Parature Maintains 98% Successful Customer Support Solution Implementation Rate
Significantly Higher than CRM Industry Average of 15-55% Deployment Rate
McLean, VA (March 31, 2006) – Parature, provider of award-winning, on demand customer support software, announced today that 98 percent of its customers successfully implement Parature’s Customer Support Solution. This is well above the customer relationship management (CRM) industry average rates of 15-55%1. Parature defines a deployment as successful when customers report back that the company has fulfilled the technology, professional services, training and support objectives that were agreed to prior to beginning implementation. The 2% unsuccessful rate is credited to the customer going out of business or being acquired by another organization.
CenterStone Technologies, a recognized leader in sales order management solutions for specialty retailers throughout North America and Europe, became a Parature customer after trying to implement RightNow Technologies’ solution for almost a year, and realizing that both the product and the implementation process were not what they had expected. After researching Remedy, Salesforce.com, and Parature to replace RightNow, Centerstone selected Parature’s Customer Support Solution for its quick implementation, customization, and scalability. “We had the system operational and were submitting support tickets from our customers within 30 days,” stated Terry Gates, Sr. Vice President of Technology, CenterStone Technologies. “The deployment team at Parature was extremely accommodating and responsive. They took the time to understand our support processes and customized the solution to match our unique needs, rather than requiring us to change to meet the capabilities of their software,” stated Gates.
Parature’s high successful deployment rate is credited to the strength of the underlying Web-based technology. The robust integration capabilities, in particular, facilitate a seamless connection between the Parature Customer Support Solution and other systems within a customer’s IT infrastructure, such as sales force automation (SFA) and enterprise resource planning (ERP) systems. The flexibility and customization capabilities of Parature’s solution also enable it to be easily conformed to an organization’s business processes and workflow. Additionally, Parature’s skilled professional services team guides customers through the implementation process and sets and meets customer expectations from the outset of the deployment.
To learn more about how CenterStone Technologies successfully implemented Parature’s Customer Support Solution and are achieving their customer support goals, please visit http://www.parature.com/landing/casestudy/centerstone/.
1 Sources: Gartner, IBM Business Consulting Services
Source: Parature