Managing remote support for a multinational company is no easy task. With 13,000 employees operating across 15 European countries, Canon Europe needed a secure, cost-effective, and scalable remote desktop solution to support its IT infrastructure.
We spoke with Sebastiaan Dammann, Principal IT Consultant at Canon Europe, about how ISL Online has enhanced their remote support operations since adopting it in 2023. He shares insights into the challenges of managing IT across multiple countries, the key features that made ISL Online a strong fit, and why it proved to be a good alternative to TeamViewer.
Finding the Right Remote Desktop Solution
Canon Europe
Q: What were the main challenges Canon Europe faced in remote support?
Sebastiaan: As an IT services and document management provider, ensuring secure and reliable remote access is critical for us. Managing user authentication efficiently across multiple locations was another key challenge.
Before switching to ISL Online, we used TeamViewer. However, rising licensing costs and functionality issues, particularly with copy/paste between local and remote machines, made us look for an alternative.
Q: What led you to choose ISL Online?
Sebastiaan: The decision was based on a combination of factors. First, ISL Online provided a more cost-effective pricing model, allowing us to scale our support operations without worrying about excessive costs.
Second, the transition was smooth—our internal IT team handled the implementation with minimal downtime. And finally, ISL Online integrated seamlessly with our existing IT infrastructure, particularly with our Single Sign-On (SSO) authentication system, which was a priority for us.
Selecting the Right ISL Online Plan
Q: What ISL Online plan does Canon Europe use?
Sebastiaan: Given our large-scale user base and strict security requirements, the Managed Private Cloud plan was the logical choice for us.
With this plan:
✅ All remote session data stays on our dedicated server, ensuring maximum security.
✅ The service is fully managed and maintained by ISL Online’s professional team, reducing IT overhead.
✅ We have 100 concurrent users, but the number of technicians, workstations, endpoints, and clients is unlimited, providing the flexibility we need for a multinational operation.
This setup gives us the best of both worlds, the scalability of a cloud solution while maintaining full control over our data.
Seamless Implementation & Daily Use
Q: How was the implementation process of ISL Online?
Sebastiaan: The implementation process was straightforward and well-supported by our IT team. Since the platform is intuitive and easy to use, there was no steep learning curve for our technicians.
We now have around 1,800 technicians actively using ISL Online across 15 European countries for a variety of tasks, typically including:
✅ Software troubleshooting
✅ Implementing new IT solutions
✅ Providing remote training
✅ Performing system updates
Q: How does ISL Online integrate with your IT environment?
Sebastiaan: Integration has been excellent. It works smoothly with our network security protocols and authentication systems, ensuring that remote support remains both secure and efficient.
Enhancing Security with Single Sign-On (SSO)
Q: Why was SSO an important feature for Canon Europe?
Sebastiaan: Managing user access across a multinational organization can be complex. Single Sign-On (SSO) simplifies user management, strengthens security, and reduces login-related inefficiencies.
With SSO and Two-Factor Authentication (2FA) in place, our technicians can log in quickly and securely, reducing authentication steps and ensuring that only authorized users access our systems.
Q: Have you noticed specific improvements since implementing SSO?
Sebastiaan: Definitely. SSO has eliminated the need for multiple logins, allowing technicians to access different systems with a single authentication process. This has saved time.
Key Features That Improved Workflow
Q: Besides SSO, which ISL Online features have been most beneficial to your team?
Sebastiaan: Several stand out:
✅ Intuitive user interface – ISL Online is easy to navigate, making it simple for technicians to provide remote support efficiently.
✅ ISL AlwaysOn remote access – Ensures continuous and secure remote access, which is essential for long-term IT support and system maintenance.
✅ Team-sharing capabilities – Technicians can share remote access connections within their team, improving collaboration and troubleshooting efficiency.
✅ Simple session invitations – The ability to quickly generate and share an invitation link makes remote support faster and more user-friendly.
ISL Light: A Solid 9/10
Q: How would you rate ISL Online, and would you recommend it to other multinational companies?
Sebastiaan: I’d rate ISL Online a solid 9/10. It’s a reliable, user-friendly platform that makes remote support smooth and efficient.
Would I recommend it? Absolutely. The combination of cost savings, security, and ease of use makes it a great choice for multinational IT teams.
Conclusion: A Scalable Remote Support Solution for Global IT Teams
For a company operating at Canon Europe’s scale, choosing the right remote desktop solution isn’t just about features—it’s about cost efficiency, security, and seamless integration.
With 1,800 technicians relying on ISL Online daily, Canon Europe has been able to optimize IT operations, ensuring faster response times, improved workflow, and a smooth remote support experience.