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Buyer's Guide
Remote Access
June 2022
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CEO at Parcom d.o.o. Nova Gorica
User
Top 20
Intuitive and reliable with a useful “always-on” connection
Pros and Cons
  • "We can also monitor our systems at any time from practically anywhere."
  • "There could be a section in the menu describing the new features and changes."

What is our primary use case?

We primarily use the product for offering remote technical support to our clients and customers. We are an outsourcing IT company, and we provide services and support to various businesses in our region.

We use ISL whenever we have the possibility of connecting to clients remotely. This allows us to be much faster and more flexible in regards to solving any technical issues our clients may have. As ISL works across most operating systems, it allows us to have a single product that covers all areas of our operation.

How has it helped my organization?

We are more responsive and efficient now. We can monitor and connect with our clients within minutes of opening the ticket. It helps us to save on cost and time in travel to client's premises.

We can also monitor our systems at any time from practically anywhere. The software is very intuitive to our customers, therefore, we don’t have to spend a lot of time explaining to them how to use it and how to establish the connection.

The solution is also very easy to operate. It only takes a few minutes to train new employees.

ISL allows us to be quick to react and it's also friendly to people who are not most proficient with computers.

What is most valuable?

Since we only have to provide an eight-digit number to our customers, it makes the whole process much easier and faster. Some clients have become so familiar with the product, that they have it already ready when we call them and they only ask, “what is the number”. The icon is also very distinguishable, so it’s easy to explain to the customers what to look for on the website or the desktop.

The ability to set an “always-on” connection is very valuable, as we don’t have to interact directly with the clients to establish the connection. It also allows for a fast glance at the operation of the systems, to see if they are online or not. The ability to save the computers and categorize them in groups also saves us time.

The stability and reliability of the whole system are very valuable and In our many years of use, we haven’t had one incident, where we weren’t able to provide remote assistance because of ISL issues.

The sessions can also be paused and transferred to another operator. That way, if one operator has issues, they can be transferred to another technician, without interruption from the client-side. Since everyone can see the active sessions, we can also collaborate much easier.

What needs improvement?

I would like to have the feature of seeing the details of the past sessions and for them to be segmented based on the PC name of the technician or some other metric and the name of the remote PC. That would make for an easier overview of the product use per technician and make for easier documentation.

It would also be nice to have more information about the new features as they are being rolled out. There could be a section in the menu describing the new features and changes.

Overall the solution is stable and mature.

For how long have I used the solution?

We have been using the solution for more than ten years - since 2010.

What do I think about the stability of the solution?

It is really stable; we didn’t encounter any downtime or any significant issues.

What do I think about the scalability of the solution?

I don’t see any issues regarding the scalability of the solution. If we need more licenses, it’s easy to contact the support and resolve the issue.

How are customer service and support?

The customer support is very good. They respond quickly and provide quality support.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

Before ISL we were using TeamViewer. However, due to various issues, we were looking for a replacement and ISL offered everything we needed at a good price.

With TeamViewer the clients had to install the software, there were always version discrepancies and the general confusion with the ID and password.

ISL offers a quick solution that doesn’t need any installation on the client-side.

How was the initial setup?

The initial setup was very straightforward. We just installed it and integrated it into the website. It didn’t take long before our customers became used to it and started to prefer it over the previous TeamViewer.

What was our ROI?

The ROI is very good, it pays off within weeks of regular use.

What's my experience with pricing, setup cost, and licensing?

I would advise the new users to simply try using it with the evaluation license and see if it fits your business needs. 

Which other solutions did I evaluate?

We transitioned directly from Teamviewer to ISL. We first used the evaluation version of ISL and since we were pleased with the solution, we decided to purchase the license.

What other advice do I have?

Overall, we are very pleased with this solution, for us, it simply works 99.9% of the time.

Disclosure: I am a real user, and this review is based on my own experience and opinions.
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Clerk at a insurance company with 51-200 employees
Real User
Top 20
Scalable and stable with an easy initial setup and valuable SOS Support
Pros and Cons
  • "The initial setup is simple."
  • "The integration features could be better."

What is our primary use case?

We use the latest update.

As our staff works from home nowadays, we make remote use of the solution in respect of  the local desktop at our premises. We also employ it for providing remote support. 

What is most valuable?

The SOS Support is a most valuable feature. We have remote access from our phone. There is no need to install the software and we can do it on the cloud. As the software still supports our main purpose, we do not have much issue with it at present. 

The user interface and configuration are easy and user friendly. 

What needs improvement?

The price of the solution is middling. 

The integration features could be better. Going forward, the appearance or way to remote or add security could stand improvement. 

For how long have I used the solution?

We have been using Splashtop Remote Support since March.

What do I think about the stability of the solution?

I have no issues with the stability of the solution at present. 

What do I think about the scalability of the solution?

The scalability is fine. I have no issues with it. 

How are customer service and technical support?

We consider the SOS support to be of great value. 

We have not really been in contact with technical support. Not much has changed on our end. We just carry on with the product. We really only made use of technical support during the initial setup. 

Which solution did I use previously and why did I switch?

Prior to using the solution, we used TeamViewer. This latter offered us use of TeamViewer Tensor, although the price of this solution is greater than that of Splashtop Remote Support, which is in the purview of management. 

How was the initial setup?

The initial setup is simple.

What about the implementation team?

We handled the initial setup on our own. 

The solution does not require maintenance, just regular updates. 

What's my experience with pricing, setup cost, and licensing?

The price of the solution is mid-ranged, although it is more cost effective than that of TeamViewer. 

What other advice do I have?

When it comes to the use of remote apps, there are only around 10 users making use of the solution in our company. 

I would recommend the solution to others who are looking for remote accesss, similar to that our company. 

I rate Splashtop Remote Support as an eight out of ten. 

Which deployment model are you using for this solution?

On-premises
Disclosure: I am a real user, and this review is based on my own experience and opinions.
Buyer's Guide
Remote Access
June 2022
Get our free report covering TeamViewer, BeyondTrust, TeamViewer, and other competitors of TeamViewer Tensor. Updated: June 2022.
608,010 professionals have used our research since 2012.