Increased team productivity, lower costs and more flexible remote support thanks to ISL Online
- • Country: Brazil
- • Employees: 1,300
- • End users: 35,000
Faster Problem-solving, Greater efficiency
Alterdata – one of the largest software companies in Brazil – needed a more sophisticated remote support solution that would allow them to provide a quality service to any customer regardless of their operating system, computer, mobile device or level of computer skills. The solution needed to be installed on Alterdata’s own server and assure limitless use.
For years, Alterdata had been relying on UltraVNC, open-source remote desktop software limited to Microsoft Windows and single-monitor displays.
After testing industry mainstream solutions, ISL Online seemed to meet all of Alterdata’s requirements. Alterdata decided to deploy ISL Online’s Corporate Server License plan.
“Of all technologies we have tested, ISL Online was the only one to provide customisation in terms of security and layout with transparency and efficiency. It is of utmost importance for Alterdata to have a solution in our own environment, because it makes us feel more confident to be able to manage and handle the system in house.
Since Alterdata has a unique Support Control peculiarity, only a very flexible solution was actually able to meet our needs, and that’s exactly what we found in ISL Online,” said Rodrigo Loures, Alterdata’s IT Manager.
Why ISL Online
Alterdata’s motto is to develop quality software products and deliver a great service to go with them. With that in mind, they are on a constant lookout for options to enhance customer service.
Alterdata’s key criteria for choosing ISL Online Corporate Server License was:
- • Works great in all environments
- • No limits on the number of users, either on the technical representative side or the remote client side
- • Installed on the user company’s own server
- • Full control over the service
- • Standard and additional levels of security
- • Software customisation
- • Possible integration into the client’s existing systems
- • Support for all major operating systems: Windows, Mac OX, Linux, Android, iOS, and Windows 10 Mobile
Alterdata Accelerates Remote Desktop Support
After implementing ISL Online, installing it on a single virtual machine, Alterdata started running as many as 200 simultaneous remote desktop sessions. ISL Online’s simple user interface and its many features such as on-demand remote support and unattended remote access helped Alterdata successfully service clients from a variety of sectors and locations.
ISL Online’s high-quality sessions delivered an average 2MBps per server with over 400 sessions per server – much faster than the 256Kbps to 512Kbps for a low-quality screen sharing session Alterdata experienced with its previous solution.
Upgrading to the Private Cloud
The effectiveness of ISL Online convinced Alterdata to upgrade their Corporate Server License, installed on one server, to a more powerful Private Cloud, a solution that procided a perfect combination of independence and control of a dedicated environment, and thus enhanced security, power, redundancy, and ease of use of a cloud.
With the ISL Online Private Cloud, Alterdata was finally able to channel a majority of technical support requests to the remote desktop support service, which gradually pushed its activities from running up to 200 simultaneous sessions a year before to incredible 900 simultaneous sessions today.
Alterdata’s monthly stats sum up to almost 60,000 hours of remote desktop sessions, with an average of about 40 minutes per session, and 2.76TB of files transferred.
One Million Sessions a Year
As Alterdata’s primary remote desktop solution, ISL Online has enabled nation-wide client tech support accounting for a 2.6 million remote support sessions in just three years.
If we sum up the overall time Alterdata has spent connected to remote computers, we get 1,734,159 hours or 198 years in total, in which they transferred 67.63 TB of data.