Customer Satisfaction and Password Resets

Two recent customers of Tools4ever, a bank and a car dealership, brought to light a new value proposition of our password management solutions that I had not previously thought of.  In both cases, these clients have a great number of employees that spend the majority of their time interacting with clients.  Can you imagine a client’s frustration if a bank teller needed to wait on hold for 10-15 minutes to get the helpdesk online to reset a password? Worse yet, what if it was a Saturday and the helpdesk was unavailable, how much productivity would be lost?

Both of these organizations turned to Tools4ever for assistance. In the case of the bank, they were receiving 3-5 calls per day for password resets. By implementing Self Service Reset Password Manager (SSRPM) and Enterprise Single Sign On Manager (ESSOM), they were able to drive that number to virtually zero calls.  ESSOM reduces the number of credentials a user needs to remember down to one and SSRPM allows self-service should the employee forget that set. 

The auto dealership had an SSO solution that was being phased out by the vendor and support was coming to an end.  They knew the calls to the helpdesk would increase dramatically as users would go from 1 set of credentials to needing to remember between 5 and 10. Implementing the Tools4ever ESSOM solution fit the bill. All of their dealer and financial applications were easily accommodated. Taking it one step further, all employees were “pre-enrolled” into ESSOM. Their user names and password were entered into the database and encrypted. This means the end user never even are made aware of what their credentials are for the various applications. If some leaves, shutting off their ESSOM profile prevents access into any application.

I am always amazed at the new ways our customers find to utilize our products to increase productivity and, in this case, help insure their customers have a more positive experience.  For more information, please visit our website.