After deploying ADSelfService Plus, the support calls dropped by 30 percent and now our help desk team have time to focus on other important tasks. Our employees are happy because they have a solution to help them deal with password troubles on their own!
Mitra Adiperkasa Empowers its Employees to Handle Password-related Troubles using ADSelfService Plus.
Mitra Adiperkasa (MAP) is a leading lifestyle retailer in Indonesia operating over 2,200 retail stores throughout 71 Indonesian cities. MAP is also a retailer for more than 150 international brands which includes Starbucks, Marks & Spencer, Zara, Reebok, among many others. Headquartered in Central Jakarta, Indonesia, it has over 23, 000 employees and featured in ‘Fortune Indonesia’s Most Admired Companies’ in 2012.
MAP’s IT Team was Swamped with Password-related Calls.
MAP’s IT service desk frequently faced a high volume of support requests related to forgotten passwords, locked out accounts and expired passwords. This caused an adverse effect on the organization's IT expenses and also took a toll on employee productivity.
The Head IT staff of MAP said, "The biggest challenge was that we were unable to help remote employees reset their forgotten or expired passwords."
ADSelfService Plus Dons the Cape for MAP!
MAP began searching for a solution that would give employees the ability to reset their forgotten passwords, and unlock locked-down accounts, on their own without requiring the IT team's assistance.
MAP soon found the right solution for them in ADSelfService Plus, a comprehensive Active Directory self-service password management and single sign on solution. When asked why they chose this solution, they said, "ADSelfService Plus offers a rich feature set and is competitively priced. We thought we'd give it a try and we have to say that we are happy with the results."
How ADSelfService Plus helps: Self -Service Password Management and Password Expiration Notifier
With over 2,200 retail stores, most employees were bound to work remotely and they entirely depended on help desk technicians to deal with forgotten and expired passwords. Also, as the remote employees were mostly on the move, they operated in a different time zone or went outside the range of their corporate network. Even the IT team couldn't overcome this bulwark.
ADSelfService Plus helped MAP's remote employees reset their forgotten passwords by updating the local cached credentials in their machines. To ensure security, employees are required to prove their identity through authentication methods such as security questions and answers, SMS or email-based verification codes, Duo Security, RSA SecurID and Google Authenticator. Once their identity is verified, they will be able to reset their Active Directory domain password even when they're connected to the network remotely.
Furthermore, ADSelfService Plus' password expiration notifier allowed MAP’s IT admins notify their employees about their impending password expiration via email, SMS, or push notifications.These reminders can be scheduled to alert specific users daily, weekly, or on specific days before password expiration.
Result: Numbers Speak the Truth!
The IT team of MAP witnessed notable change in their organization right after they deployed ADSelfService Plus. As the mundane help desk calls were eliminated, MAP realized reduced IT expenses, improved security, and a happy IT workforce.
In the words of the MAP's happy IT team, "After deploying ADSelfService Plus, the support calls dropped by 30 percent and now our help desk team have time to focus on other important tasks. Our employees are happy because they have a solution to help them deal with password troubles on their own!"