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

Business challenges

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.

The solution

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.

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 outcome

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.

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.

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 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.