Latest CRM Software Industry News

Agreement Enables WebEx Connect Users to Easily Add On Demand Support Solution to Collaborative Workspace
VIENNA, VA – January 16, 2007 – Parature, provider of award-winning, on demand customer support software, and WebEx (Nasdaq: WEBX), the leading provider of on demand applications for collaborative business on the web, have entered into an agreement to bring cost-effective, streamlined customer support to WebEx Connect users. Through this alliance, WebEx Connect customers will be able to easily integrate the Parature Customer Support Solution to create a collaborative, presence-enabled WebEx Connect workspace customized for their specific customer support business process. This third party application integration is made possible through the WebEx Connect platform, the first on demand platform built for collaborative business, found at http://webex.com/go/connectpartners.

The remote control desktop enables a person seeking help from an organization’s customer support division to voluntarily allow a support representative to take control of their computer desktop via the Internet, in order to guide them to a solution quickly and accurately. By incorporating remote control desktop and other customer support capabilities, such as incident management, web-based self service, automated product registration, customizable surveys, online discussion forums, and robust reporting, subscribing customers can expect decreased support costs and increased client satisfaction levels with no additional hardware, software or consulting requirements.

“Parature’s mission, to enable all businesses to leverage the Internet to provide outstanding customer support, fits very well with the mission of WebEx Connect,” stated Duke Chung, President and CEO, Parature. “We’re pleased to offer WebEx Connect clients the opportunity to use the Internet to streamline business processes and raise their support levels while reducing support costs, as our over 400 clients are currently doing. The future of software is based on the ability of consumers to easily and cost-effectively blend various applications and customize them for their specific needs, and this partnership is one more step we’re taking to bring that future to clients today.”

The Parature Customer Support Solution is one of the many applications users will be able to access through their personal WebEx Connect workspace and the WebEx Connect grid of applications. Announced in September 2006, WebEx Connect will enable users to integrate data from multiple applications into collaborative workspaces, custom designed for their particular workflows and business processes. Unlike traditional transactional applications, WebEx Connect is designed to improve productivity by enhancing collaboration and interaction between individuals. By leveraging open Web 2.0 protocols and collaborative WebEx application programming interfaces (APIs), WebEx Connect will make it easy to adapt on demand, desktop, and enterprise applications to create composite, “mash up” applications.

“Today’s big productivity gains are coming from using the web to collaborate with customers, colleagues and partners and the Parature Customer Support Solution is a great example of the new technologies that are helping companies realize these gains,” said David Knight, vice president, WebEx Connect. “By integrating the Parature Customer Support Solution and WebEx Connect, users will be able access the data, people and applications they need to provide efficient, high-quality virtual support from within their collaborative workspace.” For more information on how Parature’s Customer Support Solution can enable WebEx Connect clients to significantly improve their customer support capabilities and resulting satisfaction levels, visit http://www.parature.com/landing/customerservice.aspx

Customers share invaluable insight to enhance Internet-based customer support software
VIENNA, VA – December 12, 2006 – Parature, provider of award-winning, on demand customer support software, announced today the company’s 2007 product advisory board, a select group of Parature clients who contribute to the company’s continuous innovation by providing valuable feedback and suggestions on its solutions. This year’s board includes The Weather Channel Interactive, the division responsible for The Weather Channel’s website, desktop applications and other consumer services, International College, a Florida-based higher education institution, K2 Network, an online gaming service provider, ExtendMedia, a digital media commerce software provider, and Forward Together, a political action committee.

“Sponsoring meetings throughout the year, and devoting an online forum to discuss ideas and voice feedback about Parature’s solutions directly with their product management team clearly demonstrates their commitment to client success,” said Matthew Pisarek, Support Manager, Extend Media. “Adding suggested functionality to their software, and prioritizing development actions based on client needs gives me a lot of confidence in Parature’s ability to continuously innovate and help clients meet their support goals.”

The five client participants come from several industries in order to share insights on a wide variety of customer support needs. “Although there are common support requirements across most organizations, as an institution of higher education we have some specialized needs, such as particular workflows, security structures, and specific field types to capture and track information imperative to us,” stated Wendy Gehring, Manager, Software Services, International College. “It’s important that Parature’s solution has robust functionality, while remaining flexible enough to be customized for the needs of individual organizations.”

“Our product advisory board is one of many methods we use to continuously interact with our clients and recognize their specific requirements, as well as stay abreast of trends in the customer support industry that could shape the future direction of our software,” said Duke Chung, CEO and President, Parature. “In order to always be a customer-centric organization, it’s vital that we reach out and invite customers to voice feedback and be actively engaged in the development of our solutions.”

