TMCnet News
Selecting a Hosted Support Solution, East Carolina University Implements Their Robust Parature Solution in Two Weeks RESTON, Va. --(Business Wire)-- March 29, 2004 -- Parature, the leader in online support software, today announced East Carolina University (ECU), a public university serving 22,000+ students, has selected Parature as its support interface for their mission critical Blackboard application. Instead of spending a lot of money and time installing a complex help desk system, it took us just two weeks, and a fraction of the cost to customize and deploy Parature as our online support center, commented Matt Long, Blackboard Administrator, ECU. ECU selected to implement Parature's self-service web portal consisting of knowledge base references, a trouble ticketing system, download capabilities, and report functionalities along with an integrated contact management piece.Since implementing the Parature solution, ECU has averaged 2,600 visits to their support portal per month, of that an average of 41 tickets are submitted, showing through using Parature's support solution students, faculty and staff are resolving 98% of support issues on their own without having to contact ECU's support reps. As a result of their success using the Parature application, ECU has expanded its use of Parature by implementing it in ECU's Library and Division of Continuing Learning. The best feature from my point of view is the ease of use. The tool is powerful, yet intuitive. It's an in depth application that is some how bug free, it's been bulletproof, commented Long. We are excited to be adding ECU to our education portfolio of clients. The education market has proved to be a strong viable vertical for the Parature solution, and we continue to develop significant solutions specific to the needs of this market, noted Duke Chung, Parature CEO. Continually growing, Parature serves industry leaders such as Hewlett Packard, Philips Medcare and Blackboard. Through its suite of products, Parature improves your end user satisfaction and confidence through providing critical self servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing customer support costs. About Parature Parature, an innovator of online support software, enables companies to improve their internal and external support resulting in reduced support costs. The company's flagship product, Parature 5, is an easy-to-use, comprehensive and affordable online support solution for businesses, educational institutions, and government agencies. Parature allows organizations to manage support requests and to publish self-service knowledge bases on the Web, reducing the need for costly and time-consuming telephone support. Organizations use Parature to support their customers, partners, employees, developers and sales teams. As an online enterprise service, Parature eliminates the need to buy, install or maintain hardware, software or networks and can be implemented in hours at a significantly lower cost than traditional enterprise software, and easily configured to adapt to changing business requirements. Headquartered in Reston, Virginia, Parature can be found on the Web at www.parature.com About East Carolina University In 1907 East Carolina was founded to alleviate the desperate shortage of teachers in the eastern part of the state. Our School of Education continues to supply the nation with some of its best educators, but now it has been joined by programs of high distinction in health care and the fine and performing arts. Today East Carolina is a constituent institution of the University of North Carolina and offers more than 100 bachelor's degree programs, nearly 80 master's degree programs, and 13 doctoral programs in our professional schools, the Thomas Harriot College of Arts and Sciences, and the Brody School of Medicine. |
