TrialSmith Expands Operations to Provide 24/7 Support to Trial Lawyers Nationwide with Parature
McLean, VA (June 27, 2005) – Parature, a leading provider of award winning, on demand customer support software, announced that TrialSmith, the nation’s largest online deposition bank for plaintiff lawyers, has selected Parature’s Customer Support Solution. Having end users with demanding schedules, TrialSmith was faced with the daunting challenge of providing customer support 24/7 without having to hire additional staff during non-business hours. “It was important to have a solution that would be easy to use and can be accessed 24/7,” explained Kent Hughes, President of TrialSmith. “In addition to providing 24/7 support, we needed a solution that could track the hundreds of calls during business hours. Parature was the answer to all of our needs; our support portal was implemented in a matter of weeks, and our support staff can now identify, track, analyze, and resolve common support issues.”
Noting the ease of use and flexibility, TrialSmith has implemented Parature’s solution in other departments. “After noticing the effectiveness and success of our support department, our development team and marketing staff have implemented Parature for scheduling. Our site managers are using it to manage contracts, and track the tools and services utilized by each of our customers”, Hughes added.
As an advocate for best practices in customer support, Parature’s solution provides fully customizable fields and the ability to support multiple products, web sites and end users from various organizations with different knowledge requirements. “The features that won us over were Parature’s seamless interface, and their ability to customize and quickly implement the solution. After implementing Parature, we realized we originally weren’t setting our support goals high enough. They worked closely with us to provide a solution that has paved the way for building and improving the support we provide to our customers,” concluded Hughes.
“It is a testament to how versatile our software is when various clients, including TrialSmith, are utilizing our solution for more than just support,” said Duke Chung, CEO at Parature. “We are delighted that TrialSmith found Parature’s Customer Support Solution to be the superior product, and we look forward to being a partner in their continued success.”
Source: Parature