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The Client
PlumChoice is the leader of remote service and support to consumers, home office users and small businesses. The company is based in Billerica, MA with remote teams throughout the U.S, employing over 300 agents to date.
"Outsourcing Factory has been providing application support and a managed hosted environment for us for more than two years. The development support has driven by them from start to finish. Their support is critical to our success. Our hosted environment has been extremely reliable and has been improved to meet the fast growth of PlumChoice."
Ted Werth, PlumChoice
The Idea
Remote technical support services are gaining in popularity over time-consuming trips to repair shops or costly in-home repairs. PlumChoice offers remote services into user's own computer while the user is connected by phone or chat to a technician to manage their computer issues and remotely solve any problems. Their teams can manage over 370 software applications and any accessories attached to the computer.
The Challenge
Our client needed to effectively scale their business to meet their demands and their growth objectives, while leveraging technology as a competitive advantage. The client needed a business automation and optimization solution with complex business logic, flexible management, and the ability for continuous scaling at a moment's notice.
The Solution
The integrated CRM/ERP solution tailored by our team manages the Citrix GoToAssist virtual connection between the agents, technicians and their customers. Further, the application allows for the successful integrating with PlumChoice's billing application, credit card processing, and back-end systems. The flexible architecture allows for future integrations as the client's business model adapts to future needs.
Our managed team of 11 skilled developers and testers ensures permanent contact with the customer, follow-the-sun support to any customer situation that requires intervention, and on time communication while delivering at the highest standards required. Different user access levels, the complexity of the interface and the impressive number of over 100 tables in the database are only some of the constant assessments of the maturity of our delivery model.
For over 3 years our dedicated team managed the application's development by seamlessly migrating through 2 generations of code. What is in store for the future? The next version of our client's application will be re-factored in .net2.0, thereby supporting both current and future standards, enabling our client with greater flexibility, and facilitating ease of use.
Technologies
.Net 1.1, SQL 2000, .Net 2.0, HTML, java Script
The Results
Outsourcing Factory's partnership with the client has partially led to their current successes. Rapid, quality-controlled deployment, adherence to deadlines and project timetables, and a solid communication platform has powered the trust of our business relationship.
Winning more than 100,000 customers to date, and attracting attention from large organizations like Circuit City who want to augment/replace aspects of their support services is a clear statement to the success of our customer, and a competitive edge that we have contributed and committed to for long term growth.
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