Improving Security & Control with Self-Service Password Management for a Major Bank

Overview

A rapidly expanding bank faced mounting challenges from an overwhelming number of password reset requests. The strain on help desk operations threatened to breach 24x7 service level agreements (SLAs) and inflate operational costs. To address these issues, Tellestia implemented a customized Identity and Access Management (IAM) solution powered by WSO2 IAM and API Manager, streamlining password management processes, enhancing security, and boosting workforce productivity.

The Challenge

As the bank’s workforce grew, password reset requests skyrocketed to tens of thousands per month. This placed significant pressure on the help desk, leading to long wait times, unmet SLAs, and rising operational expenses.

Without intervention, the bank risked:

• Increasing costs due to the need for additional help desk staff and infrastructure.
• Reduced employee productivity due to delays in resolving password issues.
• Growing data security vulnerabilities due to the absence of a robust self-service system.

The bank’s strong commitment to user service excellence demanded a scalable and efficient solution to meet these challenges head-on.

The Objective

The bank needed to:

• Reduce help desk call volumes and associated costs.
• Enhance employee productivity by expediting password resolution.
• Strengthen data security and ensure compliance with advanced access management tools.
• Integrate seamlessly with existing IT systems, including Active Directory and other key applications.

The Solution

Tellestia delivered a tailored IAM solution using WSO2 IAM & API Manager. The solution was carefully designed to align with the bank’s unique requirements:

• Self-Service Password Management: An intuitive, secure portal enabling employees to reset passwords independently, reducing reliance on help desk staff.
• Seamless Integration: Leveraged WSO2 API Manager to connect seamlessly with the bank’s existing systems, maintaining operational continuity.
• Scalability and Reliability: Built a robust, future-ready infrastructure to accommodate the bank’s growing workforce.
• Enhanced Security: Implemented advanced authentication mechanisms to protect sensitive employee data and minimize vulnerabilities.

The Impact

Tellestia’s IAM solution delivered measurable, transformative results:

• Reduced Costs: Help desk call volumes dropped significantly, eliminating the need for additional staffing and infrastructure investments.

• Improved SLA Compliance: Prompt resolution of support requests ensured adherence to 24x7 service standards.
• Boosted Productivity: Employees resolved password issues independently, minimizing downtime and improving operational efficiency.
• Stronger Security: Enhanced protection of sensitive data, reinforcing the bank’s commitment to cybersecurity and compliance.
  
  
  

By addressing immediate operational challenges and establishing a scalable, secure infrastructure, Tellestia demonstrated its ability to deliver innovative, impactful solutions. This collaboration not only resolved a critical pain point for the bank but also positioned it for sustainable growth and continued operational excellence.