PlumChoice Helps MSPs Service PCs Without Getting Their Hands Dirty - A PlumChoice Service Call (
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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.
As Frederick
worked on the system, he informed us of exactly what he was doing, explained
the tools in use, gave numerous tips on how to prevent problems and proved to
be very courteous. We felt that we were getting two services for the money: the
actual repair of the system and an in-depth educational system. Frederick
also recommended utilities that we should consider for maintaining the system
ourselves and discussed the other services available from PlumChoice. The
service call took about 45 minutes and at no time did we feel rushed or
inconvenienced.
Establishing a good relationship with the technician
has advantages, and users can request that technician for other service calls
in the future if desired, building a long-term service relationship with a
known individual.
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.
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