Caselle Provides Service to Government Agencies with Parature Customer Support Solution
Online Support Portal, Surveys, Knowledge Base Play Key Role in Positive Customer Experience
Vienna, VA (November 27, 2006) – Parature, provider of award-winning, on demand customer support software, announced today that Caselle, leading government accounting software provider, 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 affordable pricing,” said Brenda Wall, Senior Vice President of Support, Caselle.
Caselle’s solutions are aimed at local government agencies and organizations, and although their solutions are simple to use by design, because they often serve mission critical functions and involve sensitive information, it’s imperative that Caselle’s 25-member customer service team be very quick to respond to every issue. To aid their 1,400 clients in receiving assistance as quickly as possible, Caselle is using Parature’s online support portal as the starting point for customers to look up answers to their own questions. Caselle has formed a knowledge base of helpful articles on numerous topics, including software troubleshooting and best practices, and frequently asked questions. “We’ve received positive feedback from our clients about the portal, specifically being able to easily find answers themselves. Clients like being able to type in their exact questions and quickly receive a helpful response, without ever picking up the phone unless they want to,” stated Wall.
The ability to generate customized reports on numerous areas within Caselle’s support organization was a key factor in selecting Parature’s solution. “The reports are fabulous. It’s great having both high level and detailed views into all of our support activities, with the ability to track results and improvements over time,” explained Wall.
Caselle’s service organization also incorporated Parature’s survey tool into their support strategy. “We’re using a variety of surveys to collect and organize feedback from customers on a consistent basis,” stated Wall. “It’s important that we actively solicit customer comments and ideas about our products and services in order to continually enhance them and stay on top of our market.”
Source: Parature