A Large Retail Company’s Help Desk Ticket Volume Reduced by 90% With Avatier’s Self-Service Password Reset Solution

A Large Retail Company’s Help Desk Ticket Volume Reduced by 90% With Avatier’s Self-Service Password Reset Solution

Large retail corporations face many challenges in order to maintain a smooth operating procedure. The constantly-evolving environment of cyclical need for more employees during the holidays and a high turnover rate creates a nightmare for the help desk. In 2008, the Director of IT Security of one such retail company knew that he needed to bring order to the chaos to improve the efficiency of his help desk.

The Challenge

The Director of IT Security needed a solution for his company that accommodated their two concurrent Active Directory environments and cover spikes along with drops in employee count throughout the year. The diversity of the employees – ranging from teenagers to retirees – also had to be taken into account when considering the ease of transition and use.

The Solution

This particular large retail corporation found that Password Station, Avatier’s self-service password solution, would best fit their needs.

Benefits

Avatier’s Password Station allowed for account synchronization across multiple accounts with the company’s two instances of Active Directory. The full installation, even with the customization needed, took less than 45 days. As a result, help ticket volume was reduced by 90%, and the easy to use interface allowed their diverse employee population to easily pick up the new system. Employees can now self-enroll and reset their own passwords with ease, freeing up the IT Security team so they can turn their attention toward other projects.

Read the case study to learn more.

Written by Rowena Bonnette