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Florida Atlantic University Technical Department Bypasses 97% of Support Issues Using Parature - Looking for a hosted support solution Florida Atlantic University Selects Parature

By Anonymous

Reston, VA February 25, 2004--Parature, the leader in online support software, today announced Florida Atlantic University (FAU), a public university serving 25,000+ students across South Florida, has selected Parature as its support interface for their Blackboard application. As a result of using Parature, FAU has been able to resolve 97% of their Blackboard support related issues through Parature’s self-service web portal consisting of knowledge base references, download functionalities, trouble ticket submission, reporting functionalities, as well as an integrated contact management piece.

“The ease of use of the product, the fact that it is web enabled, and the ability to customize Parature to meet our needs, are some of the most attractive features of Parature. More importantly, the responsiveness of the people at Parature has been wonderful. They are always there to help us help our users,” commented Nancy Rubin, Instructional Designer, FAU.

Prior to using Parature, FAU supported Blackboard through their main help desk. FAU approached Parature with an accessibility issue in supporting their campus anytime, anywhere. “If there was a Blackboard problem at night, or on the weekend, we could not help, because we could not access the ticket to see what the problem was, or who was having it,” commented Rubin. “The advantage of selecting a hosted support solution is the ability to securely access your service desk from any internet connection, allowing you to truly support your end users 24x7,” noted Duke Chung, Parature CEO.

Continually growing, Parature serves industry leaders such as Hewlett Packard, Philips Medcare and Blackboard. Through its suite of products, Parature improves your customer satisfaction and confidence through providing critical self servicing information on a 24x7 basis via the web, resulting in reduction of inbound support load and therefore reducing customer support costs.

About Parature
Parature is an innovator of online support software, enabling companies to improve their internal and external support while reducing costs. The company’s flagship product, Parature 5, is an easy-to-use, comprehensive and affordable online support solution for businesses, educational institutions, and government agencies. Parature allows organizations to manage support requests and to publish self-service knowledge bases on the Web, reducing the need for costly and time-consuming telephone support. Organizations use Parature to support their customers, partners, employees, developers and sales teams. Headquartered in Reston, Virginia, Parature can be found on the Web at www.parature.com .

As an online enterprise service, Parature eliminates the need to buy, install or maintain hardware, software or networks and can be implemented in hours at a significantly lower cost than traditional enterprise software, and easily configured to adapt to changing business requirements. More information is available at www.parature.com.

Media Contact:

Cyndi Ogle
Director of Marketing
Parature, Inc.
+1-703-390-9600
cogle@parature.com
www.parature.com

Parature, and the Parature logo are marks of Parature, Inc. All other product and company names mentioned are the property of their respective owners and are mentioned for identification purposes only.

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