The Leading Hotels of the World Selects Parature On-Demand Help Desk Support Software
Luxury Hotel Organization Utilizes Parature to Support Staff Across 430 Hotels
Vienna, VA (September 17, 2007) – Parature, a global leader in on-demand customer support and help desk software, announced today that The Leading Hotels of the World has selected Parature Help Desk Support Software to manage their internal support needs. Headquartered in New York City, NY, The Leading Hotels of the World is the prestigious luxury hospitality organization representing 430 of the world’s finest hotels, resorts and spas.
According to The Leading Hotels of the World Director of Information Technology, George Lee, prior to selecting Parature they outsourced their internal help desk support to a third party organization. Using this vendor was neither cost effective nor efficient. Additionally, the high rate of agent turnover within the vendor organization was not conducive to effective support. The implementation of Parature Help Desk Support Software will enable them to effectively support their staff ‘in-house’ with a team of ten support representatives.
“Prior to implementing Parature, the support process was very manual and inefficient,” stated Lee. “Parature provides us with an integrated software suite that enables us to dramatically reduce the cost of our help desk operation while rapidly resolving issues for our end users. Now support ticket submissions will either be deflected as a result of the Parature Knowledge Base or will be efficiently submitted through the online support portal, routed to the appropriate department, and resolved within the defined time-frames by our internal support representatives. Additionally, the user submitting the ticket will have the ability to track its status, at anytime, instead of calling the help desk for updates affording both employees a more productive use of time.”
Parature is a Software-as-a-Service (SaaS) provider that enables organizations to fundamentally change the way they support their employees by enabling self-service, increasing employee retention and reducing the cost of support. The Parature suite of modules is seamlessly integrated into one solution allowing organizations to effectively manage all of their support needs. This dynamic, online software provides all of the tools necessary to resolve issues quickly and reliably, increasing satisfaction ratings.
“We pride ourselves on providing the world’s most comprehensive, integrated customer support and help desk software that is affordable and easy to use,” said Duke Chung, Parature CEO and President. “Parature is committed to helping businesses dramatically reduce their support burdens to become more effective, efficient organizations
Source: Parature