The Jewish Theological Seminary Selects Parature Customer Service(TM) Software
On-Demand Software Suite Enables Efficient Community Support
Vienna, VA (July 31, 2008) – Parature, a global leader in on-demand customer service software, announced today that The Jewish Theological Seminary (JTS) has selected Parature Customer Service(TM) software to manage the service and support requests of their students, faculty and staff. Located in New York City, JTS is the academic and spiritual center of Conservative Judaism worldwide, encompassing a world-class library and five schools.
JTS serves a community of over 700 students and 400 faculty and staff, according to Lewis Lane, Assistant Director of IT. The legacy software they utilized to manage their support processes lacked integration between the knowledgebase and ticket system, permission levels to limit system access, and the reporting features that Parature Customer Service software enables. Implementing Parature Customer Service software ensures effective internal communication, exceptional community support, and enables student, faculty and staff self-service all in one dynamic, unified system.
“Parature Customer Service software enables us to effectively manage support requests, empowering us to provide the level of service our community deserves,” says Lane. “The software allows us to provide an immediate response to the originator of a ticket; improving our response times to the community, it helps us to recognize trends; allowing us to be more proactive, and provides a central location to manage our IT projects. Since implementing Parature, our ticket response and completion times have already been reduced, and we are seeing a high volume of traffic in the FAQs which, in turn, reduces the number of tickets submitted.”
Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently serve, support, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature modules allows organizations to effectively manage all of their support needs. This dynamic, on-demand software enables organizations to get up and running quickly, easily and efficiently.
“The education community is facing a Web-savvy generation of students who demand cutting-edge campus resources,” said Duke Chung, Parature President and CEO. “Parature is championing the way to provide educational institutions with the smartest, most efficient way to manage the support needs of their students, faculty and staff; increasing student retention and improving the overall effectiveness of their support teams.”
Source: Parature