Case Study: APN News & Media achieves an 80% reduction in helpdesk password reset calls with NetWrix Password Manager

Reducing Helpdesk Workload with Self-service Password Management

APN News & Media, a major Australasian publisher with about 3,700–4,000 users across New Zealand and Australia, faced a heavy IT helpdesk burden from forgotten passwords and account lockouts that slowed productivity and tied up support staff. The distributed workforce needed a faster, more efficient way to resolve identity-management issues without constant helpdesk involvement.

APN implemented NetWrix Password Manager, a self-service password reset and account-unlock solution that was planned, deployed and rolled out in about one month. The tool empowered users to reset and unlock accounts at the logon prompt, reduced helpdesk calls for password resets/unlocks by 80%, and freed IT staff to focus on higher-value tasks while improving user satisfaction.

APN News & Media

Murray Harris

Senior Enterprise Systems Administrator, APN News & Media