Defining Our Customers

Parature Ticketing behaviors
When Parature was acquired by Microsoft CRM, the idea was to merge the best of both worlds into a new product, the Interactive Service Hub. The new service desk would integrate Knowledge Base and Ticketing capabilities from both companies. But in order to ensure Parature customers would be ready to move onto the new product, I had to determine if it would completely fit their behaviors and needs. We had to find out how Parature customers were using the product.