SAFElink® Technology Platform

SAFElink® Technology Platform is the industry's only integrated platform for managing the complete Technology Care process, including channel enablement, customer acquisition, service selection, billing, service delivery, case tracking, customer communication, quality management and customer intelligence.

Customized Multi-Service Platform

The platform enables our partners to deliver customized and branded offerings. It is the industry's first full-service platform that offers the integration of third-party products and services into a seamless bundle.

PlumChoice provides our partners with the ability to build long-term customer value. Our unique ability to bundle disparate technology services under one transaction results in highly customized service bundles and creates a very simple customer experience.

PlumChoice integrates partner specific products and services into its premium service offerings. Our platform provides a single solution for offerings like remote services, on-site services and other value added software and services, such as data backup, AV/AS, parental control, web hosting, warranty and home theater installation.

 

SAFElink Tech Tools are a series of tools that technicians can use on customers' computers, mobile devices and consumer electronics, allowing technicians to provide consistent and efficient service. These tools include remote screen sharing and aid in virus/malware removal, PC tune-ups, wireless network setup and much more. They can be used for initial diagnostics and help with escalated tiers of support. Additionally, many of the tools download and deliver automated processes and fixes, allowing for lower labor costs and quicker service times.

 

The SAFElink Interactive ToolBox is a subset of the SAFElink Tech Tools and allows technicians to provide tools-assisted remote services where applicable. This ToolBox allows high-volume services to be automated as part of the overall service delivery process, and it ensures a consistent customer experience with standard and predictable cost structures. The ToolBox initiates the tool-assisted sessions, with the ability for technicians to monitor and apply their expertise when needed.

 

SAFElink Workbench houses all customer, case tracking and resolution data. It includes the payment gateway, order processing and tracking of single incident and subscription offerings. The SAFElink Workbench integrates all of the modules together in a seamless fashion. It brings together the SAFElink Tech Tools, phone switch and chat server information and integrates seamlessly with the SAFElink Customer Portal, SAFElink Discovery, SAFElink Desktop and your order entry and call center applications.

 

SAFElink Desktop is a customized, branded PC-based application that is installed on every subscriber's computer. It allows subscribers to easily connect to a technician via email or chat and allows for the provisioning of other value added services (e.g., back-up, AV/AS).

 

SAFElink Data Warehouse is a repository of data captured from the various components of the platform, including SAFElink Workbench, SAFElink Desktop and SAFElink Discovery. The data includes sales, technical session, product, customer, channel, churn and program information and allows for specific analysis and trending.

 

Contact us to learn more about the SAFElink® Technology Platform and how we can customize a service delivery solution for you.

Partner Brand

  • All communication methods are branded: chat, voice, email
  • Customer Connect tools—to have consistent presence leveraging partner's brand equity

 

Full Control

  • Service metrics, customer intelligence
  • Full CRM driving marketing programs
  • Subscription packaging & retention
  • Pre-built Sales Portal for partner selling
  • Integration into legacy systems

 

Value Added Service Expansion

  • Quick turnkey go-to-market solutions with preconfigured suppliers
  • Custom VAS solutions and third-party VAS providers for unique catalog management