[May 31, 2005]

Louisiana Hospital Rings for Parature

By David Sims, TMCnet CRM Alert Columnist

Parature, a provider of on-demand customer support software, is announcing this morning that Our Lady of the Lake Regional Medical Center, a healthcare provider that serves the Greater Baton Rouge area, has replaced Peregrine’s Service Center with Parature’s Help Desk Support Solution.

Our Lady of the Lake Medical Center wanted something without the “barriers to flexibility and high maintenance costs,” according to company officials. Our Lady of the Lakes selected Parature’s Help Desk Support Solution for their “ease of use, competitive pricing and robust feature set.”

“The biggest obstacle we experienced with Peregrine was its inability to adapt to our changes as we continued to grow,” stated Shannon Simpson, Director of MIS at Our Lady of the Lake Medical Center. Simpson added that Parature’s wide range of modules which include self-service customer support features “will provide us with an immediate return on investment.”

Being in the health care industry, “it is critical to categorize our support problems and prioritize them appropriately,” Simpson said, adding that “Parature’s skills based routing and time sensitive alert features allow us to effectively manage our support process.”

Duke Chung, CEO at Parature noted that health care is a vertical Parature focuses on. “Our Lady of the Lake is a great example of how the healthcare industry can address their support needs,” he said. “Having several clients in the health care arena, Parature has developed robust security features and deep audit trails that can best serve their needs and requirements."

Parature’s suite of modules allows companies to provide critical self servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and, by extension, reducing support costs.

Our Lady of the Lake Regional Medical Center is the dominant institution in health care in the Greater Baton Rouge area and is the largest private medical center in Louisiana, with 763 licensed beds. Established in 1923 by the Franciscan Missionaries of Our Lady, in a given year Our Lady of the Lake treats approximately 25,000 patients in the hospital, and serves about 350,000 persons through outpatient locations with the assistance of almost 900 physicians and 3,000 staff members.

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