Viola Networks Manages and Tracks Customer Support Inquiries with Parature’s Complete On Demand Customer Support Solution
McLean, VA (December 20, 2004) – Parature, an innovator of on demand customer support software, announced today Viola Networks, a provider of IP network performance assurance and assessment software, has selected Parature to support their increasing customer base. Recognizing their customer base quickly began to outgrow their support staff, Viola began to evaluate customer support solutions which included Parature, Footprints, Kemma and SupportWizard. Viola selected Parature’s Customer Support Solution due to the benefits of Parature’s hosted model, the dynamic knowledge base offering, its robust trouble ticketing system, and its competitive pricing.
Knowing the importance of customer support and retention, Viola Networks provides temporary support accounts to their prospective customers as an incentive to purchasing their software. With this added incentive, Viola incurs a fluctuating support load. Prior to deploying Parature, Viola Networks received 200+ emailed support inquiries a week. “Managing and tracking service inquiries became difficult,” stated Roy Mitrany, Professional Services Engineer at Viola Networks. “Parature’s eService and eTicket module allows us to organize and grasp a better understanding of what issues come up frequently. The integrated nature of Parature’s modules, allows me to easily suggest reoccurring issues from incoming trouble tickets to the knowledge base with a click of a button. This integration allows me to easily manage my knowledge base ensuring it remains up to date with relevant articles.”
With Parature’s hosted model, Viola Networks avoided hiring or appointing added personnel to oversee costly maintenance and modifications, which incur with an installed solution. “Parature’s software eliminates the repetitive questions we were receiving, allowing us to increase our productivity and eliminated the need for added personnel,” added Mitrany. “Another benefit we have encountered by purchasing a hosted solution is the elimination of additional technical burdens, such as maintaining additional hardware or software that occurs when purchasing a new solution. It has allowed our IT department to remain focus on larger scale technical issues, rather than maintaining any hardware or upgrades related to our support solution.”
“Support software should provide overall functionality and ease of use without any hidden maintenance costs,” said Duke Chung, CEO of Parature. “That’s what sets Parature aside from our competitors, we have a proven track record of providing the support tools our clients need at a competitive price.”
Source: Parature