Terpel remotely assists several thousand computers in Latin America with ISL Online

The leading distributor of Oil and Gas in Colombia with a strong 45% market share, Organización Terpel S.A (Terpel), needed a secure and high-performance solution to assist and manage over 1,500 internal remote connections on a daily basis. In 2014, they decided to introduce ISL Online Corporate License, a self-hosted remote support solution, operating at corporate-level security and performance, while also assuring full privacy, independence and unlimited use of the software. With ISL Online, Terpel has since been able to effectively manage several thousand computers in Colombia and other Latin America countries and assist 2,000 of own sale points, 29 supply plants and operations in 20 airports.

The leading distributor of Oil and Gas in Colombia, Organización Terpel S.A (Terpel), introduced ISL Online as their primary remote desktop support tool.

The leading distributor of Oil and Gas in Colombia, Organización Terpel S.A (Terpel), has introduced ISL Online as their primary remote desktop support tool.

Navigating to a secure and high-performance remote desktop solution
As an international organisation with a significant presence in Panama, Mexico, Ecuador, Chile, the Dominican Republic and Peru, Terpel needed a secure tool that would enable them to provide remote assistance 24/7 to several thousand clients and unattended computers, including those in regions with poor Internet bandwidth. The remote support tool in use back then unfortunately didn’t perform as expected. “We required a high number of remote desktop sessions, and the previous support tool didn’t respond very well in peak hours,” explained Carlos Benavides, Support IT Manager at Terpel. “It worked slowly and we experienced several issues with connectivity. Furthermore, our productivity considerably decreased due to these factors.”

On the decisive factors that led Terpel choose ISL Online from their list of tested and evaluated top remote desktop solutions, Carlos Benavides unveiled three top priority requirements: “The remote desktop solution needed to be fast and reliable, user-friendly and intuitive, while it also had to comply with our strict security protocols. It didn`t take long to decide in favour of ISL Online.”

ISL Online Corporate License for unlimited use
Terpel’s immediate favourite was the ISL Online Corporate License, a self-server hosted solution without any limits regarding the number of active concurrent sessions and no additional charge per technician, workstation, client or any other cost for that matter.

Beyond basic functionality like accessing unattended or client remote computers, Terpel was also intrigued by ISL Online’s advanced reporting capabilities. The latter provide a detailed insight of how exactly the purchased remote desktop software is being used, help measure its impact on support performance, optimise the helpdesk workload, and consequently shorten the waiting window for the client, and push tickets to resolve faster.

ISL Online reporting lets you gather the right information and act on it.

ISL Online reporting lets you gather the right information and act on it.

Branded remote desktop applications and a user website
Although Terpel started with a completely standard remote desktop solution, they quickly realised custom-made design of both the software applications and a user-focused website for their users will add extra value, and thus gradually switched over to a branded solution.

Terpel helpdesk operators now use custom ISL Online remote desktop applications with their logo, name and colours.

Terpel helpdesk operators now use custom ISL Online remote desktop applications with their logo, name and colours.

Just like the application, the user website for joining a support session, too, is custom-made and as such fits right into Terpel’s graphic design and corporate image.

Just like the application, the user website for joining a support session, too, is custom-made and as such fits right into Terpel’s graphic design and corporate image.

Impressions so-far
As a user of over two years, Terpel is satisfied with ISL Online and has reported positive results such as lower support costs and increased customer satisfaction, while it also plans to enhance its use in the future.

We are very happy with the support tool and have already received a positive feedback from our customers. ISL Light even allows us to provide support to certain regions where Internet bandwidth is very poor. Now we are able to provide full support throughout the country, and support customers who we could not reach before.

Carlos Benavides , Support IT Manager at Terpel
 Carlos Benavides, Support IT Manager at Terpel

Future plans
After a successful implementation of ISL Online as their Enterprise Remote Desktop tool and the fact their staff have become accustomed so quickly and easily to it, Terpel has additional plans to adopt the rest of ISL Online’s collaborative tools as well – Live Chat and Web Conference. In addition, Terpel is considering purchasing a second ISL Online Corporate License and setting up their own corporate Private Cloud. “Without a doubt, this needs to be our next step to achieve high availability of our support service. Due to the number of sessions we run, we cannot afford any downtime. Considering this, the Private Cloud turns out to be the best possible option to further enhance the quality of our support,” Carlos Benavides points to the main benefit of upgrading the remote desktop support service to a Private Cloud.

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