Case Study: The Alcohol and Tobacco Tax and Trade Bureau achieves nearly 300 fewer help‑desk calls per month and 24/7 self‑service password resets with Avatier Password Station

Alcohol and Tobacco Tax and Trade Bureau - Customer Case Study

The Alcohol and Tobacco Tax and Trade Bureau (TTB), a U.S. Treasury bureau with nationwide field auditors, faced frequent forgotten passwords and network lockouts—particularly outside help desk hours. To solve this, TTB selected Avatier’s Password Station (part of the Avatier Identity Management Suite) and Avatier Password Bouncer to provide self-service resets and enforce stronger password policies.

Avatier implemented Password Station (login‑screen self-service and telephone reset), password synchronization across systems, and Password Bouncer to enforce rules, enabling 24/7 access for remote auditors. The deployment cut help desk volume by nearly 300 calls per month, reduced password‑reset calls to under 15% of total calls, and allowed TTB to require stronger, harder‑to‑crack passwords while improving productivity.

Alcohol and Tobacco Tax and Trade Bureau

Mike Borland

Assistant CIO of Infrastructure