TL;DR: UK-based MSP Kanj Technologies has used ISL Online as its remote support software for MSP operations since 2008. What started as a three-person team managing around 90 devices has become a 16-person operation supporting approximately 1,700 endpoints across EMEA, India, and Japan.
In this interview, Founder and Managing Director Robin Kanjilal explains how remote desktop access became central to their service delivery, and what MSPs should look for when choosing a remote support platform built for scale.
A 17-year partnership built on reliability, security, and the ability to support clients across three continents without adding headcount.
What is ISL Online?
ISL Online is a remote support software platform designed for IT teams and MSPs, as well as a secure remote access software solution for managing client devices at scale. It provides both unattended remote access, where technicians connect to devices without a user present, and on-demand, user-granted remote sessions for live support. It holds ISO 27001, GDPR, and HIPAA compliance certifications, making it a strong fit for MSPs with enterprise or regulated clients.
Choosing remote support software for an MSP
You’ve been with ISL Online since 2008. How did you first come across it, and what made you choose it?
We heard about ISL Online through IT channels. At the time, we had no existing remote support solution and were starting from scratch. Our key decision criteria were ease of deployment, connectivity, and price. We needed a remote desktop software solution that allowed us to connect quickly and identify machines easily within our portfolio. ISL Online met those requirements from the start.
Was security part of the decision process?
Absolutely. We hold ISO 9001, 27001, and 22301 accreditations, so any remote support software we use must meet the same standards. ISL Online being ISO 27001, GDPR, and HIPAA compliant gave us confidence that compliance requirements could be met, both internally and for our clients.
“I’d recommend ISL Online without hesitation to any IT peer, 10 out of 10. It’s streamlined, clean remote access with all the modern features. We also prefer keeping our remote support platform separate from our PSA, which gives us more flexibility and control.”
Robin Kanjilal
Founder and Managing Director, Kanj Technologies
Why remote support software is non-negotiable for MSPs
For MSPs, remote support software is not a convenience, it is the foundation of scalable service delivery. Without reliable remote desktop access, managing hundreds or thousands of endpoints across different geographies is simply not practical.
For Kanj Technologies, it enables:
- support across multiple regions
- reduced need for onsite visits
- faster response times
- the ability to scale without increasing overhead
Remote access is what makes the economics of an MSP remote management work at scale.
Scaling from 90 to 1,700 devices
You now manage around 1,700 devices. How has remote support software contributed to that growth?
When we started, we were operating at a much smaller scale. Today, we manage a significantly larger environment with a growing team and client base. Remote support software and reliable remote access software have been key factors in that growth. The ability to connect instantly to systems anywhere makes it possible to support clients across EMEA, India, and Japan, without needing engineers on the ground in every location.
It also reduces the need for travel, simplifies coordination across time zones, and allows us to deliver consistent support regardless of where the client or the engineer is located.
Looking back over 17 years, how has the partnership evolved?
We started with a clear need and ISL Online met it from day one. But what keeps you with a vendor for 17 years is not just the product — it’s the support behind it. The ISL team has been responsive and reliable throughout, which has built trust over time. That long-term consistency is a key reason we’ve been able to rely on the platform as we’ve grown. The fact that we’re still using it today says everything.
Day-to-day MSP operations: what the numbers look like
Most sessions involve OS-level issues on macOS or Windows, or general system troubleshooting. Here’s how the team’s remote support activity breaks down in practice:
One feature clients consistently value is the ability to grant access themselves and end sessions at any time. This kind of user control is important for building trust, particularly with clients who are unfamiliar with how remote desktop access works.
The three features that matter most for MSP efficiency
Clean user interface
Engineers handle multiple sessions at once. A cluttered UI slows them down. ISL Online’s interface is clear and consistent, reducing cognitive load during busy support windows.
File transfer
The ability to push files or tools to a client machine during a session eliminates the need for separate delivery methods and keeps resolution times short.
Built-in tools section
Lets engineers run diagnostics and troubleshooting utilities without permanently installing anything on the client machine, keeping endpoints clean and sessions self-contained.
Remote IT support from anywhere
Has mobile access made a real difference in practice?
Yes. In one case, an engineer was already at the airport when a client needed urgent support. The client preferred working with that specific engineer due to their familiarity with the environment. Instead of delaying the request or handing it off to someone else, the engineer connected from a mobile device and resolved the issue immediately.
Being able to provide remote IT support from anywhere helps us respond faster and maintain continuity for clients, even when engineers are travelling. That kind of reliability is a big part of what makes clients trust you over the long term.
A long-term partnership built on trust
After 17 years, the most telling endorsement isn’t the metrics, it’s the fact that Kanj Technologies has never felt the need to look elsewhere. Their growth from a 3-person startup to a 16-person MSP managing 1,700 devices across three continents happened alongside ISL Online, not despite any limitations of the platform.
For MSPs evaluating remote support software, this case study illustrates something important: the right platform isn’t just about features. It’s about whether you can rely on it when your clients depend on you, across time zones, on mobile, under pressure, year after year.
“What keeps you with a vendor for 17 years is not just the product — it’s the support behind it.”
Robin Kanjilal, Founder and Managing Director, Kanj Technologies
Want to see how it works in your environment?
Try ISL Online free for 15 days and explore remote support software built for MSPs.
MSP Frequently Asked Questions About Remote Support Software
What is remote support software for MSPs and how does it work?
Remote support software allows managed service providers to access, troubleshoot, and manage client devices over the internet without needing to be physically present. MSPs typically use it in two modes: unattended access, where the technician connects to a device without a user present (useful for maintenance, patching, and after-hours work), and on-demand access, where the client grants permission for a live session. The best platforms provide fast connection times, strong encryption, and compliance with standards like ISO 27001 and GDPR.
How do MSPs use remote desktop software day-to-day?
MSPs use remote desktop tools to connect to client machines, diagnose and resolve issues, transfer files and tools, and run diagnostics, all without physical access. In practice, a well-optimised MSP workflow looks like this: a ticket is raised, an engineer connects within seconds, resolves the issue (often in under 10 minutes), and closes the session. For Kanj Technologies, around 90% of issues are resolved in the first session, which is a strong benchmark for any MSP to compare against.
Why is unattended remote access important for MSPs?
Unattended access allows technicians to connect to devices without requiring a user to be present or to grant permission in the moment. This is essential for MSPs managing large device fleets across multiple time zones, as it enables maintenance, updates, and proactive troubleshooting outside of business hours. It also reduces the friction of reactive support, engineers can investigate an issue the moment it’s flagged, rather than waiting for a user to be available. Around 30% of Kanj Technologies’ remote sessions use unattended access.
What should MSPs look for when choosing remote support software?
The key criteria for most MSPs are: connection reliability and speed, security and compliance certifications (ISO 27001, GDPR, HIPAA), ease of use for both engineers and end clients, support for both unattended and on-demand access, mobile access for engineers on the move, and vendor responsiveness. Price matters too, but long-term MSPs often find that reliability and support quality outweigh the cost difference between platforms. It’s also worth considering whether you want your remote support tool integrated with your PSA or kept separate for flexibility.
How does remote support software help MSPs scale?
Remote support software removes the geographic constraint from service delivery. Instead of needing engineers on-site or in every client location, MSPs can support clients globally from a central team. This directly improves the economics of scaling, adding new clients or devices doesn’t require proportional headcount growth. Kanj Technologies grew from 90 to 1,700 managed devices with a team that grew from 3 to 16. Each engineer now supports more than 4× the devices they did at the start, a clear demonstration of the operational leverage that reliable remote access enables.