Parature’s Year End Review: 2004 Highlights
Company on Track for Continued Growth In 2005
McLean, VA (January 04, 2005) – Parature, a leading provider of complete on demand customer support software, announced today their year end review for 2004. “We had a great year, delivering outstanding results in three key areas: Product, Sales and Support. We expanded our offering to cast a broad range of support modules to create the most complete hosted support solution on the marketplace. We doubled our client base, and delivered new programs to enrich our client’s experience,” said Duke Chung, CEO at Parature.
Parature continues to gain market share and extend its position as the leading provider of on demand customer support software , by doubling its client base. New clients include Florida State University, Mozilla, Rothschild, Inc., Wharton School of Business, WaveRider Communications, Webroot, Ubicom, Inc. and T-Fal Corporation. In addition, Parature has obtained a 95% client retention rate since their inception in 2000.
Parature reveals 2004 Customer Support Software system performance statistics. The following performance statistics were generated by Parature’s clients through the usage of Parature’s support software in 2004:
# Total Tickets Submitted: 400,042 (81% increase).
# Resolved Ticket Rate: 98%
# Number of Registered Users: 2,537. (54% increase).
# Total Number of Registered End Users: 1,000,052. (60% increase).
# Number of Times Parature Clients’ End Users/Customers Accessed their Support Portal: 3.6 Million. (67% increase).
# Number of Chats Logged: 17,003. (80% increase).
Parature rolls out 3 new modules: eAsset, eProduct and eSurvey. eAsset provides organizations to standardize and streamline their asset management process. eProduct provides organizations the ability to manage their support based on product lines. eSurvey provides a tool to quickly create a survey, send to target audiences, and measure user satisfaction in real-time.
Parature increases its global services and support group to deepen their commitment to excellence in customer support. Due to rapid client growth, Parature increases the global services and support group by 30%.
Parature announces Product Advisory Board, which consists of top technology leaders: Dr. Michael Barker of Florida State University, Hugh Reynolds of Havok, Ling Richardson of Webroot Software Inc. and Kevin Smith of SEVEN. The board has been assembled to advise Parature with key customer initiatives and strategic development with their suite of modules.
Parature extends its management team. Karolyn Abrams was appointed as the Vice President of Global Services, and is responsible for managing her team of support technicians in delivering top notch professional services to Parature’s clients. Cynthia Ogle was appointed as Vice President of Marketing, and is responsible for driving all the marketing and branding efforts at Parature.
Parature hosts First Annual Users Conference, ParaFest, to provide an atmosphere for clients to network with each other, receive skilled and relevant training, and learn from other clients’ successes.
“Our success has been powered by our ability to listen to our customers’ evolving needs and to leverage our technology to provide real business solutions,” said Chung. “The growth of the customer support sector within the CRM industry has increased substantially in 2004, and we anticipate 2005 to be even a bigger year for hosted support solution providers. With that anticipation we have marked 2005 to be a year of innovation, delivering new top of the line products and programs to the marketplace.”
Source: Parature