Innodata elevates identity security and user satisfaction with ADSelfService Plus

Business challenges

• Cumbersome credential resets: Employees frequently encountered errors while resetting credentials, leading to a high volume of manual help desk interventions.
• Scaling support post-COVID: With about 80% of Innodata's staff working remotely, traditional, help-desk-dependent password reset methods became inefficient and time-consuming for the organization.

The problem

Innodata's legacy credential reset system demanded that users sought IT intervention to change passwords, which resulted in operational friction.

The proliferation of remote work further escalated the problem, as the organization's office-centric support processes urgently needed a revamp when 80% of its staff moved offsite. Additionally, the absence of integrated two-factor authentication left a gap in Innodata's security posture. These challenges prompted its IT team to evaluate an identity security solution that can protect office and remote workforces alike.

The solution

Innodata began evaluating market options and found that ADSelfService Plus matched its expectations. The solution enabled fast, simple self-service credential reset, with its built-in multi-factor authentication being an added advantage. The ease of deployment impressed both users and administrators, leading to adoption.

ADSelfService Plus transformed Innodata's credential management process into a secure, self-service experience. Fitting with its remote-first strategy, users across devices and locations rely on the solution's unified portal and mobile application for quick password resets.

The deployment of ADSelfService Plus resulted in reduced password reset requests, enhanced security for endpoints, and improved user satisfaction. To illustrate the efficiency of ADSelfService Plus, Bisht noted how IT intervention in credential resets and its associated overheads went down drastically.

Innodata also benefitted from ManageEngine's responsive support team, highlighting their proactive approach towards ticket resolution. Bisht noted the involvement of ManageEngine's senior staff and prompt escalation when needed, underscoring dedication and collaborative resolution. Innodata's unwavering trust in ManageEngine was evident in its growing utilization of the latter's solutions to secure its IT assets.

Innodata's leadership also expressed satisfaction in how ADSelfService Plus delivered value, with Bisht summarizing, "ADSelfService Plus delivered good value for our investment."

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/.