A PlumChoice Service Call

By Frank Ohlhorst  |  Print this article Print


Desktop-as-a-Service Designed for Any Cloud ? Nutanix Frame

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.

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.

Frank Ohlhorst Frank J. Ohlhorst is the Executive Technology Editor for eWeek Channel Insider and brings with him over 20 years of experience in the Information Technology field.He began his career as a network administrator and applications program in the private sector for two years before joining a computer consulting firm as a programmer analyst. In 1988 Frank founded a computer consulting company, which specialized in network design, implementation, and support, along with custom accounting applications developed in a variety of programming languages.In 1991, Frank took a position with the United States Department of Energy as a Network Manager for multiple DOE Area Offices with locations at Brookhaven National Laboratory (BNL), Princeton Plasma Physics Laboratory (PPL), Argonne National Laboratory (ANL), FermiLAB and the Ames Area Office (AMESAO). Frank's duties included managing the site networks, associated staff and the inter-network links between the area offices. He also served at the Computer Security Officer (CSO) for multiple DOE sites. Frank joined CMP Technology's Channel group in 1999 as a Technical Editor assigned to the CRN Test Center, within a year, Frank became the Senior Technical Editor, and was responsible for designing product testing methodologies, assigning product reviews, roundups and bakeoffs to the CRN Test Center staff.In 2003, Frank was named Technology Editor of CRN. In that capacity, he ensured that CRN maintained a clearer focus on technology and increased the integration of the Test Center's review content into both CRN's print and web properties. He also contributed to Netseminar's, hosted sessions at CMP's Xchange Channel trade shows and helped to develop new methods of content delivery, Such as CRN-TV.In September of 2004, Frank became the Director of the CRN Test Center and was charged with increasing the Test Center's contributions to CMP's Channel Web online presence and CMP's latest monthly publication, Digital Connect, a magazine geared towards the home integrator. He also continued to contribute to CMP's Netseminar series, Xchange events, industry conferences and CRN-TV.In January of 2007, CMP Launched CRNtech, a monthly publication focused on technology for the channel, with a mailed audience of 70,000 qualified readers. Frank was instrumental in the development and design of CRNTech and was the editorial director of the publication as well as its primary contributor. He also maintained the edit calendar, and hosted quarterly CRNTech Live events.In June 2007, Frank was named Senior Technology Analyst and became responsible for the technical focus and edit calendars of all the Channel Group's publications, including CRN, CRNTech, and VARBusiness, along with the Channel Group's specialized publications Solutions Inc., Government VAR, TechBuilder and various custom publications. Frank joined Ziff Davis Enterprise in September of 2007 and focuses on creating editorial content geared towards the purveyors of Information Technology products and services. Frank writes comparative reviews, channel analysis pieces and participates in many of Ziff Davis Enterprise's tradeshows and webinars. He has received several awards for his writing and editing, including back to back best review of the year awards, and a president's award for CRN-TV. Frank speaks at many industry conferences, is a contributor to several IT Books, holds several records for online hits and has several industry certifications, including Novell's CNE, Microsoft's MCP.Frank can be reached at frank.ohlhorst@ziffdavisenterprise.com

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