PlumChoice Remote Support Services Extended with Bomgar

Summary: Bomgar technology enhances SAFElink platform with remote service for a broader range of technology

RIDGELAND, Miss., Nov. 18, 2008 - Bomgar Corporation today announced that PlumChoice, the leading provider of technical services for broadband service providers, retailers and e-tailers, and OEMs/ISVs, has extended its SAFElink^TM delivery platform for remote technology services with deployment of the Bomgar Box^TM. PlumChoice selected Bomgar's solution because of its ability to connect to a wide range of device platforms and operating systems, ranging from Windows, Mac and Linux PCs to Smartphones.

The growing dependence on an increasing number of high-tech products in home and business environments is creating a need for technology and service providers to find ways to offer anytime, anywhere remote support. Bomgar's multi-platform virtual support software enables remote access to attended and unattended computers, enabling PlumChoice to deliver secure, trusted technology services to customers on a 24×7 basis.

"Consumer technology products are converging inside the home, while rapidly becoming more advanced and integrated - resulting in a growing demand for technical services," said Kurt Scherf, vice president and principal analyst, Park Associates. "According to our research, total U.S. consumer spending for home technical support services will reach nearly $1 billion by 2011 driven by the frustrations end users experience with the increased complexity of today's digital home products."

Using Bomgar's remote support appliance with the SAFElink platform, PlumChoice technicians extend their ability to securely connect to consumer devices via the Internet, regardless of the user's operating system, enabling services beyond Windows PCs that include Mac computers and Windows Mobile Smartphones. Once connected, certified technicians employ Bomgar's remote control system to virtually remediate or resolve issues, while support session details are recorded for quality assurance purposes. Bomgar also provides advanced resource utilization functionality, allowing PlumChoice to optimize efficiencies across its entire technical labor pool, while continuing to deliver its award-winning high standard of customer support.

"Bomgar's technology is a key component in extending our SAFElink^TM service platform and we have realized immediate benefits in creating new services and improving technician efficiency, while sustaining our high level of customer satisfaction and first-time fix rates," said Rich Surace, senior vice president of operations, PlumChoice. "Our technicians now have more powerful tools that helps leverage the collective expertise available across the entire team. Additionally, Bomgar's deep level of customization is a tremendous asset for us when branding our services to meet individual partner requirements."

The Bomgar Box is a secure platform for virtualizing support that enables technicians to be in more places and on more systems than possible with on-site support. The technology is purpose-built to arm IT technicians with the online tools to eliminate the frustration of phone-only tech support. With Bomgar remote control software, technicians can view the screen and control the remote desktop to perform root-cause analysis for on-the-spot troubleshooting to improve first call resolution and customer satisfaction.

Multimedia Links:
- For information and photos, go to the Bomgar Press Kit and Flickr page
- Additional details on PlumChoice and Bomgar's value-add is available in this SSPA webcast: "IT Support during Economic Turmoil"
- To learn more about a virtual help desk visit Wikipedia's current definition
- Subscribe to the Bomgar Blog for info on trends driving the need for virtual support

About PlumChoice
Since 2000, PlumChoice has become the nationwide leader in providing trusted remote technical services for the home, home office and small business. PlumChoice leads the industry in technical innovation and integrated services, giving customers affordable solutions to their technology problems anytime, anywhere. Through its exclusive SAFElink^TM Enterprise platform, PlumChoice offers comprehensive, flexible service options (one-time, per-minute and subscription plans) on personal computers & laptops, networking devices, software applications, printers, peripherals, MP3 players, digital cameras, mobile devices/PDAs and more. PlumChoice is trusted by more Fortune 500 companies than any other provider. Its team of U.S.-based, 100% industry-certified agents is available 24/7/365. PlumChoice's Partner Go-To-Market program helps business partners come to market rapidly and grow revenue quickly. The company offers specific integrated programs for Telcos, ISPs, manufacturers, retailers and e-tailers. PlumChoice services are also available online and in-store through many broadband service providers, retailers and e-tailers, and software manufacturers, as well as many other partners. For more information, visit www.plumchoice.com, call 1-888-PLUM-HELP (1-888-758-6435) or send email to sales@plumchoice.com.

Bomgar is the worldwide leader in secure, appliance-based remote support. The company’s award winning solutions enable organizations to improve IT support efficiency by securely accessing and managing virtually any system – Mac, Linux, BlackBerry and Windows Mobile smartphones plus all versions of Windows. Over 5,000 leading companies around the world have deployed Bomgar’s enterprise-class solutions to transform their IT support functions and significantly improve operational efficiency and customer satisfaction while dramatically reducing costs. Bomgar is a privately-held company headquartered in Ridgeland, Mississippi with offices in Atlanta, San Francisco, Washington DC, Paris and London. In 2009, Bomgar was named one of the 500 fastest-growing companies in the US by Inc. Magazine.

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