Asure Software Realizes Dramatic Improvements in Customer Satisfaction Rates and Response Time with Parature’s Customer Engagement Software


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Faster Customer Issue Resolution, Higher Customer Satisfaction Rates, and
Improved Insight and Analysis into Asure Workforce Management Solution Chief
Reasons for Choosing Parature

VIENNA, VA – May 11, 2011 – Parature, a global leader in cloud-based
customer engagement software, today announced Asure Software , a leading
provider of workforce management software, selected and successfully
implemented Parature’s customer service and support solutions for Asure’s
growing Business-to-Business customer base. With the roll-out of Parature,
Asure anticipates faster resolution of support issues, higher customer
satisfaction rates and improved insight and analysis into the existing Asure
product suite.

As workforce productivity applications become increasingly essential to
enterprise workflow, businesses are relying on internal-facing applications
like Asure’s workforce management solutions to keep efficiency high while
ensuring inventory and corporate assets are tracked and utilized
effectively. Providing the fastest resolution possible to customer issues
means enterprise application users can continue to experience the benefits
of packaged workflows without interruption, meeting productivity metrics as
well as Customer Service Level Agreements (SLAs). Asure Software understands
that need, and wanted to ensure that its growing base of enterprise
customers was receiving individualized support that resolved issues quickly
and painlessly.

To that end, Asure selected and implemented Parature Customer Service
software which integrates the customer portal, knowledgebase, ticketing,
live chat and phone support, providing customers with fast, personalized
responses to inquiries through a single support solution accessed by Asure’s
support engineers. Asure’s support team can track, manage, and respond to
every inquiry in a timely manner whether received via the web, chat, email
or phone. In addition, Asure customers are able to resolve their own support
issues through the extensive Knowledgebase, to get their answer as quickly
as possible without requiring one-to-one support interactions.

In the four short months since the Parature solution has been implemented,
Asure has been able to better track and measure Key Performance Indicators
(KPIs) on its customer support initiatives, such as response rates,
deflection rates, and their customer’s level of satisfaction with Asure’s
customer support. With Parature, Asure was able to:

– Reduce response time from 3-4 days to 5 hours;
– Increase the rate of self-resolution for support issues from 18
percent to almost 40 percent;
– Improve customer satisfaction rates from a 3.3 to a 4.25 out of 5;
– Avoid expanding the number of customer support engineers, saving
associated costs.

“Parature’s support solution rapidly impacted our business,” said Andy
Robinson, Director of Customer Care at Asure Software. “The cloud-based
delivery model as well as the high-level of support we received from
Parature resulted in a fast and painless deployment process that enabled us
to quickly reap the rewards of a multi-platform customer support solution
through dramatic improvements in response time rates, and, consequently, our
satisfaction ratings. Additionally, because of Parature we are now better
able to manage and track our customers’ feedback about our software, and get
that right to our product development team, which ultimately results in a
better solution for our customers.”

Asure Software serves more than 3,500 customers worldwide who use the
company’s NetSimplicity Meeting Room Manager software and/or iEmployee
software to operate more efficiently and increase worker productivity.

“Asure Software is a great example of how critical customer support is to a
major software company,” said Tim Davenport, CEO of Parature. “Asure has
made customer support a priority at their firm, and the impressive initial
results really demonstrate how investing in a comprehensive, multi-platform
customer support solution benefits your firm as well as your business
customers. As providers of cloud-based software themselves, Asure quickly
understood our model, and we are very proud to be partnering with a leader
in workforce management software to deliver the best service possible to its
business customers all over the world.”

About Parature
Parature is the industry’s leading provider of cloud-based customer
engagement solutions and is used to support over 25 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 Inc. Magazine’s Top 100 Fastest Growing Private Software Companies 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 LivingSocial, Cox Communications,
SuccessFactors and Threadless. Parature is headquartered in Vienna,
Virginia. For more information, visit, follow @parature on
Twitter, or fan us on Facebook at

About Asure Software

Headquartered in Austin, Texas, Asure Software (ASUR), empowers small to
mid-size organizations and divisions of large enterprises to operate more
efficiently, increase worker productivity and reduce costs through a
comprehensive suite of global cloud based workforce management software and
services. Asure’s market-leading suite includes products that optimize
workforce time and attendance tracking, benefits enrollment and tracking,
pay stubs, W2 documentation, and room scheduling solutions focused on
meeting rooms, equipment and other shared resources. With additional offices
in Warwick, Rhode Island, Vancouver, British Columbia, and Mumbai, India,
Asure serves 3,500 customers around the world. For more information, please

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