New and unexpected level of service for clients
Greenline Pet is a three-year old software-as-a-service (SaaS) start-up that makes redeeming coupons and rebates on commonly-used pet medications easier – for both pet owners and veterinarians.
Greenline Pet software requires an install on a clinic’s server. Early on, the company realised that it would be far more beneficial if they could manage the entire installation virtually instead of asking a clinic to do it for themselves. “Yes, our software is fairly easy to set up, and I could talk you through it on the phone. But when we manage the whole installation, it brings a new level of service that’s unexpected and appreciated. It creates another point of differentiation for us,” explains Nick Meurrier, partner and Director of Sales and Operations at Greenline.
In the veterinarian world, outside of the major corporate veterinarian groups, there are essentially 26,000 “mom and pop”-like operations nationwide. “It’s imperative that we work seamlessly with a wide-variety of operating systems, be compatible with multiple hardware configurations, and adapt to individual degrees of technical aptitude.”
Remote installations in under nine minutes
These scenarios are what led Greenline to rely on remote access tools as an essential part of its business. “We could tell a client, ‘if you just go to your computer, we can remote in, set it up, and do everything for you in under nine minutes’, it’s was a win-win for both of us. That’s how these remote installations became a core part of our service offering.” But, the problem, Meurrier says, was identifying the best software to remote in with.
The long, hard road to find the best remote access software
“As a start-up, in the beginning, of course we looked for the cheapest remote access options. We changed products a lot during our first two years in business because the tools just didn’t work a lot of the time, and we needed something that could work in at least 90% of the environments we encountered,” Meurrier recalls. Now, Meurrier and his team can say they are finally settled and satisfied with ISL Online.
Unmatched connection success rate
In the year that Greenline has been using ISL Online for virtual installations, it has achieved an impressive 98% success rate with virtual installations, even among its technologically-diverse clientele. Meurrier adds, “ISL Online is phenomenal and hands-down better than anything we’ve used before. We’ve never had this success rate with any other remote access software. Plus, their annual pricing is good and we know they’re not going to add on fees for new releases. Our clients find ISL Online easy to use, too. They just go to our website and hit the join button. It doesn’t get any simpler than that.”
Live chat software included in the license
The team is now exploring new ways to integrate ISL Online into its business this year. “We’re updating our website now and want to add ISL Online Live Chat feature and white label option to completely customise our client’s experience. Both will help us up our game even more as we expand our reach and launch new products. The ISL Online team has even offered to help us set that up so we can focus on growing our company.” By now, ISL Online has become a favourite vendor and partner of Meurrier and his team. “ISL Online helps us remove barriers for our customers, and that makes it easier for us to grow our business. We love ISL Online. We are completely happy.”
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