EasySecure have tried different remote support tools, including leading market providers, but they have found their peace with ISL Online remote desktop. We have reached out to Chester Vliegenthart from EasySecure to share their experience. In his words, ISL Online is “an easy to use, no-nonsense application coming from an industry veteran which guarantees high reliability and continuous development”.
EasySecure International has been in the Identity Management market for more than 10 years, providing products for access control, time and attendance registration to over 10,000 users across 20 countries.
Your company has set high customer satisfaction as one of its core values?
Yes, happy customers are our best advertising tool, we get a lot of new customers through the existing ones. And behind every happy customer there is a quality product and an excellent customer support.
How do you provide quality support?
We respond quickly and we are available to our clients whenever they need us.
How important is remote desktop software for your customer support?
It’s our key support tool. We fix over 5000 hardware and software issues annually using ISL Online remote desktop software. Our support team is located in Rotterdam and assists customers throughout Benelux and Germany.
How much of the whole company workload is solved by remote support?
Honestly, this is difficult to answer. However, we estimate that of the total workload within EasySecure, administration and similar tasks considered, I would say that it is 40-50% of the total workload. The high percentage is a result of the fact that we are a service company.
How many ISL Online licenses do you need to guarantee support without hick-ups?
We hold 4 ISL Online cloud licenses, which allow us to start 4 simultaneous sessions. Besides, we have selected a multisession option, which we use a lot. It allows an operator to connect to an unlimited number of remote computers from their machine.
We often encounter situations where we have to access both, the client’s server and their workstation PC. It is really nice to be able to start both sessions from the same computer and have both remote desktops available at the same time, one on the first screen and the other on the second.
You have tried other remote support tools before, what made you settle with ISL Online?
In short, the application is really easy to use, both on client’s and operator’s side. The software works great and the service is very reliable all over the world, also in Africa where internet connections are not always good. Finally, we wanted a future-proof software and ISL Online, being a remote desktop pioneer, can guarantee us continuous development.
In order to offer the best user experience, you have branded the ISL Online application?
Yes, it’s a simple customisation, but it adds a lot to a better user experience. We have also embedded a remote support link on our website to offer our clients the possibility to join a remote desktop session from a familiar environment.
Do you use ISL Online mobile apps?
Our operators have installed ISL Online mobile apps to their mobile devices. This allows them to offer support from everywhere, also on the go. If an operator is not at their desk, when they receive an urgent call from a client, they connect to a remote computer from their iOS or Android device.
We want to guarantee reliable operation and maximum availability of our scanning products, so we have to be available when there is an issue, and by using the ISL Online tools we are always able to help our customers!
Chester, it’s been nice talking to you. Thank you for taking your time and sharing your experience with us and our clients.
P.S. If you’d like to share your ISL Online story, we would be more than glad to listen. Get in touch.