Swizznet deploys AD360 to effectively tackle password-related support tickets

Business Challenge

Swizznet set up a 24*7 help desk to cater to its large customer base. The help desk was designed as a one-stop shop to tackle the technical difficulties that customers faced with their online solutions. What Swizznet did not anticipate was the kind of support calls they would receive. Many of the support calls were either on forgotten or expired passwords. This affected the help desk team's productivity because it spent most of the time solving trivial issues.

Solution

Swizznet looked for a solution that will help its help desk team tackle tickets effectively and easily. The team evaluated AD360's end-user password management module, ADSelfService Plus, and found it most flexible and affordable among the other products on the market. After deploying the solution, Swizznet was able to reduce the support calls drastically, saving several staff hours. The company naturally steered towards increased productivity and better customer satisfaction.

Upon seeing how impressive the password management module performed, Swizznet started using the AD management module of AD360. Unsurprisingly, the AD management of AD360 made life multiple folds easier for Swizznet's administrators.

Swizznet's chief operating officer was quite happy with the difference AD360 made to the company. He was impressed with the support team's quick and prompt response. The deployment process was simple unlike other solutions and took very little time to set up. Overall, he felt AD360 was a worthy investment.

Benefits of AD360

• Update personal information on AD
• Reduce critical password tickets
• Notify users via email or SMS of their soon-to-expire passwords
• Minimize help desk time and workload
• Verifies identity via SMS or email-based and two-factor authentication
• Generate user list and account status reports
• Address identity management password challenges using self service

About ADManager Plus

ADManager Plus is an identity governance and administration (IGA) solution that simplifies identity management, ensures security, and improves compliance. With ADManager Plus, manage the user life cycle from provisioning to deprovisioning, run access certification campaigns, orchestrate identity management across enterprise applications, and protect data on your enterprise platforms with regular backups. Use over 200 reports to gain valuable insights into identities and their access rights. Improve the efficiency of your IGA operations with workflows, automations, and role-based access control policies. ADManager Plus' Android and iOS applications help with on-the-go AD and Azure AD management. For more information about ADManager Plus, visit manageengine.com/products/ad-manager/.