Certero launches self-service password reset solution to reduce helpdesk calls

11 February 2010

Certero today launches its self-service password reset solution to enable Windows users to securely reset passwords, without helpdesk support. Certero’s Passworks™ helps reduce the costs associated with resetting passwords, lowering user downtime and freeing up valuable resources.

With Government compliance procedures such as Code of Connection (CoCo) in place, the Passworks™ tool enables local authorities and public sector organisations to comply with industry standards and ensure employee passwords meet the required guidelines.

On average, password reset requests make up 10 - 30 percent of all helpdesk calls, with each request costing from $51 to $147 in labour costs. Passworks™ enables Windows users to securely reset passwords from the login screen, with no need for a separate PC. The solution enforces existing company password policies, such as length, complexity and history, and is fully encrypted.

Steve Moffat, Strategic Infrastructure Manager at Hull City Council, comments, “We implemented Passworks™ on a pilot basis as we have a lot of password reset issues that need to be resolved daily. As the tool works on a user basis, staff can change their passwords themselves, without disturbing the service desk. The security aspect is also crucial for us as it ensures we are compliant with the necessary Government programmes such as Government Connect.”

John Lunt, managing director at Certero, comments, “The costs associated with password resets can run into tens of thousands of pounds. With Passworks™, businesses can take control of the problem and ensure any issues are resolved quickly and efficiently, allowing maximum uptime, productivity and cost reduction or avoidance, not to mention compliance with key Government programmes.”