December 18, 2014
Score 9 out of 10
Read Rusty Wilson's full review
Return on Investment
- Customer Satisfaction has improved dramatically for several reasons. First, our prior solution was cumbersome and provided a very poor customer experience. It was also difficult to use from the CSR side. The Parature interface is clean and fast for both users and CSRs. In addition to creating a better customer experience, this allows us to process more tickets resulting in higher satisfaction. Overall, satisfaction is up approximately 60% since we deployed Parature and ticket throughput is up approximately 40%.
- The built in reporting - and optional advanced reporting - are extremely powerful. We do make use of the advanced reporting module, but 80% of the data I use to run my business comes from the built-in reports. The reports are indispensable and I rely on them to make adjustments based on many factors including ticket volume, response and resolution times, performance against SLA, and CSR performance. I've been able to increase team efficiency by about 15% using this information.
- Because Parature is used by Engineering, Sales, Services and Customer Support, there is a high level of collaboration that takes place resulting in better information sharing across the various organizations within Zenoss.