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May 06, 2010

Parature Legend Maker Award Goes to Coremetrics, TMA Resources

By Shamila Janakiraman, TMCnet Contributor

Customer support software provider Parature (News - Alert) has honored Coremetrics and association software provider TMA Resources with its 2010 Parature Legend Maker Award.

The award was given to the two recipients in recognition of their excellence in customer service and support at the general session of Parature's sixth annual user's conference, Parafest  '10.

In a release, Tammy Woodruff, senior manager of worldwide customer support, Coremetrics (News - Alert), said "We are honored to be a recipient of this award for customer service excellence. Coremetrics is committed to service excellence and a key part of our plan was to implement Web self-service technology, empowering our clients to find answers quickly while expanding support for our global client base beyond Monday-through-Friday business hours."

"Self-service via Parature's integrated customer service software suite has allowed us to deliver exceptional service and support to our clients with no additional while also growing our client base by 350 percent," Woodruff added.

Kim Deering, Parature Administrator, TMA Resources (News - Alert), was pleased with being selected for the award. Talking about the company's portal which was launched in 2006, she explained that the Parature Customer Service software has reduced time on the manual administrative activities by 25 percent and the team is able to close tickets 25 percent faster.

"We are certain that the software has helped us increase customers' satisfaction. In our most recent customer service satisfaction survey 78 percent of our customers said that they were very satisfied or satisfied," Deering added.

Commenting on the selection of the two companies as recipients of the 2010  Parature legend Maker Award, Parature CEO, Tim Davenport said that both TMA Resources and Coremetrics are committed to serving customers optimally and improving the customer experience. They have also shown that cost and organizational efficiencies are a true testament to the power of integrated multi-channel service, he noted.

ParaFest '10 includes hands-on training sessions led by the Parature Professional Services team and many other customer experience, product and best practices sessions led by Parature customers as well as other industry experts. People who attend the conference can exchange ideas, share industry insights and trends, and network with their peers as well as Parature executives and staff besides learning how to derive maximum benefit from the Parature Customer Service software.

Parature Customer Service software integrates a customer portal, rich knowledgebase, ticketing, and other modules in one dynamic, tightly unified system that allows organizations to effectively manage all of their support needs. The software enhances all operations in an organization by improving processes among customer support, operations, development and sales departments.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila's articles, please visit her columnist page.

Edited by Patrick Barnard

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