Recognizing the benefits of a hosted support solution, East Carolina University Selects Parature
Selecting a Hosted Support Solution, East Carolina University Implements Their Robust Parature Solution in Two Weeks
Reston, VA (March 29, 2004) – Parature, a leader in online support software, today announced East Carolina University (ECU), a public university serving 22,000+ students, has selected Parature’s hosted customer service software as its support interface for their mission critical Blackboard application. “Instead of spending a lot of money and time installing a complex help desk system, it took us just two weeks, and a fraction of the cost to customize and deploy Parature as our online support center,” commented Matt Long, Blackboard Administrator, ECU. ECU selected to implement Parature’s self-service web portal consisting of knowledge base references, a trouble ticketing system, download capabilities, and report functionalities along with an integrated contact management piece.
Since implementing the Parature solution, ECU has averaged 2,600 visits to their support portal per month, of that an average of 41 tickets are submitted, showing through using Parature’s support solution students, faculty and staff are resolving 98% of support issues on their own without having to contact ECU’s support reps. As a result of their success using the Parature application, ECU has expanded its use of Parature by implementing it in ECU’s Library and Division of Continuing Learning.
“The best feature from my point of view is the ease of use. The tool is powerful, yet intuitive. It’s an in depth application that is some how bug free, it’s been bulletproof,” commented Long.
“We are excited to be adding ECU to our education portfolio of clients. The education market has proved to be a strong viable vertical for the Parature solution, and we continue to develop significant solutions specific to the needs of this market,” 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 end user satisfaction and confidence through providing critical hosted customer support software on demand, resulting in reduction of inbound support load and therefore reducing customer support costs.
Source: Parature