DoxTek Selects Parature’s Customer Support Solution over Magic Solutions and BMC Remedy
McLean, VA (August 01, 2005) – Parature, providers of award winning, on demand customer support software, announced today that DoxTek, a Utah-based document imaging and scanning solutions company, has selected Parature’s Customer Support Solution. Having utilized an in-house ticketing system up to this point, DoxTek realized the heavy costs that would be associated in expanding their system to address their growing customer base. After discussing their options with an outside consultant, a decision was made to implement a scalable customer support solution that provided comprehensive functionality. DoxTek considered a number of systems, including Magic Solutions and BMC Remedy, but chose to implement Parature for its ease of use, hosted model and wide range of features.
Realizing the need to expand their existing support system, DoxTek sought out a solution that could provide a multi-channel approach. “With Parature’s support portal and knowledge base, our customer’s can manage and self-service their support cases,” said Brandon Groom, Vice-President of DoxTek. “In addition to the self-service features, their ticketing system and other features are fully integrated.”
Due to Parature’s hosted model, DoxTek is not burdened by installing software, hiring additional IT staff or by supplying regular upkeep. “We found the hosted model to be attractive since Parature takes care of all the maintenance and upgrades without having to be on site,” added Groom. “We are confident that this solution will decrease our support costs, while enabling us to support more customers with fewer resources.”
After conducting an initial evaluation of support vendors, DoxTek realized that the majority of vendors packaged their support solutions with other products. “We wanted a partner who focused on delivering a complete online customer support solution, rather than providing an enormous suite of unrelated products. Parature’s solution provided the most value and was adaptable to our specific needs,” Groom concluded.
“Since our inception, we have been committed to focus on research and development as well as product innovation to ensure that our support solutions are best in class,” stated Duke Chung, CEO at Parature. “Parature’s solution integrates multiple support features such as a knowledge base, ticketing system, real-time chat, surveys and contact management system delivering a complete online customer support solution.”
Source: Parature