Donegal Group is a collection of insurance companies operating under a unified brand. Based in the United States, the organization supports around 900 users across multiple entities. With a strong focus on IT infrastructure, Donegal manages both on-premises and cloud environments, including AWS, through a centralized IT team.
Donegal Group
Banking
United States
Donegal's IT team faced frequent help desk requests for password resets and account unlocks, especially on Mondays, when users often returned to work with expired or mistyped credentials. Users would either raise tickets or wait 15-20 minutes for automated unlocks, losing productivity in the process.
Native Active Directory (AD) tools lacked transparency around password policy violations, frustrating both users and administrators. Help desk staff had to spend valuable time on simple, repetitive requests, which impacted their ability to focus on complex support issues.
“Before ADSelfService Plus, 90% of users would just take a 15-20 minute break instead of dealing with the ticketing process. Now, they just unlock [their accounts] themselves—quick and easy.”
The team at Donegal actively evaluated multiple solutions to enhance password management and reduce help desk load. Two key reasons led them to choose ADSelfService Plus:
Knowing that the product worked without constant oversight gave the team confidence. The decision was reinforced by the solution's balance of administrative power and end-user simplicity.
“The GINA agent shows exactly which password policy is failing. Something AD never tells you. That transparency reduces help desk calls significantly.”
With Onboard Pro, ManangeEngine's implementation service, the onboarding process was smooth. The implementation team went the extra mile, ensuring that Donegal's specific requirements like RSA integration were met with a custom patch. This allowed the company to retain existing workflows while enhancing security. The Donegal team appreciated that the implementation wasn't just plug-and-play but educational and adaptable.
“Implementation support was fantastic. The team helped us integrate a custom RSA patch so we didn't have to rework our entire environment.”
— Richard Skelton, network and systems engineer
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.
OnboardPro is a ManageEngine service that provides solution implementation to clients upon request. This service includes the installation and customized configuration of ManageEngine solutions. It enables clients to seamlessly begin work without worrying about the complexities of product installation, deployment, and use. Every client environment is unique and requires additional support beyond the basic installation and standard features. With custom onboarding, clients have the option to engage a team of product experts to manage the installation, implementation, customization, and training based on their business needs. For more information, visit manageengine.com/onboarding/manageengine-onboardpro-iam-and-siem-professional-service.html.
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