Self-Service Password Reset: Why Your Organization Needs It

March 09, 2017 | Post by Marc Bergman | 0 Comments

Self-service password reset

Access denied.

Incorrect password and username combination.

Please call your service desk provider to reset your password.

Look familiar? We’ve all been there, and it’s a pain!

More and more companies are implementing a Self-Service Password Reset (SSPR) and unlock tool as part of their service desk offerings. This saves calls to the service desk, trims the time agents spend on the phone and reduces frustration for the end user. The benefits are huge, since up to 30 percent of service desk calls at most companies are related to password reset or unlock requests. 

But these benefits go beyond easing call volumes. Below are some advantages of offering SSPR at your company, plus what you should look for in an SSPR solution.

End-user benefits:

  • Speed and efficiency: Rather than waiting on hold for an agent to unlock or reset their account, users are empowered to use self-service, with immediate results and confirmation of success. 
  • An introduction to automated help: Self-Service Password Reset is one of the first steps for many companies in implementing automation into their services. Unlike traditional password resets, SSPR eliminates the need for a phone call to the service desk and reduces the usual hold time to a mere few clicks of a button for the end user – introducing them to an automated and instantaneous self-help function. 
  • High availability and security: SSPR eliminates the need to talk to a service provider and users have access to it regardless of the time of day. SSPR should be available 24/7 via desktop or mobile devices. Additionally, your SSPR tool should offer numerous ways for users to keep their information secure, such as multi-factor authentication: security questions, recovery emails, text messages and confirmation emails, which help users feel both in control and secure. 

Benefits to your organization:

  • Cost reduction: As stated, up to 30 percent of service desk calls are related to password resets, which is money that could be better spent growing your business. Instead of tying up personnel and hiking your organization’s service desk costs, SSPR frees your IT team’s time and budget for other, more strategic initiatives. 
  • Visibility and analytics: The best SSPR tools give your organization a detailed look at user adoption. This enables you to see who has not used the tool and/or still calls the service desk, and which users access the tool most frequently. It provides the opportunity for user education, if needed. 
  • Easily integrated solution: Like many solutions these days, SSPR is implemented as a software-as-a-service (SaaS) solution, reducing the load on your IT team. Rather than potentially bogging down your IT team in software maintenance and updates, SSPR runs in the cloud, so your users’ information is secure and readily available, and your IT team’s time is more efficiently used. 

What to look for in a service desk provider offering SSPR: 

  • A clear transition plan from introduction to implementation: You shouldn’t be alone in planning the rollout of your new Self-Service Password Reset option. When choosing a SSPR provider, select one that offers a clear implementation process so that you know who does what and when.
  • A strong marketing communications plan to help with your rollout: Choose a service provider that will help you develop an effective marketing communications plan to keep your users up to date and informed on your implementation of this self-service feature and also offers clear, multi-faceted how-to instructions. 
  • Multiple built-in security features such as email, text, recaptcha, and more: Why bother using SSPR if it’s not secure? You and your users should feel confident in the security of your SSPR tool. You should select a service desk partner who leverages multiple, built-in security features. 

Does your organization offer Self-Service Password Reset? If so, are you achieving these savings and benefits? Please leave a comment and tell us your experience. Don’t have SSPR? How would it help your organization to have it?

The content and opinions posted on this blog and any corresponding comments are the personal opinions of the original authors, not those of CompuCom.

  • Marc Bergman's picture

    Marc Bergman

    Marc Bergman is a Senior Quality Manager for CompuCom’s Service Experience Management business.

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