“We’ve been enabled to provide our customers a better service, while saving more than 160,000 USD every month.”

"We want support to be as prompt as possible. If subscribers have a good experience, then they’ll continue playing with us. Out of more than five million subscribers, the number contacting support is well under one percent."

"Within a year of launching Parature, we reduced administrative time by 25 percent for our account specialists. They’re not cutting and pasting, so they’re able to handle more tickets. That translated to a 25 percent drop in the number of open tickets."

"Before, we had to dig through paper files or email. Now, we just don’t have to. Preparing for audits went from weeks before to now days."

"We have lot of activity on our Facebook page. We want support to be wherever customers are so it’s convenient for them to connect with us."

"The ease of use of the product, the fact that it is Web-based, and the ability to customize Parature to meet our needs, are some of the most attractive features of Parature. More importantly, the responsiveness of the people at Parature has been wonderful. They are always there to help …

"Parature has a much better workflow from intake through resolution and publishing to KB. Solutions are actually useful to other technicians, and end-users are more likely to find their own answers."

"We had other inferior software programs that were not customizable. We had no way of tracking, recording, analyzing or reporting correct information to our membership or Board of Directors. Since using Parature, we have flourished."

"Our working processes and productivity have improved dramatically due to the optimization available within the system. Routing and TSAs aid the team to produce high quality and accurate work, which in turn, reduces the wait for our customers."

“The insights we gained about our customer base were critical in the early stages of our company's growth, and they remain vital today as we compete on a more global scale. The deployment quickly paid for itself. Today, more than 50 of our employees regularly use Parature, and it continues …

"With Parature, our support center has been able to take many different email addresses used by the organization and route them efficiently and improve response times. The online portal has been effective in reducing members’ needs to contact us [directly] and is growing in traffic."

"Parature has helped us improve efficiencies."

"Our biggest improvement was with the self-service offerings. We also found Parature to be much easier to work with from a technical setup perspective and we found the Parature employees to be much easier to work with."

"Even as our customer base has increased, we have not had to add staff . Average resolution times decreased by 80 percent."

"Web self-service with Parature allowed us to keep support sta levels the same. We’ve grown our client base by 350% without adding headcount, which reduces our cost of providing service."