Parature Invites Talisma CRM Users To "Come On Over."

Parature, vendor of on demand customer support software, has announced that the company is offering current Talisma customers free data migration and professional services set-up when switching to Parature’s customer support product.

The offer is targeted mainly at organizations seeking support software that can be customized to their specific needs, such as reporting, Parature officials say.

Parature officials say Talisma customers “would benefit from Parature’s highly customizable and easy-to-use customer service software that enables companies to configure the product to their specific business processes and workflows.” They claim “no technical skills are required for customization, so support administrators can adjust the software themselves instead of relying on their IT departments or a professional services team.”

Company officials consider their reporting capabilities “a key differentiator for Parature,” as they say it “reaches across the entire product platform, enabling support personnel to create custom reports analyzing any information in the system using the simple drag-and-drop technology to choose parameters. Reports can be in raw data formats or in 15 different graphical formats, as well as exported with the click of a button to Microsoft (News - Alert) Excel.”

Earlier in the week the CRM vendor announced the results of what company officials call an “in-depth nationwide survey of customer support professionals,” revealing “surprising trends associated with operating customer support organizations in both small and large companies.”

Evidently, according to the survey results, all companies, regardless of size, spent the majority of their budget on personnel costs. Further investigation showed that companies using a customer support product spend 47 percent of their budget on personnel costs, while companies who do not have a product in place spend 64 percent on personnel.

When separated into categories for large and small companies, the difference is even more apparent, the study found. Small companies are defined as those with 15 or fewer customer service representatives and large companies as those with 16 or more CSRs.

Small companies not using a customer support product spent 45% of their costs on personnel, while small companies using a support product spend 22% on personnel. Large companies not using a support product spend 81% of their costs on personnel, while those using a product devote 56% of their overall budget to personnel.

David Sims is contributing editor for TMCnet. For more articles please visit David Sims’ columnist page.

[ Back To TMCnet.com's Homepage ]