Parature for Government

The Smartest, Most Cost-Effective Way to Provide the Answers Your Constituents Need

When it comes to providing service, agencies face a multitude of challenges. Rising constituent expectations. A growing volume of interactions. Pressures to increase business through online channels. Expanding service mandates to fulfill. Shrinking resources, tight staffing, and even tighter budgets.

Today, more agencies at every level of government are turning to Parature for efficient, effective service and support for their constituents that doesn't force compromises between quality and cost.

Parature Customer Service™ software integrates the customer portal, knowledgebase, ticketing, and a host of other modules in one dynamic tightly unified system that manages all your support needs.

Parature's on-demand model keeps you up and running - and your constituents happy - no matter what. As a SaaS (software-as-a-service) provider, we deliver our product suite over the Internet using a secure, scalable application and system architecture that requires no software downloads or IT help.

Provide a Complete Self-Service Support Center While Lowering Costs

Your portal provides a comprehensive professional 24/7 support presence that matches your unique needs. From here, your constituents have immediate access to a robust knowledgebase where they can help themselves anytime to a variety of information - frequently-asked questions, glossaries, regulations, or the latest policy and procedure documents, manuals or downloads.

Not only is the knowledgebase an invaluable resource for your constituents; it's an ideal way to retain and fully leverage your agency's valuable institutional knowledge and expertise, ensuring continuity through staff turnover and retirement. It's also an excellent go-to resource for agency staff who need to quickly access the latest policy information.

Your constituents can easily submit even the most complex issues and track the step by step progress of their tickets right from the Web, without every having to contact your service representatives. A complete ticket history is always available for your constituents to store, reopen or post comments to resolved tickets.

Reduce Emails, Call Volume and Repetitive Questions

High inbound call volume and emails from your constituents can make it difficult to keep pace. We'll help you centralize and manage all email communications, so you can respond more quickly and efficiently, reducing issue resolution times.

And as you build your robust knowledgebase that lets your constituents easily find answers themselves to routine questions, your service representatives are free to handle more of the 'one off' issues that require live personal assistance.

Gain More Visibility into Issues and Trends

With Parature, you can get both high level and detailed views into all your service activities.

Business Objects reporting offers extra analysis and reporting power to track everything from response times to staff requirements. You can also analyze important constituent trends that help you determine the most effective ways to strengthen and streamline your support.

Get Constituent Feedback for Better Management Decisions

Staying in tune with what your constituents expect is critical. Parature helps you keep tabs on user satisfaction with capabilities that provide a steady stream of valuable feedback - important to maintaining excellent support standards while holding the line on cost.

Optimize Your Resources

With Parature, you can be smart about how you use your valuable internal service resources. Monitor individual service representative performance and productivity, keep track of peak user times and better manage the entire workload.

Benefits

• Provide real-time, anywhere anytime support for constituents, employees, citizens, soldiers, business - anyone who relies on accurate, consistent information from your agency
• Cost avoidance. Reduce operational costs, save time and money by reducing inbound emails while improving service levels
• Preserve valuable agency knowledge and information in one central place
• Be more proactive and strategic about driving constituent satisfaction
• Reduce repetitive inquiries and increase overall operational efficiency
• Improve satisfaction levels and achieve faster resolution times
• Ensure 24/7 access to consistent, accurate up-to-date answers online
• SaaS delivery - no need for additional hardware, software or IT support
• Safeguarded by secure world-class hosting facility