The bank has a large, mobile and rapidly growing workforce which was generating tens of thousands of password reset calls monthly. This help desk call volume was growing rapidly. Unabated, this growth would have required the bank to hire many help desk staff and acquire larger facilities to house them.
The bank has a strong user service philosophy. This includes a help desk service level agreement (SLA) stipulating that support calls be answered and resolved promptly, 24x7. The high password problem call volume caused long queues and compromised service SLAs. Clearly, a solution was required.
About Hitachi ID Systems, Inc.
Hitachi ID Systems delivers access governance and identity administration solutions to organizations globally. Hitachi ID solutions are used by Fortune 500 companies to secure access to systems in the enterprise and in the cloud.
With fully integrated and user friendly solutions and an exceptionally experienced team, customer service and satisfaction remains Hitachi ID's number one priority. The scalable product architecture delivers excellent management and governance of user access for global enterprises, while a pragmatic design minimizes total cost of ownership and makes the solution affordable for mid-sized organizations.
Hitachi ID's solutions enable organizations to effectively manage every aspect of the user lifecycle. The Suite includes Hitachi ID Identity Manager, Hitachi ID Access Certifier, Hitachi ID Password Manager, Hitachi ID Privileged Password Manager and Hitachi ID Group Manager.
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