PlumChoice's Expanded SaaS Platform TSS is a 'Game-Changer'

PlumChoice is known for its long-standing expertise in the technology services sector, having focused for years on uniquely enabling individuals to deliver technology services to enhance the customer experience. With over a decade of experience, the company has now marked a new level of innovation with its groundbreaking, all-new, expanded company portfolio using its Software-as-a-Service platform –Technology Services Solution (TSS).

This enhancement will ultimately enable the company and its partners to provide superior, end-to-end technology support services like never before. For the very first time, PlumChoice’s specialty services and skilled practices are available to organizations looking to interact with technology end users in new ways. The TTS solution works to do this by building loyalty and long-term customer relationships and managing and growing a premium technology services business or augmenting an existing technical support program.

The solution integrates preventive, technician-assisted capabilities to empower end users and service desk technicians to better support customers at first point of contact. Developed to capitalize on call center efficiency, reduce costs, improve customer satisfaction, and enable seamless services overflow management, PlumChoice’s new, expanded TTS comes stocked with enhanced features and functionalities to ensure that all of the above are guaranteed.

The Technology Services Solution combines the power of two applications –the TASP and VSA - which help leverage the existing TSS Incident Automation Library to proactively resolve many of the common technology problems faced today at first point of contact.

The Virtual Support Agent (VSA) application puts the end user in control by providing a guided experience that assists in resolving basic yet pertinent issues. Don’t fret just yet, though – when it comes to more technical problems, VSA connects the end user to a support technician who can provide added solution support with or without a remote connection to the device.

The Triage and Service Portal (TASP) works by providing a single point of access to a variety of system’s (ie. CRM, ticketing, knowledge base) service-related information (via the VSA), in addition to the Incident Automation Library. Like the TSA, device profile, diagnostics, and solutions are also transmitted without requiring remote control access with the TASP.

Furthermore, TASP provides the following:

• Entitlement verification and case creation
• Speedy problem identification with diagnostic data, combined with case history
• Efficient resolution with low-touch recommended solutions at the first point of contact
• Flexibility of resolution through a shared Incident Automation Library with multiple contributors.

So, what is the Incident Automation Library? TASP works to enable technicians to leverage a library of steps and workflows required to resolve common, recurring incidents. It is contributed by experienced technicians across multiple industries and devices, where the workflows can be automated to resolve problems with or without human interaction.

Ultimately, TSS will work to assist technical support organizations looking to increase customer satisfaction, minimize support costs, accelerate time-to-effectiveness of call center teams, maximize existing resources, and seamlessly support services overflow.

The TSS-enabled services program was launched for a major NEW client, and based off of its extreme success, director of Product Development at NEW, explained, “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.”

Furthermore, Ted Werth, chief strategy officer, PlumChoice, said that, “TSS is a game-changer,” adding that TSS will allow companies to create and manage successful technology services business to meet the demands which, for so long, support infrastructure hasn’t been able to keep up with.

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