To discover how Parature’s customer support solutions could benefit your organization, please visit http://www.parature.com/landing/customersupport.aspx

Duke Chung to Discuss How Parature Evolved from Dorm Room to Boardroom
VIENNA, VA – December 6, 2006 – Parature, provider of award-winning, on demand customer support software, announced today that co-founder and CEO Duke Chung will be a keynote speaker at the Northern Virginia Technology Council (NVTC) Meet the Capital Players event, From Dorm Room to Boardroom, taking place Thursday December 7, 2006, 7:30-9:30am at the PricewaterhouseCoopers office in McLean, Va. Mr. Chung will discuss how he took Parature from a fledging idea, through the bootstrapping phase, and on to its recent securing of major institutional funding from Valhalla Partners and Sierra Ventures.

“I’m very pleased to share the valuable experiences and knowledge I’ve gained through starting and building Parature, particularly the lessons learned from taking the business from a one room operation six years ago to now helping 400 clients provide support to over 6 million people,” stated Chung. “The evolution of software-as-a-service also plays a role in how Parature has grown, and I’ll discuss what Internet-based software is, as well as its future direction.”

Co-presenting with Mr. Chung will be Gene Riechers, co-founder and General Partner, Valhalla Partners, who will discuss why Valhalla Partners invested in Parature, as well as their view of the future of the software industry.

The PricewaterhouseCoopers office is located at 1800 Tysons Boulevard, 9th Floor, McLean, Va. There is no fee for NVTC members and a fee of $70 for non-members. To register, visit http://online.nvtc.org/calendar/geteventinfo.cfm?event=MCP-35.

To learn more about Parature and why software-as-a-service could be the right choice for your organization, visit http://www.parature.com/landing/whitepaper/webservice/

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.”

For more information regarding how your organization can benefit from Parature’s Customer Support Solution, please visit http://www.parature.com/landing/customersupport.aspx

Corporate website honored during international competition for creativity, design, and support capabilities
VIENNA, VA – November 15, 2007 – Parature, provider of award-winning, on demand customer support software, announced today that the company has been honored by the Web Marketing Association (WMA) with an ‘Outstanding Website’ award in the software industry category during its 10th annual WebAward competition. This is the premier website award program, considered to be ‘the Oscars of website awards’, naming the best websites in 96 industry categories. Over 2,300 nominations for this year’s awards came from interactive agencies and marketing departments in more than 35 countries.

Parature’s corporate website, http://www.parature.com, was judged by an expert panel of advertising executives, site designers, content providers, and webmasters on seven different criteria, including design, innovation, content, technology, interactivity, copywriting and ease of use. Judges specifically recognized Parature’s website for its creative use of Flash® technology, user-friendly design and layout, enhanced search capabilities, and convenient help features.

“As innovators of Internet-based customer support software that includes the ability to create customized support websites, we’re experienced in what works and what doesn’t in website design and content,” stated Duke Chung, CEO and President, Parature. “We’re honored to be acknowledged by the WMA as an example of how to effectively and creatively use the Web to educate and inform a wide variety of audiences, in our case, about our company, our software, and the customer support industry.”

To view innovative demonstrations of Parature’s software, and discover how you can take advantage of the Internet to support your customers, visit http://www.parature.com/res_demos.aspx

Twelve-year technology sales veteran brings strong track record of revenue growth
VIENNA, VA – October 25, 2006 – Parature, provider of award-winning, on demand customer support software, announced today the appointment of David King as Vice President of Sales. Mr. King will be responsible for accelerating Parature’s global sales initiatives, including both direct and channel sales efforts, as well as directing sales personnel nationwide, and expanding sales efforts into new markets. Backed by over twelve years of technology and financial services sales and management experience, Mr. King brings to Parature keen insight in developing successful sales strategies and driving top-line revenue growth. “I’m very excited to join Parature, due to its innovative, powerful on demand software, continuous substantial growth, and the company’s commitment to customer and employee excellence,” stated Mr. King. “I look forward to contributing to Parature’s continued success by capitalizing on its solid foundation, while developing strategies to expand into lucrative new areas.”

