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Integrated ERP/CRM solution for remote technical support leader


“OSF Global Services has been providing application support and a managed hosted environment for us for more than five years. Development support has been driven by them from start to finish, and their support is critical to our success. Our hosted environment has been extremely reliable and has been improved to meet our company's fast growth.”

– Ted Werth, PlumChoice

Client

PlumChoice is a leader of remote service and support to consumers, home office users and small businesses. Their skilled team of industry-certified agents is available 24/7 to provide online support for all technologies, including PCs, Macs, Smartphone devices, netbooks, MP3 players, network devices, printers and digital cameras.

Problem

The company needed a solution that would help it meet the demands of its fast growing business and increasingly competitive market space. PlumChoice wanted a business automation and optimization solution featuring complex business logic, flexible management and the ability for continuous scaling at a moment's notice.

Solution 

The integrated CRM/ERP solution developed by the OSF team manages virtual connections between the agents, technicians and their customers. In addition, the application is integrated with PlumChoice's billing application, credit card processing and back-end systems. OSF also provides follow-the-sun support to address any customer problems.

Results

PlumChoice has won numerous customers and attracted the attention of large organizations that want to augment or replace their support services. The application allows PlumChoice to process a high number of transactions and provides an uptime of more than 99.5 percent.

 

To learn more about this customer, download the full case study [PDF File].