Case Study: Needham Bank achieves faster customer service and frees the helpdesk with Tools4ever’s E-SSOM & SSRPM

Free Up The Helpdesk With Self-service Password Reset

Needham Bank, a five-branch Massachusetts bank with more than 170 staff, was struggling with employees having to remember multiple credentials and interrupting work to contact IT for frequent password resets (about 10–20 resets per day). To address this, Needham Bank engaged Tools4ever and deployed its Self-Service Reset Password Management (SSRPM) and Enterprise Single Sign-On Manager (E‑SSOM).

Tools4ever customized and integrated SSRPM and E‑SSOM with the bank’s mix of applications so staff could reset passwords via security questions and sign on once to access all authorized systems. The Tools4ever solution drastically reduced the volume of daily password-reset helpdesk calls, removed insecure “password sheets,” sped up employee logins, and let staff focus more on customers rather than credential issues.

Needham Bank

James Gordon

Vice President of IT, Needham Bank