Caselle Provides Service to Government Agencies with Parature Customer Support Solution

Online Support Portal, Surveys, Knowledge Base Play Key Role in Positive Customer Experience

Vienna, VA - November 27, 2006 - Parature, provider of award-winning, on demand customer support software, announced today that Caselle, leading government accounting software provider, has incorporated client self-service and is managing their service quality levels through Parature’s Customer Support Solution. “Parature has been a great fit for us, particularly due to the ability for us to customize the solution to our needs, the high level of functionality while still being very easy-to-use, and the affordable pricing,” said Brenda Wall, Senior Vice President of Support, Caselle.

Caselle’s solutions are aimed at local government agencies and organizations, and although their solutions are simple to use by design, because they often serve mission critical functions and involve sensitive information, it’s imperative that Caselle’s 25-member customer service team be very quick to respond to every issue. To aid their 1,400 clients in receiving assistance as quickly as possible, Caselle is using Parature’s online support portal as the starting point for customers to look up answers to their own questions. Caselle has formed a knowledge base of helpful articles on numerous topics, including software troubleshooting and best practices, and frequently asked questions. “We’ve received positive feedback from our clients about the portal, specifically being able to easily find answers themselves. Clients like being able to type in their exact questions and quickly receive a helpful response, without ever picking up the phone unless they want to,” stated Wall.

The ability to generate customized reports on numerous areas within Caselle’s support organization was a key factor in selecting Parature’s solution. “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,” explained Wall.

Caselle’s service organization also incorporated Parature’s survey tool into their support strategy. “We’re using a variety of surveys to collect and organize feedback from customers on a consistent basis,” stated Wall. “It’s important that we actively solicit customer comments and ideas about our products and services in order to continually enhance them and stay on top of our market.”

For more information regarding how your organization can benefit from Parature’s Customer Support Solution, please visit http://www.parature.com/landing/customersupport.aspx

About Parature

Parature enables organizations to better serve, support, engage with and retain their customers via the Web. Industry-leading, on-demand Parature Customer Service™ software provides customer service organizations with a comprehensive, multi-channel way to meet the growing expectations of their customers.  With more than 10 years experience, Parature serves organizations in a wide variety of industries worldwide and helps support more than 16 million end users. Parature is among Inc. Magazine's Top 100 Fastest Growing Private Software Companies and is the recipient of numerous product, technology, and leadership awards. Today, the Parature name is synonymous with innovation and value in Web-based customer service software, strategies and best practices. Parature is headquartered in Vienna, Virginia with offices in San Francisco and the U.K. For more information, visit www.parature.com or follow @parature on Twitter.

About Caselle

At Caselle, our business is helping local governments and special service districts increase their productivity and efficiency through integrated software solutions. Caselle continues to flourish, grow, and serve over 1,200 municipalities, counties, and service districts in 30 states.

Media Contact

Dayna Tenorio
Parature, Inc.
+1-703-564-7758 x1170
dtenorio@parature.com
www.parature.com