Prior to joining Parature, Mr. King was the sales director for Advanced Solutions International (ASI), an enterprise customer relationship management software manufacturer. During his tenure at ASI, Mr. King was responsible for software and services global sales through management of direct sales efforts and an international partner network. Preceding his position with ASI, Mr. King co-founded and lead the sales and marketing division of Active Matter, a nationally-recognized Web solutions provider. Active Matter was recognized by Washington Business Journal in 2002 as the “Top Web Design Firm in the DC Area”. Active Matter was acquired in 2003 by Advanced Solutions International, Inc. Previously, Mr. King held sales positions with Merrill Lynch, global financial services provider, and Nortel Networks, leading telecommunications equipment manufacturer.

“David’s proven sales expertise and success, particularly in developing solid, long-term sales strategies and growing sales revenue while lowering expenses, as well as his demonstrated abilities to lead and motivate teams, makes him a great addition to our management team,” said Duke Chung, CEO and President, Parature. “With Parature’s innovative, robust customer support software, along with David’s leadership and sales experience, we are confident that our revenue and market share will continue to increase and distinguish us as the on demand support software industry leader.”

For information on Parature’s Customer Support Solution, please visit http://www.parature.com/landing/customersupport.aspx

Easy-to-Use Software Powers 24×7 Assistance for Higher Education Students, Faculty and Staff
VIENNA, VA – September 21, 2006 – Parature, provider of award-winning, on-demand customer support software, announced today that the company will be showcasing its Campus Support Solution at the EDUCAUSE 2006 conference, being held October 9-12, 2006 in Dallas, Texas. In use at over 100 educational institutions, Parature’s Campus Support Solution enables support personnel to assist students, faculty and staff 24 hours a day, seven days a week on campuses including Florida State University, Indiana State University and The Wharton School of the University of Pennsylvania.

Parature’s Campus Support Solution provides all of the tools necessary to keep campus support running smoothly, including a customized online portal to match the look and feel of an institution’s website, numerous self-service options such as ticket submission and tracking, a knowledge base, and online discussion forums. In addition, robust reporting and analytics capabilities, reaching across all data within the application, enable support managers to track important metrics and trends, as well as demonstrate success to others anytime through easily created graphs and charts.

“We selected Parature due to its easy customization tools, the fact that it is a web-based help desk software solution, its high cost effectiveness, and great staff. Overall, we’ve been very pleased,” said Danielle Faison, Director, Distance Learning Services, Capitol College.

Hosted by EDUCAUSE, a nonprofit organization advancing higher education by promoting the intelligent use of information technology, EDUCAUSE 2006 offers attendees a variety of ways to gather information, engage with peers in the higher education IT community, and hear from leading figures in the field.

For more information on Parature’s Campus Support Solution, please visit booth 942 in the EDUCAUSE 2006 exhibition hall, or visit http://www.parature.com/campus.aspx

Industry leader uses Customer Support Solution across seven departments, with more to come
VIENNA, VA – September 11, 2006 – Parature, provider of award-winning, on demand customer support software, announced today that The Weather Channel Interactive is leveraging Parature’s Customer Support Solution across seven departments to gain detailed insight into customer perceptions and behaviors, and provide high quality, proactive support. “Parature has become a trusted partner, and has consistently delivered on their pledge to help us meet our customer support goals by providing dedicated staff and excellent technology,” said Michael Buckham-White, Manager, Customer Data and Systems, The Weather Channel Interactive. “The comprehensive, integrated nature of Parature’s solution enables us to provide a very positive support experience and meet customer needs quickly.”

Prior to using Parature’s Customer Support Solution, The Weather Channel Interactive was using a mix of solutions developed internally that served their purpose in supporting customers, however the integrated in house solution lacked the flexibility and functionality desired. One of the reasons Parature was selected is due to the highly customizable online support portal that is seamlessly integrated into The Weather Channel’s website. This support portal serves as the gateway for customers to receive support directly from The Weather Channel Interactive support team, or via self-service options that enable customers to assist themselves any time of the day or night. New key support tactics The Weather Channel Interactive now offers their customers include a knowledge base of helpful articles, surveys for customer feedback, and the download center where software, documents and other files can be obtained by customers via secure login.

A unique way that The Weather Channel Interactive is using Parature’s online support portal is in their business development division, in which they have designed a separate portal specifically for partners to obtain information, such as how to join their partner network, marketing and sales materials, updates on company happenings, events and networking opportunities, and who to contact with questions. “We started out with four departments using Parature’s solution, but quickly expanded it to seven departments with more soon to come,” said Mr. Buckham-White. “Being able to use one solution across so many areas is very helpful for collaboration and sharing information securely.”

