How Customer Value is Created by Extending Tech Support Beyond Your Brand

1. How Customer Value is Created by
Extending Tech Support Beyond Your Brand
A Story about Brandy and Fernando

2. Your customers'
connected lifestyles are
complex – with a variety
of interconnected
products and services.
Not just yours.
In fact, any given
connected consumer/
family in the U.S. has four
to seven (or more)
connected devices and
services they rely on
during any given day.
Whether you’re a retailer or CE manufacturer (A), or a Telco/ISP/cable provider (B), your devices and services are a
few among many, in consumers’ and small businesses’ highly personalized technology environments.
Meet Brandy & Fernando
whose connected lifestyles comprise many different
technologies from multiple brands and retailers.
2
BRAND
A
BRAND
B

3. Brandy & Fernando
think your brand is making their connected lifestyles difficult for two reasons (1) your brand’s “stuff”
doesn’t always interoperate as expected with other brands’ “stuff” and (2) you only support your own
products and services. Simply put: you’re not meeting Brandy and Fernando’s expectations.
3
Your brand is affected by the other products and services in your customers’ environments.
Your “brand goggles” are preventing you from seeing how to turn that into a revenue opportunity.
BRAND
A
Retailer and/or
CE Manufacturer
Telco/ISP/Cable
provider
BRAND
B

4. 4
Brandy & Fernando
expect their technology to do what they want it to do, whenever and
wherever they want. They need a trusted advisor to assist them at the moment
things aren’t doing what’s expected.
Your brand can be that trusted technical advisor. Extending tech support to other brands in your customers’ connected environments is an astute
strategy for creating customer value. Your products and services are never used in a vacuum; your support shouldn’t leave a vacuum too.
Brand-agnostic
tech support
creates value

5. CONNECTED
HOME
Simplify your
customers’
connected lifestyles
while creating a new
revenue stream:
Wrap your arms
around their
connected lifestyle
environments with a
continuous service
experience.
This gives Brandy,
Fernando and all
your customers a
reason to rely on your
brand as the one
that gives them
control and
convenience as their
connected lives pivot
to incorporate a
more expansive
constellation of
technologies.
Brandy &
Fernando’s
connected lifestyles
are expanding and
becoming even
more complex as
the Internet of Things
makes its mark.
5
Brand-agnostic
tech support
creates value

6. Learn more about
© 2014 PlumChoice, Inc. All rights reserved. PlumChoiceis a registered trademark of PlumChoice,Inc. in the United States and other countries. All other product and company names and marks
mentioned in this document are the property of their respective owners and are mentionedfor identificationpurposes only.
Create Customer Value with the Power of PlumChoice
PlumChoice is purpose-built to solve complex support needs, forging brand loyalty
and increased revenues for our partners. A specialized technical services provider,
PlumChoice optimizes the benefits people and companies derive from their
personal technology experiences.
Fortune 1000 manufacturers, retailers, ISPs, telcos, cable providers, and software
companies partner with PlumChoice to deliver highly differentiated customer
experiences to consumers and SMBs through white-labeled technical support
solutions that span the entire technology lifecycle. PlumChoice works with end users
to install, configure, connect, enhance and fix both software and hardware
products, and integrates numerous products within larger technical and connected
home environments. PlumChoice solutions enable business partners to power the
increasingly complex and heterogeneous personal technology environments driven
by the “Internet of Things.”
To learn more, contact Steve Thompson today at +1 617.668.3228
or sthompson@plumchoice.com.
Connect with PlumChoice
Case Studies
 Communications provider boosted revenues by 20% per customer with premium support
 Computer hardware OEM drives differentiation by leveraging premium tech support
 Improve Experience: Retailer improves customer experience with premium tech support