Case Study: New River Community & Technical College achieves 24/7 self-service password resets and reduced helpdesk load with Tools4ever's SSRPM

Ssrpm Relieves An Overwhelmed It Department By Offloading Password Resets

New River Community and Technical College, a four‑campus institution serving nine counties in West Virginia, was overwhelmed by a high volume of password reset requests that its small, centrally managed helpdesk—operating limited hours—could not handle quickly. After learning that a sister school used Tools4ever’s Self Service Reset Password Management (SSRPM), New River pursued the same vendor solution to address frequent lockouts and lost productivity.

Tools4ever implemented SSRPM and integrated a portal link that lets students and staff reset passwords by answering security questions from any device, at any time. The Tools4ever deployment immediately empowered users to resolve routine password issues themselves, drastically reduced the helpdesk’s password‑reset workload, and allowed IT staff to focus on more complex problems—improving access and operational efficiency across the college.

New River Community and Technical College

David J. Ayersman

Vice President of Technology