“Providing an exceptional customer experience has become an effective differentiator for consumer services providers,” stated Duke Chung, CEO and President, Parature. “By working with Parature, The Weather Channel Interactive is moving aggressively to ensure that it listens closely to customer needs and feedback, in order to deliver the positive customer experience that keeps customers loyal and motivates them to enthusiastically recommend the company’s services to others.”

To learn more about the value that Parature’s Customer Support Solution can bring to your organization, please visit http://www.parature.com/landing/whitepaper/supportportal

Easy-to-Use Software Powers 24×7 Customer Assistance via Multiple Channels
VIENNA, VA – August 29, 2006 – Parature, provider of award-winning, on demand customer support software, announced today that the company will be showcasing its Customer Support Solution at the Gartner Customer Relationship Management Summit, being hosted September 11-13, 2006 at the Chicago Hilton and Towers hotel in Chicago, Ill. Parature’s Customer Support Solution enables organizations such as Office Depot and Florida State University to exceed customer expectations, gain competitive advantage, and increase process efficiency and support revenues through exceptional customer service management.

Parature’s multi-channel Customer Support Solution provides all of the tools necessary to resolve support issues quickly, manage business relationships effectively, and empower organizations to experience the benefits of on demand support. The world-class infrastructure of the customer support software enables companies to design customized, integrated business processes that match their unique needs, while the easy-to-use interface delivers a seamless experience to end users. Parature’s Customer Support Solution enables companies of all sizes to take their customer service capabilities to the next level.

As a corporate sponsor of the summit, Parature will be in booth L in the exhibition hall, not only demonstrating the Customer Support Solution, but helping attendees return to their organizations with a fresh perspective and new ideas on how to improve support processes. To speak with a representative, stop by booth L or schedule a meeting by emailing sales@parature.com.

To learn more about how Parature’s Customer Support Solution can specifically benefit your organization, please visit http://www.parature.com/landing/customersupport.aspx
 

Growth credited to strong company execution, innovative software and successful customers
VIENNA, VA – August 21, 2006 – Parature, provider of award-winning, on demand customer support software, announced today that the company has increased the total number of end users1 of the company’s Customer Support Solution by 60% during the past four fiscal quarters ending June 30, 2006. “We credit our successful growth and strong market momentum to the consistent, solid execution across the company on our technology and business development strategies,” said Duke Chung, CEO and President, Parature. “By helping our clients become more successful in supporting their customers, and in increasing support revenues while reducing costs, they have rewarded us with a consistent 98% retention rate and by recommending Parature to other organizations. We foresee this strong momentum continuing, reinforced by our recent $13.5 million venture capital financing.”

Parature’s Customer Support Solution is currently used by over 400 organizations in a variety of industries, including high technology, education, retail, gaming, and healthcare. Regardless of industry, the need for organizations to efficiently provide high quality assistance to their customers remains constant. “As a rapidly growing company, it’s particularly important for us to have streamlined processes and efficient, timely communication with our customers,” said Brett Parkhurst, Chief Technology Officer, BuilderMT. “Using Parature’s software has enabled that, and goes a step beyond by enabling us to track, report on, and analyze the important metrics and trends needed to maintain our positive momentum. Now we solve a greater volume of customer questions with fewer personnel, and do it faster than we could before, leading to higher percentage of profit on support revenues due to the increased productivity.”

Parature’s Internet-based software enables organizations to use innovative, modern approaches to servicing customers, such as self-service via a support portal, knowledge base, download centers and discussion forums, while still being very easy to use and costing much less than traditional software. “Using Parature’s Customer Support Solution makes much better sense for our business than using email or other outdated methods, particularly as it not only improves the quality of service we provide to our customers, but it enables us to directly impact our bottom line through value-added services that customers can opt to pay for,” said David Dembowski, Director, Business Development, MoveOnIn Network.

Parature’s Campus Support Solution, designed specifically for the customer support requirements of higher education institutions, contributed to Parature’s increases in the number of users due to its popularity among over 100 colleges nationwide, such as Florida State University, Wharton School of the University of Pennsylvania, and Indiana State University. “We selected Parature due to its easy customization tools, the fact that it is a Web-based help desk software solution, its high cost effectiveness, and great staff. Overall, we’ve been very pleased,” said Danielle Faison, Director, Distance Learning Services, Capitol College.

To discover more about Parature’s continued growth and on demand customer support software, please visit http://www.parature.com/landing/customerservice.aspx