With one of the most extensive fiber optic networks in Colombia, Media Commerce needed a remote support solution that matched its high standards for availability, security, and efficiency. Today, over 100 technicians rely on ISL Online to deliver remote support quickly, securely, and with complete traceability. The solution is used to assist both customers and the company’s internal infrastructure nationwide.
A Forward-Thinking Company Driving Remote Support Innovation
Media Commerce® is one of Colombia’s leading telecommunications operators. Its mission goes beyond connectivity. The company seeks to digitally transform clients with innovative solutions based on the principle: “We do things that improve life.”
“We realized our customers needed to evolve, and we wanted to be part of that change,” explains Camilo Andrés Mateus Baquero, CIO-CTO of Media Commerce.
The Challenge: Secure and Efficient Remote Support
In the fast-paced telecom sector, where availability is critical, Media Commerce faced challenges that are common across the industry:
- Difficulty providing remote support with strong security and traceability.
- Lack of session recordings and auditable logs.
- Client hesitation toward using non-certified or free tools.
- The need for a cross-platform solution without compatibility issues.
These challenges highlighted the need for a remote support platform that was both reliable and secure.
The Solution: A Corporate-Grade Remote Support Platform
After evaluating several tools, Media Commerce selected ISL Online for its simplicity, robustness, and enterprise-level security. The team was already familiar with the software (Camilo Andrés Mateus Baquero had used it previously as an end user) making it easier to trust in its reliability from the beginning.
The rollout was swift and seamless. With hands-on support from ISL Online’s technical team, more than 100 Media Commerce technicians were soon using the remote support solution with ease.
Key remote support benefits included:
- Session recording and full audit logs.
- Secure remote access to both company and customer devices.
- A user-friendly, cross-platform interface.
- Customizable branding, including logos and corporate colors.
- Fast, encrypted file transfers.
Results: Faster Remote Support and Enhanced Operational Security
By adopting ISL Online, Media Commerce achieved major improvements in remote support operations:
- Dramatically reduced response times, thanks to instant remote connections.
- A secure support environment with end-to-end encryption, advanced authentication, and complete session control.
- Improved user experience for internal teams and clients, with professional, real-time remote support.
“With ISL Online, we optimized our support process without compromising security. Now we can connect in seconds and resolve any issue in real time,” says Camilo.
Why Media Commerce Recommends ISL Online for Remote Support
When asked to define ISL Online, Camilo describes it simply:
“It’s a secure remote support tool that lets us connect efficiently without sacrificing productivity.”
For those still comparing tools, his recommendation is clear:
“ISL Online stands out for its ease of use, high level of security, and effectiveness. It has empowered us to provide fast, professional, and reliable remote support, all while ensuring data remains protected.”
— Camilo Andrés Mateus Baquero, CIO-CTO of Media Commerce
We hope you found Media Commerce’s experience insightful.
Remember, our remote support solution is not conventional.
It’s built with security at its core.
And that makes it rare.