Parature Announces Winners of 2005 Customer Centric Awards
ATI Technologies and ANGEL Learning Recognized for Excellence in On Demand Customer Support
McLean, VA (November 28, 2005) – Parature, a leading provider of award winning, on demand customer support software, today recognizes ATI Technologies, NASDAQ (ATYT), and ANGEL Learning as the winners of the 2005 Customer Centric Awards. The awards are presented to truly distinctive Parature customers for demonstrating excellence in applying on demand customer support solutions to achieve a high customer support satisfaction rating from their client base.
Parature put the power of evaluation in the hands of each nominated company’s end users, surveying them to uncover their insights and satisfaction levels with the support they have received. The winners of the award exhibited the highest marks in areas from overall customer satisfaction to the innovative use of support technologies.
ATI Technologies, the global leader for discrete PC graphics, won the Customer Centric Award in the Large Organization category. ATI has implemented Parature’s customer support solution worldwide to manage their call center, email and Web support channels for all of its 400 products. By providing these methods of support, ATI is achieving continuous measurable improvements in the quality, efficiency, and scalability of its customer service operations, and has seen an 80% reduction in call volumes from its global customer base of 4 million. ATI has achieved an astounding 99.6% customer support self-service rate with Parature. With over 50% of their clients able to solve their own issues in less then 20 minutes using the Support Portal, ATI’s customers find their customer support solution “fast, accurate, and personalized” according to survey respondents.
ANGEL Learning, developer of easy-to-use and flexible enterprise e-learning software, won the Customer Centric Award in the Small-to-Midsize Organization category. ANGEL Learning has very effectively scaled to meet the support needs of its growing customer base using Parature’s customer support solution. In this rapid growth environment, ANGEL Learning has been able to maintain its corporate support goal of responding to 75% of tickets within 2 hours and resolving 75% of tickets within 8 hours. More than 70% of ANGEL Learning customers rated support processes “excellent” identifying “ease of use, access to documentation, a knowledge base, FAQs, and the ticket system” as the most helpful features of the ANGEL support portal. Respondents also recognized the ANGEL support team for their “quality, determination, and willingness to help in any way they can.”
“We congratulate and are pleased to honor ATI Technologies and ANGEL Learning as organizations that excel at using Parature’s on demand customer support solutions to solve customer challenges while strengthening their relationships with their client bases,” said Duke Chung, CEO at Parature. “We applaud their commitment to achieving success by not only creating maximum value for their own businesses, but more importantly, creating lasting value for their customers.”
For case studies on how Parature customers are achieving high satisfaction ratings from their customers with Parature’s support solutions, please visit http://www.parature.com/res_casestudies.aspx.
Source: Parature