The global leader in on-demand customer service software, Parature, today announced that Moniker Online Services, LLC has selected Parature Customer Service™ software to manage the support needs of their 65,000 customers. Moniker is a leading provider of domain name registration, management, and monetization services for individuals and businesses that wish to have a unique address and branded identity on the Internet.

Victor Pitts, VP of Sales and Support stated that over the past several years, Moniker has grown exponentially in all aspects of their business. In 2008 they are managing close to 2.8 million domain names and prior to implementing Parature Customer Service were still managing all of their support requests via Microsoft Outlook, while in 2004 they managed approximately 330,000 domain names. This type of issue management was not only an overwhelming burden on their customer service representatives, but a very inefficient process. Moniker required robust enterprise technology to effectively manage their growing customer base.

Pitts said: “The implementation of Parature Customer Service software has made a tremendous difference to our support team; the increase in efficiency has freed up time in their schedules to provide our customers with pro-active support as opposed to reactive support”. “Additionally, the prioritization and escalation processes the software enables has standardized the quality of service we are able to provide our customers, ensuring we meet our statement of work which is crucial to our success.”

Parature enables any organization to fundamentally change the way they support their customers through its Software-as-a-Service (SaaS) delivery and integrated, intuitive design that empowers organizations to better and more efficiently support, serve, engage with and retain customers in today’s Web world. The seamlessly integrated suite of Parature modules allows organizations to effectively manage all of their support needs. Organizations are enabled by this dynamic, on-demand software, to get up and running quickly, easily and efficiently.

Parature CEO and President, Duke Chung, said: “Organizations today, are consistently challenged to provide effective world-class customer support”. “Parature is dedicated to empowering organizations with the smartest, most efficient way to manage customer service; streamline and strengthen ongoing customer communication; increase customer retention and improve the efficiency & effectiveness of their support teams.”