Parature CRM Now On The Weather Channel Interactve

CRM vendor Parature has announced that The Weather Channel Interactive is using Parature's Customer Support product across seven departments.

Prior to using Parature's Customer Support Solution, The Weather Channel Interactive was using a mix of products developed internally that served their purpose in supporting customers, but company officials said it "lacked the flexibility and functionality desired."

Channel officials like Parature's online support portal, integrated into The Weather Channel's web site, which lets customers receive support directly from the support team, or via always-on self-service options.

In August Parature announced that the company has increased the total number of end users of the company's customer support product by 60 percent during the past four fiscal quarters ending June 30, 2006.

Duke Chung, CEO and President, Parature said the company recorded "a consistent 98 percent retention rate" among customers, and that they "foresee this strong momentum continuing, reinforced by our recent $13.5 million venture capital financing."

Parature announced in July that the company successfully completed a Series A financing for $13.5 million.

The Weather Channel Interactive is using Parature's online support portal in their business development division, for a separate portal specifically for partners to obtain information, such as how to join their partner network, marketing and sales materials, updates on company happenings, events and networking opportunities, and who to contact with questions.

In June Parature signed a deal with Maryland’s Capitol College to implement Parature’s Campus Support Solution. College officials say the move was to “increase the efficiency and quality of support it provides its students and faculty.”

“We selected Parature due to its easy customization tools, the fact that it is a Web-based help desk software product, its high cost effectiveness, and great staff. Overall, we’ve been very pleased,” said Danielle Faison, Director, Distance Learning Services, Capitol College.

In May, Parature 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.

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

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