SOURCE: Parature

March 06, 2006 09:00 ET

Real Estate Software Provider Using Parature to Turn Reactive Customer Support into Proactive Help

Ease-of-Use, Extensive Knowledge Base, Surveying and Reporting All Keys to Success

MCLEAN, VA -- (MARKET WIRE) -- March 6, 2006 -- Parature, provider of award-winning, on demand customer support and help desk software, announced today that SharperAgent, provider of contact management marketing solutions to real estate agents and brokerage firms, has implemented Parature's Customer Support Solution. SharperAgent recognized almost immediate results after deploying Parature's solution, including a decrease in the overall number of tickets submitted by clients from a daily average of 370 to approximately 100, due to an increase in the use of self-service tools. "We looked at Parature's capabilities while evaluating over 30 customer support software vendors and immediately recognized the ease-of-use and value of the solution, especially for our 11,500 end users," said Christopher Majors, Support Manager, SharperAgent.

SharperAgent chose Parature's solution over providers like RightNow Technologies and eGain due to Parature's focus on the end-user experience, the tight integration of front office and back office capabilities, extensive audit trails on tickets to track activity, and the significantly lower cost of Parature's solution. "We evaluated software based on a very customer centric point of view, because most of our clients don't have a lot of technology expertise," said Majors. "It was imperative for us to have a very easy-to-use system in order for our customers to adopt it."

Majors also recognized that Parature's streamlined processes would contribute to the success of the support representatives on his team. "Prior to Parature, the hodge podge of software and spreadsheets we were using to track support activities was very cumbersome, and it was difficult to log all activities so we could view progress and identify trends," stated Majors. "Now that it's so easy to log tickets, I don't have to remind my team. Also, with Parature's reporting capabilities I can easily track my team's activities, while focusing on other, more strategic tasks. One of our goals is to analyze which of our clients and products are experiencing the most difficulties in order to reach out and solve issues before they occur. This way we can provide more proactive coaching to our clients, rather than only reactive help."

For details on how Parature's 400+ clients are succeeding with their customer support initiatives, please visit http://www.parature.com/res_casestudies.aspx.

About Parature

Parature is an award-winning provider of customer support and help desk software that enables companies to improve their internal and external support, while reducing costs. Through its suite of modules, Parature allows companies to provide critical support and self-service information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing support costs. Continually growing, Parature serves industry leaders such as Office Depot, ATI Technologies Inc. and Florida State University. For more information on the full features available in Parature, or to sign up for the FREE 30 Day Trial, please visit www.parature.com.

About SharperAgent

SharperAgent provides contact management solutions that provide real estate and mortgage professionals and companies with a powerful marketing suite to assist them in acquiring, managing and maintaining customers for life. A privately held LLC, SharperAgent was formed in September of 2000. More information can be found at www.sharperagent.com.

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