Empowering AU Small Finance Bank’s remote workforce with ADSelfService Plus

Business challenges

• High volume of password-reset requests: AU Small Finance Bank's IT help desk was overwhelmed by 100–200 daily calls solely for password resets.
• Support for remote and field employees: A major percentage of the bank's staff and collection executives who were working remotely or traveling lacked a convenient way to manage password changes.
• Time constraints on the IT team: The manual reset process consumed four to five engineer hours daily, preventing focus on higher-value IT and security initiatives.

The problem

AU Small Finance Bank's IT team, led by Senior Vice President Vikas Narula, was encountering persistent operational bottlenecks due to manual password resets.

According to Narula, the bank implemented a policy directing employees to change their passwords once every 60 days. Although beneficial for the organization's identity security, this mandate had put a strain on its remote employees and field staff, who were unable to reset passwords from their respective locations. Due to this constraint, AU Bank's remote staff are required to visit the office premises to reset their passwords. The lack of an option for employees to reset passwords on their own was impeding both IT productivity and the overall user experience.

The solution

ManageEngine ADSelfService Plus was introduced at the bank approximately four years ago, with the primary goal of empowering remote users to reset forgotten passwords through their browser—anywhere, anytime. He also added that his team found tangible benefits with ADSelfService Plus implementation, especially with regards to help desk calls.

The bank rolled out ADSelfService Plus with minimal training for its employees—just a document outlining the standard operating procedure and a few screenshots were sufficient. Within a month, adoption soared and password reset calls plummeted.

Notably, the solution also helped the IT team reclaim four to five hours of daily administrative effort previously spent handling routine resets, redirecting that time toward infrastructure and endpoint security initiatives.

Narula commended ManageEngine's support team for its ability to tailor solutions to the customer's unique needs.

He also noted how ManageEngine's support team was able to customize the solution's deployment within eight to ten days.

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/.