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David Sims - TMCnet CRM Alert Columnist[March 28, 2005]

Parature Announces Outtask as Customer

By David Sims, TMCnet CRM Alert Columnist

Parature, a provider of on demand support software has announced that Outtask, Inc., a provider of corporate travel and expense products, has selected Parature’s Customer Support Solution to help serve their growing customer base.

Operating in 84 countries worldwide (Is there an office pool on the 85 th?), Outtask chose Parature’s Customer Support Solution for a variety of reasons, including product capabilities for a customizable portal, robust knowledge base, download functionalities, trouble ticket submission, report functionalities, activity scheduler and integrated contact management tool.

Prior to implementing Parature’s software, Outtask resolved their support inquiries through online chat, phone calls and e-mails. “We needed a solution that could centrally log and track support issues through various channels to help our support team report, resolve and respond to such issues,” stated Bob Robison, COO at Outtask, Inc.

Outtask is using Parature’s Customer Support Solution to avoid hiring additional support staff, which Robison sees as part of the product’s ROI.

Based in Alexandria, Virginia, Outtask, Inc. provides corporate travel and expense automation products through its Cliqbook and Vinnet service offerings automating and controling travel booking, expense submission, reporting and reimbursement.

Just a few days ago Parature announced that Parasol IT, a UK provider of web-based accounting services selected Parature to support their expanding customer base.

With an increase in sales came an increase in support requests – figures – and it became clear to Parasol IT that they needed a customer support solution that could handle the job. After an initial evaluation period, Parasol chose Parature over RightNow Technologies and Salesforce.com for its easy to use feature set.

Parature’s had a pretty good past couple weeks, as Webroot Software , makers of Spy Sweeper and other privacy and protection products for Internet users, also chose Parature’s Customer Support Solution to provide self-service customer support channels.

Prior to using Parature, Webroot resolved customer support issues with a static FAQ site, e-mail and phone support. “After experiencing such a rapid growth, we needed a support solution to be implemented quickly, so our customers could begin to find solutions to their support issues without having to contact our support department,” stated Ling Richardson, Director of Consumer Support at Webroot.

David Sims is contributing editor and CRM Alert columnist for TMCnet.

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