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ADSelfService Plus Helps Community Bank Improve Technicians' Efficiency

About the Company

Community Bank, N.A.’s roots can be traced back to 1866, when its predecessor, St. Lawrence County National Bank, was chartered. The bank then expanded into the Northern Tier, Southern Tier, Western New York, Pennsylvania, Vermont, and Western Massachusetts. Today, Community Bank has more than 3,000 employees and is a wholly owned national banking subsidiary of Community Bank System, Inc.

Business Challenge

Hillary Lee, assistant IT manager for the technology support department at Community Bank, understood it was inefficient to have the bank’s technicians respond to password service requests manually. Apart from increasing the workload of technicians, that process also stalled time-critical work for employees. Nonetheless, the IT team sought to end their password service ticket woes, and selected ManageEngine's ADSelfService Plus for its solution.


Community Bank, N.A.


Financial services



Hillary Lee, assistant IT manager at Community Bank, N.A., said,

"ADSelfService Plus has decreased the amount of time that we have spent unlocking user accounts and resetting user passwords."

ADSelfService Plus Proves to Be a Catalyst for Efficiency

With simple configurations and ready-to-use features, Lee and team implemented and began using ADSelfService Plus at Community Bank in no time. We checked in with Lee to see how the solution was working out.

"It's been about two to three years since we began using ADSelfService Plus," Lee said. "ADSelfService Plus has decreased the amount of time that we have spent unlocking user accounts and resetting user passwords." When asked how the solution has helped her organization reduce the amount of password service tickets sent to the help desk, Lee said, "The constant flow of that in the IT field is inevitable. ADSelfService Plus has really cut down on that for us."

When asked if the solution was user-friendly, Lee offered, without hesitation: "It does not take too much time for end users when they can just read the screen and perform a self-service password reset on their own. They do not have to worry about bugging us, or waiting to get their ticket or call answered."

Lee summarized Community Bank's experience this way: "Using ADSelfService Plus has made our support technicians more efficient by helping reduce the number of password reset tickets and related tasks they need to resolve. They can focus their time and effort on other support tasks. Our users can now handle self-service password resets on their own." This proves, beyond a doubt, that ADSelfService Plus continually benefits Community Bank.

About ManageEngine ADSelfService Plus

ADSelfService Plus is an integrated Active Directory (AD) self-service password management and SSO solution. It offers password self-service, password expiration reminders, a self-service directory updater, a multi-platform password synchronizer, and SSO for cloud applications. ADSelfService Plus supports IT help desks by reducing password reset tickets and spares end users the frustration caused by downtime.

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