Users talk: Idexx

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 are visiting a charming town in Wisconsin, where we spoke with Jay LeDuc, the IT manager of IDEXX Laboratories. Here is the recap of what Jay has revealed about ISL Online’s remote desktop support app ISL Light.

Name: Jay LeDuc,
Occupation: IT Manager
Company: IDEXX Laboratories
Location: Eau Claire, Wisconsin

How did you start using ISL Online?
“IDEXX had been using ISL Online’s American leading counterpart, Webex, but decided to change the provider. Soon, we started looking for a reliable remote assistance service to primarily support our customers but also employees in more than 60 locations around the world. The new tool was supposed to cut costs and offer our customers and employees an exceptional support service. IDEXX decided to go for the ISL Online’s hosted service which did that and more. ISL Online’s remote desktop access and support service, ISL Light, addressed our needs in terms of the quality of the software performance, customization and service management options, and also 24/7 support.”

What are the most obvious benefits?
“ISL Online’s remote support is the most cost-effective solution we have found for rapid problem resolution and higher customer satisfaction. We have also reduced our remote support costs by more than 65% since switching to ISL Online. Above all, we are pleased with ISL Online support team, who has created a branded service access point especially for IDEXX. That web site has made a session start extremely easy for both supporters and clients.”

Tell us a bit more about your experience as a user
“The SaaS, which is hosted on ISL Online’s Cloud Communication Network, ideally conformed to IDEXX’s specifications, including a custom design of the remote desktop support application. A central management system provides head of support departments the ability to manage individual operators within the ISL Online’s SaaS.”

About IDEXX Laboratories
IDEXX Laboratories is the world leader in microbiology testing technologies that ensure safe water and the top provider of diagnostic tests and health-monitoring systems for milk safety and livestock and poultry animal health. It has over 5,000 employees in more than 60 locations around the world with a customer base of over 50,000 veterinary practices worldwide.

Interested in sharing your story? Email me at

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