SOURCE: Parature

August 07, 2006 09:00 ET

e-MDs Provides Critical Service to Doctors With Parature Customer Support Solution

Online Support Portal, Knowledge Base, Discussion Forums Play Key Role in Positive Customer Experience

VIENNA, VA -- (MARKET WIRE) -- August 7, 2006 -- Parature, provider of award-winning, on demand customer support software, announced today that e-MDs, a leading provider of integrated clinical and practice management information systems, has incorporated client self-service and is managing their service quality levels through Parature's Customer Support Solution. "Parature has been a great fit for us, particularly due to the ability for us to customize the solution to our needs, the high level of functionality while still being very easy-to-use, and the very affordable pricing," said Patrick Hall, Executive Vice President, Practice Management, e-MDs.

e-MDs' solutions are aimed at doctors in private practices and their staff, and although their clinical and practice management products are simple to use by design, because they often serve mission critical functions and involve sensitive information, it's imperative that e-MDs' customer service team be very quick to respond to every issue. To aid their clients in receiving assistance as quickly as possible, e-MDs is using Parature's online support portal as the starting point for customers to look up answers to their own questions. e-MDs has formed a knowledge base of helpful articles on numerous topics, including troubleshooting software implementation and billing process workflow best practices, set up a download section where clients can go for needed software items such as drivers and patches, and established online discussion forums where clients can engage each other to share advice and best practices. "We've received positive feedback from our clients about the portal, specifically being able to find answers themselves. Clients have also commented that the discussion forums help them feel a better sense of community with the other clients of e-MDs," stated Hall.

A unique aspect of Parature's Customer Support Solution is the ability for clients to begin using portions of the solution suite right away, while easily and systematically rolling out additional functionality over time. The next initiative for e-MDs' service organization is incorporating Parature's survey tool into their support strategy. "We're formulating plans to use the survey tool to collect and organize feedback from customers on a consistent basis," stated Hall. "It's important that we actively elicit customer comments and ideas about our products and services in order to continually enhance them and stay on top of our rapidly changing market."

For more information regarding how your organization can benefit from Parature's Customer Support Solution, please visit

About e-MDs

Delivering integrated clinical and practice management information systems, e-MDs offers the comprehensive solutions providers need to create an environment for optimum patient care. Designed by physicians and medical office personnel, the company's solutions cover the entire spectrum of medical office management, from patient scheduling, to charting at the point of care, from scanning and faxing documents, to billing and filing of insurance claims. The company is focused on providing clinical tools medical practices need to offer the highest quality patient care combined with the practice management and billing features they require to ensure maximum reimbursement and income. e-MDs has enjoyed one of the most rapid growths in the industry and now has over 1,350 medical offices nationwide using their products. For more information on e-MDs, please visit

About Parature

Parature provides on demand customer support and help desk software, enabling companies to improve their internal and external support while reducing costs. Through its suite of modules, Parature allows companies to provide critical service information on a 24x7 basis via the Internet, resulting in reduction of inbound support load and significantly decreased support costs. With a consistent growth rate of over 100% year over year, Parature serves industry leaders such as Office Depot, ATI Technologies Inc. and Florida State University. For more information on Parature, or to sign up for the FREE 30 Day Trial, please visit

Contact Information