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By synchronizing ILANTUS Password Express and PeopleSoft, the existing HR software, all 28,500 users were able to be auto registered into Password Express and ensure that everyone was seamlessly using the new password management tool.
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Background
iGATE provides full-spectrum consulting, technology and business process outsourcing along with product & engineering solutions. They have built a strong reputation in the market with core differentiating attributes around a unique Business Outcomes-based model. Armed with over three decades of IT Services experience, iGATE developed a distinctive philosophy of ‘Accountable for Clients’ Business’ powered by the iTOPS (Integrated Technology and Operations) platform. iGATE is a global organization that consistently delivers effective solutions to over 300 active global clients, including a large number of Fortune 1000 companies.
Problem
With nearly 30,000 users globally, the iGATE service desk was becoming overwhelmed with incoming calls from users requiring assistance. The service desk team recognized that over 20% of the total calls were password related issues and that they were helping nearly 6,000 users per month with password unlocks and resets. In order to streamline efficiency for the department a mandate was given by management to automate the password reset and unlock for all users.
Solution
iGATE was seeking a solution to reduce the massive call volume to the service desk for password issues, and to provide users with a self-service option so they could quickly and easily return to work if a password reset or unlock was needed without having to rely on the IT team. ILANTUS Password Express addressed both these issues and easily integrated into their existing HR software. Users were automatically added to the service without having to go through the setup process, removing any potential errors.
Large BPO Company Automates Password Resets and Unlocks for Nearly 30,000 Global Employees with ILANTUS Password Express
iGATE
Vertical: iTOPS (BPO)End-users: 28,500+
Key Deliverable:
A fully scalable solution to reduce
service desk call volume and
provide users with a quick, secure, and
automated solution to control
their own password resets and unlocks.
By synchronizing ILANTUS Password Express and PeopleSoft, the existing
HR software, all 28,500 users were able to be auto registered into
Password Express and ensure that everyone was seamlessly using the
new password management tool.
ILANTUS Customer Case Study
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