Trapeze Networks Selects Parature Customer Service(TM) Software
Parature Enables Leading Wireless Management Software Provider to Empower Customers with 24/7 Self-Service
Vienna, VA (May 11, 2009) – Parature, a global leader in on-demand customer service software, announced today that Trapeze Networks has selected Parature Customer Service(TM) software to efficiently manage their customer service and support. Trapeze Networks is the leader in enterprise wireless LAN equipment and management software.
Trapeze Networks empowers its customers to access their business applications anytime and anywhere, so their customers expect anytime, anywhere answers for their network challenges, according to Sandeep Moza, Sr. Customer Advocate. Their search for an on-demand software application arose from a business goal to have self-service support capabilities 24/7. Their existing application lacked the customer-facing component to meet this need, requiring their support team to manually create a ticket from customer emails and Web forms; increasing resolution times for customer cases. Parature Customer Service(TM) software provides Trapeze with an integrated customer portal, knowledgebase and trouble ticket software, as well as a host of other modules to efficiently manage all of their growing support needs. “With Parature, our customers now have anytime, anywhere access to a knowledgebase, software downloads, forum, and tickets,” said Trevis Schuh, VP of Worldwide Customer Service.
“We evaluated half a dozen customer support applications and Parature Customer Service software rose to the top primarily because of the simplicity of having multiple modules rolled into one,” stated Moza. “Parature is a one-stop shop, providing us with a hosted software solution of integrated modules for effective customer service and support. Seventy percent of all new tickets are created by our customers on the portal, reducing support email interaction by 40 percent. Those that use the knowledgebase to resolve their issues never create tickets, further reducing the support team’s workload. Additionally, we are handling a twenty percent higher ticket load, without additional resources.”
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 Customer Service(TM) software modules allows organizations to effectively manage all of their support needs without additional hardware, software and IT expenses. Parature integrates everything in one dynamic, unified system to increase efficiency across entire organizations, improving processes among customer support, operations, development and sales.
“Organizations are consistently challenged to effectively manage customer support requests and without increasing headcount,” said Duke Chung, Parature President and CEO. “Parature is committed to setting the standard for support teams worldwide by providing the smartest, most efficient customer service software suite that enables organizations to manage all of their customer service needs; strengthening ongoing customer communication, increasing retention and reducing costs.”
Source: Parature