|
Florida State University Scores CRM
Editorial Director, CUSTOMER INTER@CTION Solutions
Customer relationship management software was conceived with the call center in mind. Any company function that involves a steady stream of multimedia interaction with customers is a good candidate for CRM. But as the technology matures, other vertical markets have presented themselves in rather surprising ways. Lately, we have seen a number of CRM initiatives by colleges and universities.
On demand customer support solutions provider Parature announced today that Florida State University (FSU) has deployed the company's support solution in 10 separate departments across its campus. FSU’s Enterprise Resource Planning (ERP) Department was the first to deploy Parature’s solution in June 2004 when they replaced BMC Remedy due to difficulties in use and costly maintenance, according to Parature. Today, FSU’s Human Resources, Payroll Services and seven other departments are using Parature’s support solution.
“Parature’s solution has attributed to our success in offsetting the high volumes of technical support calls we received from our campus of over 38,000 students, faculty and staff. Observing the success of the ERP Department, we knew their scalable solution could provide the same service to the other departments we support,” stated Dr. Michael Barker, Director of User Services at FSU.
Implementing a system wide approach has allowed the different FSU departments to share critical data and track end user behaviors. “By creating a centralized solution, our departments have saved time by eliminating cross-departmental redundancies. The results have led to an increase in productivity and overall user satisfaction levels,” said Barker.
In addition to providing support to the campus community, Parature’s product is also serving as an internal employee communication tool. “Employees can now visit our support portal to obtain information regarding payroll, leave requests, travel expenses and other internal processes,” concluded Barker.
“Providing support has become a critical issue for the higher education sector,” stated Duke Chung, CEO at Parature. “Students and faculty members are increasingly dependent on campus resources, making it even more important to have a centralized support solution so that every department is on the same page to ensure optimal performance.”
[ Back To TMCnet.com's Homepage ]
|
TMCnet LOGIN
Webinars
