CenterStone Technologies Replaces RightNow’s Customer Service Software with Parature’s Customer Support and Help Desk Solution
Ease of use, workflow, user interface, customization listed as reasons for move to Parature
McLean, VA (November 07, 2005) – Parature, a leading provider of award winning, on demand customer support software, announced today that CenterStone Technologies has replaced RightNow Technologies Customer Service Software with Parature’s Customer Support Solution. After implementing RightNow’s products a year ago, CenterStone, leading provider of applications helping retail dealers and salespeople work more effectively, began to realize that the workflow and user interfaces were complicated both on the customer support representative and end user customer sides. “RightNow’s basic functionalities are really difficult,” stated Terry Gates, Sr. Vice President of Technology at CenterStone Technologies. “Their complex user interfaces made navigating confusing and their workflow concepts were too complicated. Parature’s workflow and user interfaces are much cleaner and more straightforward which better meets our needs.”
In addition to the interface and workflow, customization played a key role when selecting a new provider. “When we tried to customize RightNow’s solution to simplify things, it proved very difficult to use for our customers. Parature’s customizable ticket fields enable our customers to select and narrow their support inquiries which drives their usage of the system and deflects support emails and calls that normally would have been going to our support representatives,” commented Gates. “Training is almost not needed with Parature’s system. We conduct basic training for our support representatives whereas with RightNow’s solution it takes 15 minutes just to explain what is on the screen.”
The overall scalability, feature set and ease of use will enable CenterStone to utilize Parature’s customer support solution for years to come. “Parature fits the direction we’re going as a company, allowing us to quickly launch the solution and build upon our unique customization needs. RightNow was situated where you almost have to think two years in advance on everything you were doing which isn’t always possible,” concluded Gates.
Terry goes further to explain the vast difference in total cost of ownership, stating “We had a full-time person who dedicated two thirds of their time to RightNow’s solution. I spend less than ten percent of my time administrating Parature’s solution.”
“We are continually receiving praise from our clients and industry experts about our functionality, integration capabilities, customization, ease of use and total cost of ownership,” said Duke Chung, CEO at Parature. “Because of that positive feedback and having been awarded the gold medal in SearchCRM’s 2004 Product of the Year for customer-facing online service, we are confident that we are providing our clients, their customer support representatives and customers the most complete support solution available.”
A full case study on how CenterStone Technologies is utilizing Parature’s customer support solution is available on Parature’s website at http://www.parature.com/res_casestudies.aspx.
Source: Parature