Microsoft acquires Parature

If there is one module of Microsoft Dynamics CRM that always leave me with the bitter taste of I wish I could, is the service module.

Now, don’t get me wrong. I reckon the service module provides good value, and I have deployed Dynamics CRM solution around this module in past which clients were happy with; but Dynamics CRM isn’t a full fledged service management system such like Remedy or Peregrine. The problem is that it doesn’t have much space for growth, particularly for organisations willing to provide service level agreements (SLAs) slightly more complicated than the default, over-simplistic examples.

The good news is that Microsoft announced today the acquisition of Parature; a customer self-service company based in Virginia, USA. Parature provides a bunch of products and services around service and support including a customer self-service platform, multi-channel customer service and social customer service.