Jobfox, a rapidly growing career site, helps connect employers with the most desirable talent pool - those already employed. Jobfox links candidates and organizations - in real time - by providing intelligent skills matching and communication tools such as instant messaging and text-message alerts.

The fast-paced nationwide expansion had increased daily hits on the Jobfox website to about one million. In response, the number of job seekers contacting Jobfox's customer service department with questions more than doubled in just a few months.

As increasingly more job seekers call with issues such as password resets or questions related to using the site, the customer service team began to outgrow its manual ticket-tracking approach. When emails came in, they assigned and entered them into a spreadsheet by hand.

To speed response times, Jobfox was looking for a customer service system with self-service capabilities, automation and reporting. A software-as-a-service (SaaS) model, Parature Customer Service™ software offered just the right combination of capabilities, ease of use and maintenance, and rapid deployment.