led to a 36% decrease in tickets submitted and improved customer satisfaction, ultimately adding value to our online presence."

- Global Support Manager

e-MDs

“Parature has been a great fit for us, particularly due to the ability for us to customize the software to our needs, the high level of functionality while still being very easy-to-use, and the very affordable pricing.”

- Executive Vice President, Practice Management

ExtendMedia

"We've minimized our inbound calls from approximately 100 per month to 20 or less. We've reduced our wait times by up to 80%. We’ve maximized our knowledge growth through the knowlegebase system in terms of transforming tickets into knowledgebase articles, which then the users on the support portal, can manage and access data, and find their own solutions to known issues."

- Support Manager

Florida State University

"When Parature assured us they could deploy their software in a matter of weeks, we assumed they were providing us with a marketing pitch to gain our business; however, Parature delivered on their promise, and had us up and running in three weeks."

- Director of User Services

Havok

"Parature Product™ has become a central part of Havok's customized support process.  The product catalog concept effectively manages information ownership, which in turn allows us to restrict how we expose certain information to specific customers."

- Director of Professional Services

Idiom Technologies, Inc.

"Parature has enabled our customer support team to work more efficiently. Our support reps spend less time responding to repetitive customer inquiries, and more time solving tougher customer issues. Parature also allows our support team to work more collaboratively, tapping into the knowledge of our entire team to solve problems faster."

- Vice President of Professional Services and Support

Indiana State University

“Parature’s easy to use interface allowed our technicians to resolve tickets instantly with minimal training, or none at all."

- Office of Information Technology Help Desk Manager

JobFox

"With Parature, JobFox has been able to gain better visibility into the types of tickets that were being asked frequently, so that not only we can go back to our knowledgebase and improve on the articles we have there, but also I can get information I need to go back to our product team, and really help them think about the types of enhancements they can make to our site, to ensure the questions we are getting never get asked in the first place so that the jobs seekers have a really great experience on our site."

- Client Services Manager

K2 Network

"K2 Network, a major publisher in online gaming, handles 2500 ticket submissions daily between 2 different offices in three different languages. Parature provides us the tools we need to do that."

- Senior Director of Player Relations

Minerva Networks

“Parature has enabled us to not only implement processes and organization, but to also begin offering clients innovative and time-saving customer support tools. This combination of an upgraded infrastructure and client-facing enhancements has taken our support to the next level, and ensures we are meeting, if not exceeding, customer expectations.”

- Director, Technical Support

Office Depot, Inc.

"I researched many on-demand solutions and noticed they were too labor intensive and cumbersome. Parature's software met our standards, because of their quick deployment, ease-of-use and Web hosted platform, which enables me to access my account anywhere."

- M2 Project Manager

Passport Health Communications, Inc.

"With our previous solution we had to continuously update well over 120 pages worth of support information.  With Parature, we can match the look and feel of our support portal to that of our website, and effectively communicate changes to our products through their robust knowledgebase."

- Vice President of Customer and Technical Support

Premiere Global Services

"The great thing about Parature for us at Premiere is that it really allows us to drive to that self-support model. Because if we drive to that self-support model, it allows us cuts costs, and it allows us to also allow our reps to spend more time actually providing better service to our customers. Quite frankly, it is critical to us that we are doing that, but not only that, we're also understanding what our customers are saying about us so we leverage the forums and the surveys to understand what they are saying about our products, and Parature allows us to deliver that."

- Director, Web Strategy & Strategic Web Initiatives

Seven

“In deciding to use Parature we have given our customers a leap forward in their problem management. We went from simple ticket listings to offering our customers a knowledgebase, glossary, troubleshooter, discussion boards and sophisticated ways to search their tickets."

- Director, Customer Care and Training

The Weather Channel

“Parature has become a trusted partner, and has consistently delivered on their pledge to help us meet our customer support goals by providing dedicated staff and excellent technology. The comprehensive, integrated nature of Parature’s software enables us to provide a very positive support experience and meet customer needs quickly.”

- Manager, Customer Data and Systems

TMA Resources

"Within the first year of using Parature just in the first year in customer service alone,we saw a 25% increase in productivity; most of it was administrative overhead that we were doing in our prior system. So being able to roll this out accross our orgainization and having transparency between departments and to see what is going on with individual issues has been key for us as an organization to improve our processes and customer service satisfaction."

- Director, Customer Service

Water Environment Federation

"The implementation of Parature has allowed us not only to better service our customers through the tracking and accountability features for email to ticket conversion and submission of questions, as well as some of the automated features. We were able to create an online knowledgebase for our staff that includes the procedures manual and frequently asked questions from our members. The result of this has been lifting a huge weight off the shoulders of our support center as well as service accountable organization-wide."

- Director, Association Services



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