Microsoft Parature (Discontinued)

The organization I was in was used by IT as a Helpdesk tool to capture, route and track Helpdesk tickets. I believe it was only being used by IT. The business problems addressed were that you don't have to be a rocket scientist to use it and that being a cloud based product made it easier to manage from an IT perspective.

Parature is used primarily by the Customer Support team to support users of our Resource Manager, Analytics, and Impact solutions. It is also used by our sales engineers during evaluations, our professional services group, and engineering team. We leverage the "Download Manager" capability for software entitlement and delivery. In addition we make heavy use of the Knowledge Base module to provide customer self-service.

As a technician within a college's Information Technology Support Department, we used Parature to track the issues reported by our user-base (students/staff/faculty) in order to enhance the level of service we could provide. Building a knowledge base of our most common issues with Parature allowed for faster response times, quicker problem resolution, and the proliferation of knowledge among employees.

Parature is being used by my department and by a few on campus. Parature is fairly new, but many other departments are gaining an interest in its uses and the multi-use products that Simplicity offers.

Parature was used as a sole system of record for all our customer support cases, reviews, and feature requests. We used Parature to build our company's knowledge base for FAQ/help articles as well. It was only used at the the customer experience level.

Parature is used to allow clients to access our product support and help desk. The idea is for the service to cut down on live interactions with our staff. A year after implementation our call volume was down over 20%. As our knowledge database grew over time it has proven to be a more valued tool. The self service portal (and Parature) is used by our Client Service team (a group of about 25 members). The business problem the self service portal addresses is scaling our support offering as our client base grows without drastically adding staff.

I was using Parature when I was working at Blackboard Inc. The product was used as a CRM for our internal use and then was being used as a tracking/ ticketing system for our external clients. It was used only across Student Services and it addressed the problem of keeping track of of tickets and issues.

Currently, my organization uses Parature for our student and instructor support. It is not being used by our entire organization, but we have several departments that service tickets via Parature. It is terrific for providing quick responses, knowledge base article review/entry, and communication. Reports are easy to build and print.

We previously used Parature for all our customer-facing support needs. Tickets came in via email or our support portal and were created in Parature. Then, a support engineer would triage and assign those tickets depending on the complexity. Ticket-based support allowed us to support more customers in a far more efficient manner than via phone.

We manage the customer service of a client that purchases Parature service. Therefore Parature is provided to us. The project is in the entertainment industry and we use Parature to address customer questions regarding their products and websites. As for business issues, Parature is able to handle the diverse departments within the projects that need to be addressed. Adjusting filter settings and dropdown ticket values that customers need to input help get the right questions to the right people.