Towne Mortgage Company transforms its IT operations with ADSelfService Plus

Business challenges

• Enhanced password policies: The company needed a solution that could implement more complex password policies than the basic Active Directory setup.
• Usability: It was essential to find a solution that would seamlessly integrate with the employees' workflow without being burdensome.
• Security: Given the nature of their business, ensuring that passwords and user data remain secure was paramount.
• IT helpdesk efficiency: The frequency of password reset requests was impacting the IT helpdesk's workflow.
• Smooth onboarding: The company sought a smooth onboarding process with comprehensive insights into the product's intricacies.

The Problem

In the rapidly evolving world of mortgage and finance, ensuring robust digital security is paramount. Towne Mortgage Company, despite its advanced digital infrastructure, grappled with the challenges posed by its password policy framework. Their current setup, based on Active Directory, was limited in its capability to enforce the desired levels of password complexity. Specifically, the company could only enforce three out of four categories for password policies, which was not enough to meet their security needs.

Randy Temple, the Chief Information Officer, highlighted this issue, stating, "The biggest pain point was only being able to enforce three out of four categories of passwords." This limitation was more than just a technical hiccup—it posed potential security risks, making the company vulnerable to breaches and unauthorized access.

Apart from the security concerns, the usability and adaptability of any new solution was of significant concern. Given that the prospective solution, ADSelfService Plus, was primarily an end-user portal, it was essential to ensure that the system was intuitive and user-friendly. After all, a security solution is only as strong as its weakest user. Randy voiced the sentiments of many, mentioning, "As long as it's something that doesn't become burdensome for them, then they like it". The challenge was to find a solution that balanced stringent security measures with user convenience and adaptability.

The outcome

The integration of ADSelfService Plus marked a transformative phase for Towne Mortgage Company's IT operations. Not only did it address the initial challenge of a robust password policy, but it also brought about a host of other benefits that streamlined the company's operations.

Randy Temple, reflecting on the implementation of ADSelfService Plus, shared his appreciation for the system's flexibility and ease, stating, "It's very flexible...easy to set up, and there's minimal impact to business operations with deploying it". This adaptability meant that the transition was smooth, and employees could seamlessly adapt to the new system without any significant hitches.

One of the most notable outcomes was the dramatic reduction in the workload of the IT helpdesk. Before ADSelfService Plus, password reset requests were a frequent interruption, hampering the helpdesk's efficiency. With the new system, employees could handle most of these minor issues independently. Randy elaborated on this, saying, "They have less password resets to do...it's a big gain for the helpdesk". This shift not only improved the efficiency of the helpdesk but also empowered the employees, giving them more control and reducing wait times.

The onboarding process was another highlight for Towne Mortgage Company. With comprehensive training and support, the company could understand the intricacies and nuances of the product thoroughly. Randy praised this process, saying, "All expectations were met and then some...I greatly benefited from the onboarding process". This smooth onboarding ensured that the company could utilize the full potential of ADSelfService Plus from the get-go.

Randy's endorsement of the product was unequivocal. Not only did he appreciate the product itself, but he was also impressed with the support and services provided, proclaiming, "Everything about it is great".

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.