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Microsoft Cloud Authors: Jayaram Krishnaswamy, Dana Gardner, David Bermingham, Pat Romanski, Adine Deford

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Mural Expands Facilitated Adoption Platform to Deliver First-In-Class Customer Experience

Mural, provider of a first-in-class customer experience for cloud and managed IT services, today announced the expansion of its Facilitated Adoption™ platform and managed services. In addition, Mural has worked with Parallels to provide the Facilitated Adoption solution with Parallels hosting and cloud enablement software. Mural will exhibit its onboarding managed service, APS for Parallels, at the Parallels Summit 2013 cloud computing conference and networking event in Las Vegas, Feb. 4-6, at booth #513.

Many providers of cloud and managed IT services are vulnerable to losing customers shortly after the sale because the customers don’t understand how to use the new services effectively. Service providers also increasingly want to differentiate their offerings with expert on-boarding and post-sales support services. Mural’s technology and Facilitated Adoption engineers close the gap between adoption and activation, supporting users to ensure they take maximum advantage of what cloud and managed IT services have to offer.

“Mural powers the customer experience for the world’s largest cloud and managed IT services providers, delivering a robust solution for a growing number of services,” said Steve Zimba, president of Mural. “We welcome the opportunity to grow our business as part of Parallels’ ecosystem and help cloud service providers build a base of informed and highly satisfied customers.”

The service providers, platform providers and independent software vendors that Mural serves realize a top-notch customer experience is a competitive differentiator. These companies are most vulnerable to losing customers in the first 90 days after a sale; Mural products and services reduce that churn by 70 percent.

Facilitated Adoption increases activation and reduces ongoing support costs, as users become more educated about cloud services. After experiencing Facilitated Adoption, users rate their satisfaction with an average Net Promoter Score® (NPS) of 78, far surpassing the industry standard of 50.

“Facilitated Adoption solves a major obstacle for cloud and managed IT providers: unrealized revenue from services that are never activated,” said John Zanni, vice president, Service Provider Marketing and Alliances at Parallels. “Mural is the first company to offer this type of support service via APS, and we are thrilled to include them in the APS ecosystem.”

Mural currently supports mission critical services including hosted email, cloud storage, virtual servers and cloud security. Mural’s technologies and services are available as either licensed platforms or managed services at gomural.com.

Mural will demo the advantages of its range of customer experience offerings in booth #513 at the Parallels Summit 2013.

About Mural Consulting

Mural perfects the customer experience with cloud and managed IT services, providing a combination of technology platforms, content and data analytics. Our Facilitated Adoption, Edu-Selling and Campaign of One programs are widely recognized for increasing sales, usage and customer satisfaction. For more information, visit gomural.com.

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