Tulsa Community College Slashes Campus Support Calls by 80% with Parature’s Support Solution
McLean, VA (February 12, 2011) – Parature, providers of award winning, on demand customer support software, announced today that Tulsa Community College (TCC) has selected Parature to provide support to their students. Offering online classes 24/7, TCC support coverage was limited to normal support shifts offered Monday thru Friday. By implementing Parature’s support solution, which include self-service features, TCC can now provide 24/7 support to their students. “By using the support portal and the knowledge base, we are providing the necessary tools and information needed for students to receive self-service support,” stated Randy Dominguez, Dean of Distance Learning at TCC. “The success of Parature’s solution has translated to an 80% reduction of support calls!”
With the new school year approaching and a limited support staff, TCC needed a solution that could be quickly implemented to address their high volumes of requests. “We are used to typical implementation processes that take six months or longer. When Parature assured us that their implementation process would take several weeks of course I was skeptical. We were pleased that the implementation process took only two weeks,” concluded Dominguez.
Prior to implementing Parature, TCC only provided support by phone. “We were bombarded by thousands of support calls weekly, and had to recruit additional staff. At one point I thought we may need to hire a staff of 50 or more support technicians just to address the volumes of issues we were receiving. Just the other day it was brought to my attention that our department received close to 200 calls that day. I noted that was nothing compared to the thousands that were received prior to Parature,” stated Dominguez.
“Higher educational institutions are continually facing increased pressure to enlarge student support services without increasing staff size,” said Duke Chung, CEO of Parature. “Parature’s self-service capabilities, along with our wide range of support features, enables our client’s customer base to grow while maintaining the same number of support staff and managing costs.”
Source: Parature