Capitol College Gives Personalized Support from a Distance with Parature Campus Support Solution
Web-based Help Desk Software Enables Customized, 24×7 Support for Students Taking Courses Online
MCLEAN, VA – June 1, 2006 - Parature, provider of award-winning, on demand customer support software, announced today that Capitol College, the only independent college in Maryland dedicated to engineering, computer sciences, information technologies and business, has implemented Parature’s Campus Support Solution 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 solution, its high cost effectiveness, and great staff. Overall, we’ve been very pleased,” said Danielle Faison, Director, Distance Learning Services, Capitol College.
Capitol College provides all graduate level courses completely via the Internet, therefore many of their students work full-time, study at night, or are located in other countries in different time zones, so providing support 24 hours a day, seven days a week is very important. “We found that Parature’s Web-based Campus Support Solution uniquely met the distinct support needs of our students and faculty. It gives us the ability to offer support from any Internet connection at anytime, and has robust self-service capabilities like a knowledge base and download center, which allows students to help themselves,” stated Ms. Faison. In instances where more assistance is needed, students can easily submit a trouble ticket via Capitol College’s online support portal, view its status and updates online, and receive an automated e-mail notification upon issue resolution.
“Prior to Parature, we tried other help desk software solutions and email to support our students and faculty, but it was difficult to track outstanding issues, and there was no audit trail for historical information that could be referred to later,” said Ms. Faison. “Because our online students use various Internet Service Providers, PCs, browsers and operating system versions, having that information available in the ticket history and in the student’s contact information is extremely helpful. Also, Parature has enabled us to build knowledge base articles that address reoccurring problems. These articles are easily accessible to students for resolving their own issues and also used by our student workers to respond to tickets in a more consistent way. Training our student workers and supporting our online students has been simplified with the use of Parature.”
Capitol College is exploring the use of the survey tool within Parature’s Campus Support Solution to enable online students to evaluate instructors and the distance learning services department. Parature is currently being used by Capitol’s distance learning services department to support online students and faculty and being evaluated for the integration of other departments, to support traditional students, and alumni.
For more information about Parature’s Campus Support Solution, please visit http://www.parature.com/campus.aspx
Filed under: Quickbase
