Empowering AU Small Finance Bank’s remote workforce with ADSelfService Plus
About AU Bank:
Before gaining its small finance bank status in 2017, AU Small Finance Bank started as AU Financiers in 1996, founded by Sanjay Agarwal, a chartered accountant. Headquartered in Jaipur, Rajasthan, the retail-focused non-banking finance company aims to deliver speedy and customized financial solutions to the rural and urban populations.
-
Country
India -
Industry
Banking / Finance / Insurance -
Employees
10,001+
Business challenges
- High volume of password-reset requests: AU Small Finance Bank's IT help desk was overwhelmed by 100–200 daily calls solely for password resets.
- Support for remote and field employees: A major percentage of the bank's staff and collection executives who were working remotely or traveling lacked a convenient way to manage password changes.
- Time constraints on the IT team: The manual reset process consumed four to five engineer hours daily, preventing focus on higher-value IT and security initiatives.
The problem:
AU Small Finance Bank’s IT team, led by Senior Vice President Vikas Narula, was encountering persistent operational bottlenecks due to manual password resets. “Before using this tool, about 200 calls were coming to our IT help support for just resetting passwords,” Narula recounted, highlighting the daily strain. According to Narula, the bank implemented a policy directing employees to change their passwords once every 60 days. Although beneficial for the organization's identity security, this mandate had put a strain on its remote employees and field staff, who were unable to reset passwords from their respective locations. Due to this constraint, AU Bank's remote staff are required to visit the office premises to reset their passwords. The lack of an option for employees to reset passwords on their own was impeding both IT productivity and the overall user experience.
The solution:
ManageEngine ADSelfService Plus was introduced at the bank approximately four years ago, with the primary goal of empowering remote users to reset forgotten passwords through their browser—anywhere, anytime. “[Our remote users] have to reset their password every 60 days. We started using ADSelfService Plus for them to [reset passwords] through their browser. They can reset passwords at any point in time,” explained Narula. He also added that his team found tangible benefits with ADSelfService Plus implementation, especially with regards to help desk calls: "We have reduced 150 to 200 calls per day."
The bank rolled out ADSelfService Plus with minimal training for its employees—just a document outlining the standard operating procedure and a few screenshots were sufficient. Within a month, adoption soared and password reset calls plummeted.
Notably, the solution also helped the IT team reclaim four to five hours of daily administrative effort previously spent handling routine resets, redirecting that time toward infrastructure and endpoint security initiatives.
Narula commended ManageEngine's support team for its ability to tailor solutions to the customer's unique needs: “ManageEngine's team is always ready to customize anything for customers. We have done multiple customizations according to our requirements for multiple tools.” He also noted how ManageEngine's support team was able to customize the solution's deployment within eight to ten days. Besides ADSelfService Plus, AU Bank's team are also leveraging other ManageEngine's solutions, such as Mobile Device Manager Plus, the enterprise mobility management solution, to centrally manage and secure the mobile devices of its workforce. Narula expressed that his team is looking forward to evaluating multiple offerings of ManageEngine's portfolio.
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.