"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."

"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."

"With the help of Parature’s software and services we have been able to analyze and focus on areas that were in much need of improvement and focus on organizational growth and meeting the growing expectations of our faculty, students & staff. Since the switch over to working directly with Parature …

"Simply put, Parature is 50% of my work force. With Parature, I am able to utilize fewer CSRs, keeping my sta ng budget low."

"Prior to Parature, we were spending about 75% of our time on customer support, and 25% of our time managing the actual process. Now, because of Parature we can spend 100% of our time on customer support."

"Previously, any question-and-answer exchanges went into a black hole, but now everything we do is ticketed and reviewed, so we can actually see if there are any trends or issues underlying the problems that come in."

"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."

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

"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."

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

"Parature has helped us improve efficiencies."

"The system made life a lot easier for our reps, and in turn this makes the customer interaction better, and response times are also better. The functionality also allowed us to better serve our customers through self service, which has had a huge impact, as our install base has increased …

"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."

"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."

"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."