SOURCE: Parature

July 11, 2005 08:30 ET

Tulsa Community College Slashes Campus Support Calls by 80% With Parature's Support Solution

MCLEAN, VA -- (MARKET WIRE) -- July 11, 2005 -- Parature, providers of award winning, on demand customer support software, announced today that Tulsa Community College (TCC) has selected Parature to provide support to their students. Offering online classes 24/7, TCC support coverage was limited to normal support shifts offered Monday thru Friday. By implementing Parature's support solution, which include self-service features, TCC can now provide 24/7 support to their students. "By using the support portal and the knowledge base, we are providing the necessary tools and information needed for students to receive self-service support," stated Randy Dominguez, Dean of Distance Learning at TCC. "The success of Parature's solution has translated to an 80% reduction of support calls!"

With the new school year approaching and a limited support staff, TCC needed a solution that could be quickly implemented to address their high volumes of requests. "We are used to typical implementation processes that take six months or longer. When Parature assured us that their implementation process would take several weeks of course I was skeptical. We were pleased that the implementation process took only two weeks," concluded Dominguez.

Prior to implementing Parature, TCC only provided support by phone. "We were bombarded by thousands of support calls weekly, and had to recruit additional staff. At one point I thought we may need to hire a staff of 50 or more support technicians just to address the volumes of issues we were receiving. Just the other day it was brought to my attention that our department received close to 200 calls that day. I noted that was nothing compared to the thousands that were received prior to Parature," stated Dominguez.

"Higher educational institutions are continually facing increased pressure to enlarge student support services without increasing staff size," said Duke Chung, CEO of Parature. "Parature's self-service capabilities, along with our wide range of support features, enables our client's customer base to grow while maintaining the same number of support staff and managing costs."

About Parature

Parature, the leader of online support software enables companies to improve their internal and external support, while reducing costs. Through its suite of modules, Parature allows companies to provide critical self-servicing 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. Headquartered in McLean, Virginia, Parature can be found on the Web at www.parature.com.

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/paramatrix.aspx.

About Tulsa Community College

Tulsa Community College (TCC) has served Tulsa and the surrounding community since 1970. The largest two-year college in Oklahoma, TCC serves approximately 30,000 students annually in credit and continuing education classes. TCC operates four campuses and a conference center situated strategically throughout the Tulsa metropolitan area with an annual budget of approximately $84 million. The College employs 2,712 people, including 275 full-time faculty and 843 adjunct faculty. For the sixth consecutive year, TCC is ranked in the top three percent of more than 1,150 community colleges nationally in the number of associate degrees awarded in all disciplines.

Since its inception, TCC has established a tradition of offering students a personal approach to higher education, an education that is designed to be practical and useful. Of the first-time freshmen enrolling in a public college or university within the Oklahoma State System for Higher Education in recent years, sixty-five percent (65%) of the Tulsa County students begin their college education at Tulsa Community College.

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