Ankura amplifies its IT efficiency with ADSelfService Plus

Business challenges

• Need for synchronization: Ankura required a tool to synchronize passwords between two domains.
• User experience: It was crucial to introduce a system that was user-friendly and reduced the number of helpdesk calls.
• Password reset solutions: The company was in search of a more efficient password reset solution.
• Adaptability: The solution had to be flexible enough to adapt to different environments.
• Onboarding: Ensuring a smooth and efficient onboarding process for the new employees.

The Problem

Ankura had previously utilized ADManager Plus from ManageEngine and was familiar with a few of their applications. The challenge arose when they needed a system that could seamlessly synchronize passwords between two domains, especially over the internet. The conventional methods in place weren’t meeting the efficiency and user experience standards that Ankura aimed for. Ramy Ayoub, IT Administrator at Ankura, emphasized the need, saying, "We were trying to get a new tool to be able to sync the password between two domains and over the internet. That's how we found ADSelfService Plus."

While looking for solutions, Ankura also considered the user experience. They desired a tool that not only functioned efficiently but also provided users with multiple avenues to reset their passwords—whether through the web, their phones, or the login screen. This would reduce the burden on the helpdesk, a crucial goal for the company.

The outcome

Integrating ADSelfService Plus was transformative for Ankura. Ramy highlighted the convenience it brought, stating, "The idea that you have multiple ways to receive the password... makes it more fancy and nice for the user, reducing the number of calls to the helpdesk." The system's adaptability was evident as it catered to different environments, albeit with some tweaks.

One of the most notable impacts was the significant reduction in helpdesk tickets. Ramy mentioned, "We saw multiple users through the reports using the tool, meaning they didn't call the helpdesk. The helpdesk manager said that we only got one ticket on how to use it." This speaks volumes about the system's user-friendliness and efficiency.

When asked about the product's usability, Ramy confirmed, "The solution works fine, does what it's supposed to do." He appreciated the product's features, such as auto-enrollment and syncing across devices without VPN. The onboarding process was also rated highly, with Ramy giving it a perfect score: "On a scale of 1 to 10, it was 10."

Highlighting the best feature of ADSelfService Plus, Ramy said, "The user can receive the password from anywhere," illustrating the freedom and flexibility the product offers. He added, "I like to [retrieve] through my phone, like a good link and send my password, that's a nice tool, a nice way."

About ADSelfService Plus

ADSelfService Plus is an identity security solution to ensure secure and seamless access to enterprise resources and establish a Zero Trust environment. With capabilities such as adaptive multi-factor authentication, single sign-on, self-service password management, a password policy enhancer, remote work enablement and workforce self-service, ADSelfService Plus provides your employees with secure, simple access to the resources they need. ADSelfService Plus helps keep identity-based threats out, fast-tracks application onboarding, improves password security, reduces help desk tickets, and empowers remote workforces. For more information about ADSelfService Plus, visit https://www.manageengine.com/products/self-service-password.