Graphic Card Giant ATI Technologies Inc. Achieves 99.6% Customer Support Self-Service Rate with Parature
McLean, VA (August 31, 2005) – Parature, a leading provider of award winning, on demand customer support software, announced that ATI Technologies Inc. (Nasdaq: ATYT), the global leader for discrete PC graphics, has successfully deployed Parature’s Enterprise Edition to service their 6 million global customer base. ATI has implemented Parature’s solution worldwide to manage their call center, email, and Web support. By providing these methods of support, and steering 4.8 million unique visitors a month to their support portal, ATI is achieving continuous measurable improvements in the quality, efficiency, and scalability of its customer service operations.
After implementing Parature’s support solution, ATI saw an immediate return on their investment. “Due to Parature’s support portal and knowledge base, our customers are only submitting an average of 27,000 support tickets a month, which translates to less than1% of the millions of visitors who come to our support site monthly. This has led to a remarkable 99.5% self-service rate,” remarked Pritesh Gandhi, Sr. Marketing Communications Manager, at ATI.
Prior to Parature, ATI utilized several vendors to handle incoming calls, emails, and online registration. With Parature’s suite of 12 modules, ATI’s customer service representatives now use a seamless, robust, and integrated support solution to provide top-notch support for their customers. “Our prior solution did not have a customer-facing portal. If our customers wanted to submit a ticket or email, they would have to fill out a web form with their personal information, product information, and issue type for each submission. This was a major inconvenience for our customers,” stated Ahmad Rahman, Internet Development Lead. “In addition, our customers did not have access to their support history, so if they were experiencing a reoccurring problem, they couldn’t access information on previous solutions.”
Parature’s Customer Support Solution has been well-received by ATI’s customer support representatives. “Not only has it been a key initiative to provide exceptional customer support, we strive to ensure our customer support team has the necessary tools to effectively carry out their job. Prior to Parature, our average response time to customer inquires were 2 days. With Parature we are able to respond in a matter of a few hours, allowing us to keep up to date and assist customers promptly,” mentioned Ahmad Rahman.
“Parature’s solution complements our focus on global customer support. With their hosted web based model, ATI will continue to deliver consistent, high-quality customer care regardless of customer or agent location, leading to improved responsiveness and customer satisfaction for our clients around the world,” said Sebastian Aruta, Customer Care Manager at ATI.
In addition to customer support, ATI sought out a solution that could provide an online marketing life cycle. “When a customer registers for a product, not only do they register to receive support, they can opt to receive vital materials about that product from our marketing department,” stated Crystal Macklin, Marketing Communications Specialist at ATI. “Because our previous solution involved products from different vendors, we had several duplicate profiles and a lot of inconsistent data. This made it difficult to obtain demographical information and to target our marketing strategies to our customers,” Bal Sahjpaul, Director of Marketing at ATI.
“Effective customer support is especially crucial for a company like ATI Technologies,” said Duke Chung, CEO of Parature. “As demonstrated by ATI’s successful implementation, Parature’s Customer Support Enterprise Edition has proven it can easily support millions of customers on heavily traveled Web sites. We look forward to expanding our relationship with ATI as they leverage our award winning online customer support solution.”
Source: Parature