Deutsche Post DHL achieves significant productivity gains and cost savings within their Help Desk.
Deutsche Post was looking for a way to automate the password reset process for employees in its Germany offices. The process was too long at four hours, negatively affecting productivity, and required manual agent support, increasing the burden on the helpdesk. The IT staff required a solution that provided 24/7 self-service, significantly reduced the length of the password reset process, and offered a high level of authentication security to protect its systems and employees from unauthorized access.
Reduced helpdesk costs by 16%
Over 100,000 hours of productivity gained
Password resets shortened from 4.5 hours to 15 minutes
A lengthy existing password reset process that required manual agent support, increasing the burden on the help desk.
LumenVox Password Reset to enable employees to reset their passwords anywhere and anytime using their voice.
Utilizing LumenVox Password Reset resulted in over 100,000 hours of productivity gained per year, reducing help desk costs by 16%.
LumenVox Password Reset is utilized to provide a more convenient, secure, and automated user experience.
The solution provides a more convenient user experience that doesn’t require the involvement of help desk staff while providing a very high level of security with voice biometrics. Employees voluntarily enroll their voice by calling a password reset phone number or receiving an automated call-back from a webpage to store their unique voiceprint. Their voice is then used to automatically authenticate them each time they require a password reset for a more secure and convenient process.
The solution integrates into their Windows ADS system through a reset connector for a seamless experience. Self-service password reset has been very popular, with over 25,000 Deutsche Post employees voluntarily signing up and using the service today.
“The LumenVox solution helped us gain tremendous productivity and achieve cost savings in the helpdesk while providing a secure and convenient password reset process for over 25,000 employees with voice biometrics.”
Wolfgang Köhl, Corporate IT Office, Deutsche Post