One name – hundreds of user stories. ISL Online. Every month or so we reach out to the ones we value most – our users. Each tells a unique story. This month we have dove into the white slopes of northern Italy and spoke with Dietmar Elsler, the Head of Provisioning of Raiffeisen Online. Here is the recap of what Dietmar has revealed about ISL Online’s remote desktop support app ISL Light.

Name: Dietmar Elsler
Occupation: Head of Provisioning
Company: Raiffeisen Online
Location: Bozen, Italy (South Tyrol)

How did you start using ISL Light?
»We had been using Citrix GoToAssist remote desktop support software, which had no longer been acceptable as the data was not routed through our servers. Due to a very strict privacy legislation in Italy, the Raiffeisen Online’s network security department had to find a product which would offer very high security specifications and still great performance. That is why we decided to go for ISL Online Enterprise Server Licence, which, through the software installed on our servers, gives us full independence and control over the system.«

Tell us about your experience as a user
»Both operators and customers were immediately impressed with its ease of use, responsiveness and reliability. We all value ISL Light‘s high speed and high quality screen sharing. And above all, ISL Online team provides an outstanding support when needed!«

How much do you use remote desktop support?
»Today, we make about 200 ISL Light sessions per month and remotely assist about 2,500 clients on all Windows, Mac and Linux computers per year. An average session lasts only 6 minutes plus we are able to solve 90% of all support tickets remotely. Since the introduction of ISL Light, we have noticed a 10% higher productivity in comparison with the remote support tool we used before.«

Do you have any plans for the future?
»We plan to set up an ISL Pronto internal chat system and start with ISL Groop online meetings, where multiple users can collaborate online through audio-video conference while sharing their screen and content. Our team is located on three different floors, so considerable amount of time would be saved this way. We are also considering the option to give our employees the possibility of working from home and connect to their office PCs remotely by using ISL AlwaysOn.«

That’s great! You must have all found out by now that with the ISL Online all-in-one licensing you can do just that. That is, use all ISL Online products without any extra charge.

About Raiffeisen Online
Raiffeisen Online is the official provider of Internet services for Raiffeisen Group. Its main role is to guarantee simple and secure online banking to Raiffeisen customers, develop IT and web applications for the Raiffeisen organization and offer technical support to customers and employees. Raiffeisen Group is the leading banking provider in South Tyrol which operates the network of subsidiary banks and a range of specialized insurance service providers employing almost 1800 people which service more than 52,000 customers.

Interested in sharing your story? Email me at nejafp@islonline.com.