Community College System of New Hampshire Selects Parature On-Demand Support Software for Education
College Provides Student, Faculty and Staff 24/7 Support and Dramatically Reduces Phone Calls and Email
Vienna, VA (August 15, 2007) – Parature, a global leader in on-demand customer support and help desk software, announced today that the Community College System of New Hampshire has selected Parature Support Software for Education to manage the support needs of their students, faculty and staff. Community College System of New Hampshire (CCSNH) is New Hampshire’s statewide system of two-year colleges, offering associate degrees, professional training, and transfer pathways to four-year degrees. It is comprised of seven colleges statewide with a system office located in Concord, NH.
CCSNH’s online learning program was growing exponentially surpassing their infrastructure, according to Distance Education, Director Paul Ambrose and Project Director, Sharon Sabol, resulting in a support staff that was overwhelmed with a high volume of phone calls and email that consisted primarily of repetitive questions. Unable to focus on their strategic functions of instructional design and resources to improve the program and course quality, they set out in an effort to solve the lack of infrastructure, as well as, the redundancy in support questions. Implementing Parature Support Software for Education empowered their students, faculty and staff with self-service options, significantly reducing support calls and email to their support department. Additionally, the software enabled a trouble ticket system allowing the support staff to effectively & efficiently track and resolve support issues.
“Parature software has drastically reduced the number of support calls and emails we receive at CCSNH” says Sabol. “Users are resolving their own issues 24 hours a day, seven days a week and as a result, we are able to spend time on more strategic projects while delivering great service to our faculty, staff and students. Parature has provided an especially great advantage for us in supporting our distance learning programs where our students typically do their course work weekdays between 9:00pm and 12:00am and on the weekends”
Parature is a Software-as-a-Service (SaaS) provider that enables organizations to fundamentally change the way they support their customers by enabling student, faculty and staff self-service, increasing student 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.
“Colleges and Universities, today, are consistently challenged by the overwhelming number of phone calls and email submitted to their support departments and the burden of resolving those issues within defined timeframes,” said Duke Chung, Parature President and CEO. “In addition, the rising occurrence of distance learning has brought the demand for effective online support technology to the forefront. Parature is leading the way, providing the cutting-edge technology that educational institutions require to increase their efficiency and communication with students, faculty and staff.”
Source: Parature