Business Intelligence

Support Makeover Earns Coremetrics Top Analyst Marks - Even as Company Reduces Support Costs

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Executive Summary

Every day, more than 2,000 online business sites globally - with transactions representing over $20 billion per year - rely on Coremetrics to optimize their online marketing. Coremetrics recognized the need to provide the clients the 24x7 help needed, but in a scalable way. To master these problems they turned to Parature. With some guidance from Parature Professional Services, the support team customized the software and loaded the knowledgebase with training materials and documents. To introduce the new self-service portal to clients, Coremetrics teamed with the marketing group regarding announcements and directed them to a report and short video on how to use self-service. Parature's combined self-service and service desk is implemented at Coremetrics.

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