A PlumChoice Service CallBy Frank Ohlhorst | Posted 2008-09-09 Email Print
PlumChoice offers turnkey remote support to MSPs and their customers looking to fix thorny desktop PC issues, install new applications or maintain systems.
The assigned technician called promptly, introduced himself and explained what services he would be performing. Our assigned technician, Frederick, said he had been with PlumChoice for close to a year and is based in North Carolina. All of PlumChoice's technicians are based in the United States and must meet several requirements, including some industry certifications, before being hired by the company.
Fredrick instructed us to go to the PlumChoice Web site and click on an icon to load the remote support agent application. PlumChoice recently changed over to Bomgar as its support application. Bomgar is an appliance-based solution that supports several major operating systems and includes multiple tools for remotely troubleshooting PCs.
One important element of the service is documentation. Technicians input copious notations to the user's account for future reference, which helps to speed future resolutions and keeps customers informed about the tasks performed on systems. At the completion of the service call, PlumChoice sends out an e-mail notification, an invoice and a survey. The company is clearly focused on customer satisfaction and values customer input to improve service.
When it comes to remote support, problem resolution and customer satisfaction, PlumChoice is definitely a class leader for hosted problem resolution.