Vendor's Technical Support Services Help Telecom Companies Increase Retention & Sales
BOSTON – (November 10th, 2008) – PlumChoice (www.plumchoice.com), the leading provider of technical support services for service providers as well as home, home office and small business customers, today announced that it will host a private presentation by IDC analyst Matt Healey at the CTAM Summit 08 that opens today in Boston. Healey will discuss how telecommunications vendors can use customer support services to increase revenues and reduce subscriber churn, including providing a new white paper on the topic to all attendees. The white paper, sponsored by PlumChoice, can also be downloaded at www.plumchoice.com/ctam
The invitation-only presentation will take place at 7 pm on Monday, November 10, at McGreevy’s Boston, 911 Boylston Street, across from the Hynes Convention Center. CTAM attendees or members of the media who are interesting in attending can request an invitation by going to www.plumchoice.com/ctam or by calling Amy at 1-866-811-3321; extension 2130. PlumChoice will also be exhibiting at CTAM Summit 08 in Booth #2118.
PlumChoice helps telcos and other telecommunications service providers reduce customer churn by providing remote and onsite technical support using PlumChoice tools and personnel. The company’s turnkey SAFElink™ Enterprise service platform enables channel partners to outsource their customer support needs on a white label or co-branded basis, eliminating the time, effort and expense required to build and maintain an in-house support infrastructure while still retaining the service provider’s branding.
A recent IDC White Paper1 noted that poor customer service is a major cause of subscriber churn and advised service providers to adopt aggressive support programs to improve retention and ARPU rates. “Currently, consumers struggle with networking a printer or setting up a wireless LAN,” the report noted. “It is too much to hope that the majority of non-tech-savvy consumers will be able to install and manage a PC-to-TV video or multimedia transfer, integrated VoIP, wireless and IPTV communications, or remote programming or monitoring of utilities without significant support.”
The same white paper called PlumChoice “one of the leading providers of technical support services using the new breed of ‘clientless’ remote support tools.”
“Subscriber churn has always been a problem for telecom service providers, but controlling it has become increasingly critical in today’s hyper-competitive and economically challenging environment. Customer care has proven to be a key factor in preventing subscriber defections,” said PlumChoice’s CEO Ted Werth. ”Our SAFElink platform is the most comprehensive and cost-effective strategy for delivering a high quality remote and onsite customer service experience.”
PlumChoice’s SAFElink platform includes proprietary remote support services tools, industry-certified technical support services professionals, documented processes, comprehensive reporting, and a single point of contact and accountability for all partner communications. The SAFElink™ Web customer interface can be deployed on the service provider’s website, allowing customers to access PlumChoice services without going to a third-party site, as well as the user’s desktop via the SAFElink Desktop agent. Both options give end users one-click access to PlumChoice technical support services.
To learn more about PlumChoice, please visit www.plumchoice.com.
Karen McPhillips, Vice President, Marketing
SSPR, for PlumChoice
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.