Nice-Pak International reduces Service Desk calls, thanks to Certero

19 March 2010

Global wet wipe manufacturer, Nice-Pak International, has empowered their IT user community by enabling them to reset their own Windows passwords and in doing so reduced the workload on their Help Desk.  

Nice-Pak selected Certero’s Passworks™ solution to enable it to change the way it manages password resets. All organisations know the effort involved in resetting passwords for their users who have problems with them. The ability to allow users to reset their own passwords goes a long way to addressing the challenges involved in both terms of effort for the Help Desk and productive time lost while the user has the password reset. With Passworks™ this task can be securely and safely done by the users themselves which means their productive and valuable time is not wasted and the Help Desk can focus on improving the service they provide.

According to Gartner Research (Note T-15-6454), on average, password reset requests make up 10-30 percent of all help desk calls, with each request costing from $51 to $147 in labour costs.

John Lunt, managing director and co-founder of Certero, adds, “Passworks™ is the latest product from Certero and we are pleased with the response we have had thus far. The product provides organisations with a secure, comprehensive solution to a problem that has been around for a long time. IT systems will require passwords for a long time to come yet, thus, investment in this area really makes sense. Certero were ideally positioned to help given its background in building enterprise IT asset management and power management solutions”