Based in Bedford, Massachusetts, PlumChoice Online PC Services offers computer diagnosis, training and repair services provided by a virtual support center operation. They wanted to expand remote desktop support from the enterprise to the home office and give the small office/home office market a great experience--fast, convenient, easy to use and effective. They just needed the right remote support technology.

After evaluating a number of free and fee-based services, PlumChoice's team selected the Citrix® GoToAssist Web-based support service, which allows support staff to remotely view what the customer sees, chat with users in real time, guide them through a software installation, or even take control--with permission--of the mouse and keyboard to resolve a problem.

PlumChoice's team conducted an exhaustive search for a system that was easy to install, provided excellent performance and security, and would allow their representatives to work from anywhere. Citrix GoToAssist met all these criteria. The remote desktop support model enabled by GoToAssist allowed PlumChoice to set itself apart from the competition, not only winning more than 20,000 customers to date, but also attracting attention from large organizations like Circuit City that want to augment or replace phone-based and in-home support services.