Parature
8 Case Studies
Case Study: Quark Software doubles Net Promoter Score and reduces support tickets 80% with Parature
A Parature Case Study
Quark: Revolutionizing Publishing and Customer Care for the Next Generation
Quark, a long-standing leader in publishing software, needed to modernize support for a global, tech‑savvy customer base. Its legacy homegrown ticketing, siloed knowledgebase and nonintegrated chat left no unified tracking or reporting and couldn’t deliver the 24/7, multichannel service enterprise and SMB customers required.
By implementing Parature, Quark created a single multichannel service portal—combining ticketing, live chat, a robust self‑service knowledgebase and integrations with JIRA, Dynamics CRM and its e‑store—plus SLAs and centralized reporting. The result: Net Promoter Score doubled, knowledgebase views jumped from 6K/month to 70K/month, support tickets dropped ~80%, call volume fell ~60% (about 50% cost savings on that channel), and agents now focus on higher‑value, complex cases.
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Quark Software
Mark Lawler
VP of IT and Customer Support