Case Study: PlumChoice achieves multi‑platform, secure remote support and a 92% first‑time fix rate with BeyondTrust

Bomgar Extends It Service Provider’S Reach Across Platforms T Here To Convert Case

PlumChoice is a fee-for-service online support provider that delivers remote assistance through 500+ home-based agents and white-label channel partners across telco, retail and OEM segments. As Macs and mobile devices proliferated, their legacy Windows-only remote tool (GoToAssist) failed to meet cross-platform, mobile and security requirements—PlumChoice needed session recording, stronger audit controls and a scalable solution to support a growing variety of devices and partner requirements.

PlumChoice selected Bomgar for its multi-platform support, enterprise-class security (including in-firewall session recording), on-demand concurrent licensing and integrations that drive first-call fixes. The company migrated in three weeks with no disruption, adopted Bomgar as its sole support tool, achieved a 92% first-call fix rate, improved agent productivity and margins, and gained features like team chat, customized surveys and archived session reporting to better serve channel partners.

PlumChoice

Rich Surace

Support VP of Operations