Florida Atlantic University Technical Department Bypasses 97% of Support Issues Using Parature
Looking for a hosted support solution Florida Atlantic University Selects Parature
Reston, VA (February 23, 2004) – Parature, a leader in online support software, today announced Florida Atlantic University (FAU), a public university serving 25,000+ students across South Florida, has selected Parature as its support interface for their Blackboard application. As a result of using Parature, FAU has been able to resolve 97% of their Blackboard support related issues through Parature’s self-service web portal consisting of knowledge base references, download functionalities, trouble ticket submission, reporting functionalities, as well as an integrated contact management piece.
“The ease of use of the product, the fact that it is web enabled, and the ability to customize Parature to meet our needs, are some of the most attractive features of Parature. More importantly, the responsiveness of the people at Parature has been wonderful. They are always there to help us help our users,” commented Nancy Rubin, Instructional Designer, FAU.
Prior to using Parature, FAU supported Blackboard through their main help desk. FAU approached Parature with an accessibility issue in supporting their campus anytime, anywhere. “If there was a Blackboard problem at night, or on the weekend, we could not help, because we could not access the ticket to see what the problem was, or who was having it,” commented Rubin. “The advantage of selecting a hosted support solution is the ability to securely access your service desk from any internet connection, allowing you to truly support your end users 24×7,” noted Duke Chung, Parature CEO.
Continually growing, Parature serves industry leaders such as Hewlett Packard, Philips Medcare and Blackboard. Through its suite of products, Parature improves your customer satisfaction and confidence through providing critical self servicing information on a 24×7 basis via the web, resulting in reduction of inbound support load and therefore reducing customer support costs.
Source: Parature