"The reports in Parature really tell you a story you can't get from your customers. It's worth the time to take a deep dive into them," says Parature customer Nancy Porte, VP of Customer Experience for Vovici.
Measurement is fundamental to service and support, but too many service organizations measure everything under the sun and then do nothing with the data. Within these metrics often lie the keys to problem areas, avenues to improvement, and better overall customer satisfaction.
Parature offers easy to use, yet sophisticated reporting as part of an integrated customer service software package. With Parature, not only are you able to get a deep view of daily and long-term performance as tickets go from creation to resolution; you can also predict and adjust staffing levels, scheduling and training needs.
At Parature customer e-MDs, a provider of EHRs and other clinical applications, the support team uses reporting tools to review such metrics as time-to-resolution to tailor their training programs and staffing levels. They also rely heavily on specific reports to monitor the effectiveness of their knowledgebase content and update accordingly.
Beyond support, one area that's benefiting from reporting and analysis is e-MD's development team, taking advantage of the full-circle knowledge-sharing between development and service. The Parature reports provide solid data shared with the development team to actually address issues in future product releases.
With Parature, you can set up an unlimited number of reports depending on your needs. Longtime Parature customer TMA Resources has 135 different reports set up, analyzing every aspect of service and support across multiple departments. Reports can be automatically emailed to internal and external parties. Insight on factors such as number of open issues, top issues, or most frequent callers drives better decision making.
It all adds up to having the right, real-time information to make the best decisions for your customers and your support team.
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