Colorado vNet Increases Efficiency, Gains Critical Insights with Parature Customer Support Solution

Home Automation Technology Provider Benefits from Ease-of-Use, Customization, Accessibility of Internet-based Software

McLean, VA (February 12, 2011) – Parature, provider of award-winning, on demand customer support software, announced today that Colorado vNet, provider of premium whole-house automation and distributed audio solutions, has implemented Parature’s Customer Support Solution. “Through the use of Parature, we are now accomplishing our goals of using the Web-based software to provide customers with in-depth insight into their support requests, increase the efficiency of our Return Merchandise Authorization (RMA) process, and now have the ability to track and report on our progress in these areas over time,” noted Don Hahn, Senior Technical Support and Customer Service Representative, Colorado vNet.

“Parature has been a great fit! It’s intuitive, and very easy to customize to our business requirements,” said Mr. Hahn. “Not only is it easy for our internal staff to use, but we now provide our customers with unparalleled access to their support requests whenever they like simply by logging on to our customized online support portal. In addition, now that we can create specific reports anytime on areas like trouble ticket volume and the actions taken to resolve tickets, we can adjust the underlying support processes involved on-the-fly to ensure we maintain a high level of service for our customers.”

Although their home automation and audio products are simple to use by design, because they often serve mission critical household functions, it’s imperative that Colorado vNet’s customer service team be very quick to respond to every issue. Adding to their support complexities, Colorado vNet has two locations, both of which play roles in resolving RMAs. Prior to Parature, Colorado vNet was using other non-Web-based third party customer support software, but because it wasn’t accessible by both locations, processing RMAs efficiently was difficult. Now with Parature’s Internet-based solution, both locations have access to the RMA information with the specific audit trail for each RMA, letting authorized staff members know every detail about the actions that have been taken to resolve the issue, as well as the current status.

“The ability to efficiently process RMA requests and report on results over time is a big benefit to our support organization,” said Mr. Hahn. “Our Parature system is set up so that each RMA automatically generates its own purchase order number for more efficient handling and tracking by all of the Colorado vNet departments involved. It’s great that staff in both locations can log on to the system anytime and see exactly what is going on with each issue instead of emailing and calling other departments. It really speeds up the time it takes to resolve the issues and enables us to be more productive overall.”

Source: Parature