PlumChoice Expands Portfolio, Empowers Partners to Delight Customers
BILLERICA, Mass., July 10, 2012 /PRNewswire/ — PlumChoice®, Inc., an innovator in the technology services sector, today announced a groundbreaking expansion of the company’s portfolio with its software-as-a-service platform, Technology Services Solution (TSS). Encapsulating 11 years of PlumChoice technology services innovation and expertise, TSS enhances the ability of PlumChoice and its partners to provide superior, end-to-end technology support services. PlumChoice partners can use TSS to build, manage and grow premium technology services businesses or augment existing technical support programs. TSS is a testament to PlumChoice’s holistic technology services vision, which is focused on uniquely delivering and enabling others to deliver technology services anchored in the customer experience.
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PlumChoice’s decade-plus capabilities in technology services, customer experience, best-practice processes and technology are now available in a single package to organizations looking to interact with customers in new ways and provide a differentiated service experience that builds loyalty and long-term customer relationships. With TSS, organizations can deliver efficient, effective technology support services to fit their unique business needs, extending or enhancing a current program or building a new technology services business.
PlumChoice partner N.E.W. Customer Service Companies (NEW), a leading provider of extended service plans and product protection programs, selected TSS as their technology services solution of choice.
Based on the success of a TSS-enabled technology services program launch for a major NEW client, Tim Smith, Director of Product Development at NEW said, “Our research of premium tech support platforms focused on solutions that would allow our customer care team to operate at peak performance while delivering a seamless, unmatched industry experience to our end users. With the increasing number of connected devices in the home and consumer demand for support, we saw opportunities for our partners and wanted a way to take our tech support to a new level. Partnering with PlumChoice did just that. Their customer-centric platform innovations and proven leadership in the industry allow us to deliver a one-call-does-it-all service experience resulting in complete customer satisfaction.”
“TSS is a game-changer,” said Ted Werth, Chief Strategy Officer of PlumChoice. “Smart devices, mobile and wireless capabilities and interconnected digital entertainment products have transformed the way consumers live and work, but the support infrastructure hasn’t kept up with new demands. With TSS, companies can create and manage successful technology services businesses to meet that demand. TSS extends the amazing capabilities and support resources that have made PlumChoice the technology services solutions provider of choice to our partners. TSS enables other companies to leverage PlumChoice’s long-standing expertise and SAFElink®, the technology support industry’s only integrated business services delivery technology, via a powerful new software-as-a-service solution. TSS gives forward-thinking companies like NEW a way to enhance productivity for both their technical staff and their customers.”
TSS integrates preventive, self-initiated and technician-assisted service automation technologies to empower end users and service desk agents to better support customers at the first point of contact. It is a reinvention of technology support services that focuses on the customer experience, increasing call center efficiency, reducing costs, improving sales and enabling seamless service overflow management by putting customers first.
TSS includes Virtual Support Agent (VSA), a desktop software application that monitors computers, proactively fixes basic issues, detects problems that require intervention and sends user alerts, providing recommendations to assist users with resolving problems. VSA connects users to a support technician to resolve more complex technical issues. In addition, TSS includes Triage and Service Portal (TASP). In conjunction with VSA, the Portal delivers customer tracking and ticketing capabilities, device telemetry and changes, and an Incident Automation Library to initiate service automation. Unlike similar applications, TASP does not require remote control access to deliver support services.
To learn more about PlumChoice, please visit www.plumchoice.com.
PlumChoice®, Inc. technology services solutions enable the transformation of customer satisfaction into customer loyalty. Whether powering a premium technology services business, augmenting a technical support program or enabling more efficient management of an IT service desk/help desk function, PlumChoice delivers scalable software and turnkey services that influence customer loyalty, increase profitability, drive down support costs and improve productivity. Founded in 2001, PlumChoice is headquartered in Massachusetts with offices in Colorado and Sweden. The company offers a comprehensive portfolio of best-of-breed solutions, including its software-as-a-service Technology Services Solution and Tific® Support Automation solution, plus turnkey and fully managed remote and on-site services – all leveraging the patented SAFElink® technology.
The press release contains forward-looking statements regarding anticipated objectives, growth and/or expected product and service developments or enhancements. Such forward-looking statements may be identified by the use of the following words (among others): “believes,” “expects,” “may,” “will,” “plan,” “should” or “anticipates,” or comparable words and their negatives. These forward-looking statements are not guarantees but are subject to risks and uncertainties that could cause actual results to differ materially from the expectations contained in these statements. PlumChoice assumes no obligation to update any forward-looking statements contained in this press release in the event of changing circumstances or otherwise, and such statements are current only as of the date they are made.
PlumChoice and SAFElink are trademarks or registered trademarks of PlumChoice, Inc. in the United States and other countries. All other product and company names and marks mentioned in this document are the property of their respective owners and are mentioned for identification purposes only.