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Worldwide Flight Services' help desk soars above password reset calls at JFK International Airport

COMPANY: Worldwide Flight Services (WFS)

INDUSTRY: Flight Services

LOCATION: John F. Kennedy International Airport; New York, USA

ABOUT THE COMPANY: Worldwide Flight Services (WFS) is one of the world's leading ground handling organizations providing high-quality cargo, passenger, premium, ramp, baggage, and technical services to over 300 airports and airlines globally. Their network spans over 198 major airport locations in over 22 countries on five continents. As their business continues to grow, they remain deeply rooted to an important principle: it’s not the biggest company that succeeds, it’s the best.

“We have 3,000 people working here. It definitely did reduce the volume of help desk calls, We love the product. It works very, very well..”

- Gwen Schulze, WFS's IT infrastructure manager at JFK

The challenge: Too many password-related help desk requests

Operating from John F. Kennedy International Airport (JFK), one of the busiest airports in the United States, is no easy task. For WFS, offering technical support at JFK brings its own set of challenges. Like any group delivering IT services, it's important for WFS's IT team to work closely with their customers to better understand their requirements and ensure that they meet these customers' expectations.

One of WFS's biggest challenges was managing their help desk calls. After some analysis, they identified that the majority of these calls were due to password management problems. This large volume of help desk calls started taking its toll on the IT team's productivity, which is when WFS decided to start looking for a solution.

Choosing a password management solution: ADSelfService Plus

WFS decided to implement ADSelfService Plus, a self-service password management solution, to eliminate password-related help desk calls. Some of the main draws for them were ease of installation, price, and support.

As far as deployment went, Gwen Schulze, WFS's IT infrastructure manager at JFK, said, "We had no problem setting it up. The deployment process was simple and cost-effective."

With ADSelfService Plus in place, end users at WFS finally have an easy, reliable, and secure way to reset their passwords on their own.

The result: Self-sufficient end users

Right after deploying ADSelfService Plus, Schulze said that users became more self-sufficient, and there was very little help desk contact required for password management, which was a major change for WFS. "We have 3,000 people working here. It definitely did reduce the volume of help desk calls," said Schulze. She also rated the services provided by ADSelfService Plus' technical support team as "excellent."

With ADSelfService Plus at work, WFS's IT team members can use the time they would have spent on password reset requests on more important tasks. From the business side of things, being able to quickly resolve their own password problems helped end-users at JFK be more productive, since they're no longer facing downtime while waiting for their password to be reset.

Schulze's final thoughts on ADSelfService Plus? "We love the product. It works very, very well." With a self-service password management tool in place, WFS is that much closer to achieving their dream of consistently being one of the world's best ground handling organizations.

About ADSelfService Plus

ADSelfService Plus is a secure, web-based password reset program that allows domain users to perform self-password reset, self-account unlock, and self-update of personal details in Active Directory. By automating password resets and account unlocks, ADSelfService Plus helps eliminate the leading source of help desk calls and their associated expenses on a large scale, while also optimizing employee productivity. Learn more about ADSelfService Plus at

About ManageEngine

ManageEngine is bringing IT together for IT teams that need to deliver real-time services and support. Worldwide, established, and emerging enterprises—including more than 60 percent of the Fortune 500—rely on our real-time IT management tools to ensure tight business-IT alignment and optimal performance of their IT infrastructure, including networks, servers, applications, desktops, and more. ManageEngine is a division of Zoho Corporation with offices worldwide, including in the United States, India, Singapore, Japan, and China. For more information, please visit; follow the company blog at, find us on Facebook at, and follow us on Twitter @ManageEngine. 

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