Case Study: Pôle emploi achieves 75% reduction in password-related helpdesk queries with OpenText NetIQ Self Service Password Reset

Pôle emploi - Customer Case Study

Pôle emploi, France’s primary public employment agency supporting job seekers and employers through nearly 900 local agencies and a site with 42 million monthly visits, needed to replace an end-of-life password management system for 50,000+ employees. The goal was to reduce outsourced helpdesk traffic and costs, improve security, and give users a more autonomous, banking-style experience for password management.

After a successful proof-of-concept, Pôle emploi deployed NetIQ Self Service Password Reset (SSPR) with user training and integration (auto-sync between NetIQ eDirectory and AD Bridge). The solution enabled offline password changes, expiry warnings, and secure delivery of new credentials, cutting password-related helpdesk queries by 75%, delivering significant cost savings, greater user flexibility, and improved security—benefits that proved especially valuable during widespread remote work.

Pôle emploi

Fabrice Caron

IT Manager