Parature has taken what has not been a streamlined process in the past and turned it into an efficient, elegant process.
Herndon, VA (PRWEB) January 03, 2013
Parature, a global leader in cloud-based customer service software, announced today that Saint Joseph’s University (SJU) has chosen the company to provide a customized online portal to offer 24/7 self-service and assisted support to its undergraduate and graduate students.
Through the use of Parature’s cloud-based software, SJU now offers a comprehensive knowledgebase with EasyAnswer ™ auto suggested solutions so that students can find answers to frequently-asked questions anytime and anywhere it’s convenient for them. Now, common questions from students such as, “Why isn’t my financial aid showing on my bill?” or “How do I set up a payment plan?” can be easily found via the knowledgebase, along with convenient downloadable forms.
In addition, students can submit more complex questions via the help desk ticket option on the portal, where the questions and issues are automatically routed to the correct department and answered quickly. SJU staff can also analyze student support efforts using Parature’s reporting tools to get a real time look at support efficiency and the questions students are asking most.
Prior to implementing Parature, SJU’s Office of Enrollment Management relied on phone and email for providing support to its students. As emails arrived, there was no highly efficient way to track or route them for optimal response times. Now, with Parature, all tickets submitted on the portal and all support emails sent in to the University are converted into service desk tickets that are automatically routed, tracked, and analyzed closely for who is responding from SJU and when.
“Parature has taken what has not been a streamlined process in the past and turned it into an efficient, elegant process,” said Maureen O’Mara Carver, Executive Director of Student Records and Financial Services, Office of Enrollment Management at Saint Joseph’s University.
“There are a lot of procedural questions that students ask over and over again, which is why Parature is ideal for Saint Joseph’s University. Students can find the answers or download the forms they need immediately. Instead of getting three calls asking the same question, we now only get one, and students can get the answers they need at 3 p.m. or 3 a.m. – with Parature, we can now effectively meet the students where they are.”
Parature has been initially rolled out to SJU’s IT department and then to the Office of Enrollment Management, which includes key departments such as Financial Services and Student Records.
“With Parature, we will be able to provide students with the information they need when they need it, improve efficiency, route requests to the right department, and analyze our support efforts so we can continually improve our student support processes,” added O’Mara Carver. “It’s our mission to empower our students by supporting and educating them to become active participants in their educational career. And Parature will now help us with those efforts.”
Says Ganesh Shenbagaraman, Vice President of Sales, Global Public Sector for Parature, “We are thrilled to welcome Saint Joseph’s University to our family of education customers. Saint Joseph’s is a leader among higher education institutions in adopting innovation technologies to support their students and staff and to promote learning. Parature’s ability to provide a high level of self-service support and detailed analysis on support engagement with students will streamline and complement the dedicated efforts of Saint Joseph’s staff.”
About Saint Joseph’s University
Founded by the Society of Jesus in 1851, Saint Joseph's University advances the professional and personal ambitions of men and women by providing a demanding, yet supportive, educational experience. One of only 152 schools with a Phi Beta Kappa chapter and AACSB business school accreditation, Saint Joseph's University is home to 4,650 traditional undergraduate day students, 700 College of Professional and Liberal Studies adult undergraduates, and 3,600 graduate and doctoral students. Steeped in the 450-year Jesuit tradition of scholarship and service, Saint Joseph's was named to the 2012 President's Higher Education Community Service Honor Roll for General Community Service. The University strives to be recognized as the preeminent Catholic comprehensive university in the Northeast.
Parature is the industry’s leading provider of cloud-based customer engagement solutions and is used to support 55 million end users worldwide. Parature empowers customer service organizations to monitor, manage, resolve and respond to a high volume of service issues across multiple communication channels, including the growing number of service-related conversations that are happening every day within social media channels. With more than a decade of experience, Parature delivers support and social media engagement and management solutions to mid-size and enterprise organizations across a wide variety of industries.
Parature is among the 2012 Deloitte Technology Fast 500 and is the recipient of numerous product, technology, and leadership awards. Parature is used by some of the world’s most innovative organizations, federal agencies and companies, including IBM, the EPA, Threadless, Evernote, Tagged and the National Network of Digital Schools. Parature is headquartered in Herndon, Virginia. For more information, visit http://www.parature.com, follow @parature on Twitter, or like us on Facebook at facebook.com/parature.