Case Study: Datalab reduces support costs by 70% with ISL Online

Higher performance, improved security plus a 70% reduction in support costs

Datalab, a business software company in Slovenia with 100 employees and 50,000 end users, needed a faster, more cost-effective way to deliver support as it expanded internationally. Its existing personal customer support had become too expensive and was beginning to affect consultant performance, so it looked for a better remote support solution from ISL Online.

ISL Online provided Remote Support (ISL Light), integrated with Datalab’s helpdesk and billing systems in just one week. The solution enabled secure remote sessions with chat, VoIP, video, file transfer, and on-screen drawing, while session management supported accurate billing; as a result, Datalab cut support costs by 70% and improved response times through faster problem resolution.

Datalab

Andrej Mertelj

Chairman of the Executive Board