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Password self-service for MSP

Improve business with password self-service for your customers

Password self-service for MSP

For practically every Managed Service Provider (MSP), service desk calls related to password issues are the most frequent type of calls, accounting for 20–35% of all calls. However, it is not easy for an MSP to turn self-service into profit. Will customers accept self-service? What process is described in the contract? How will it affect prices? What are the consequences for Service Level Agreements (SLA)?

 Despite these issues, there is no doubt that the total value for an MSP and its customers will increase by introducing self-service. The question for the MSP is how to make it profitable for the business.

The unique consideration from a managed service provider or outsourcing company is that customers are different! So any kind of password service must be individually configurable. At the same time MSPs have a very high pressure for productivity to keep costs down. This calls for a standardized solution with low operational cost.

The answer is a cloud solution – public or private cloud – with true multi-tenancy where the password service can be operated from one system, but be delivered as an individual service for all customers. See the FastPass MSP version

The business case for MSP

Reduce cost

Password self-service reduces total costs:

  • Fewer password calls for the service desk
  • Significantly reduce or eliminate cost for night and weekend shifts
  • Reduce Monday morning peak loads to provide easier planning
  • Reduce penalties for SLA breach

Generate new money

The ability to generate new revenue depends on present service agreements and contract terms, but we have seen the following opportunities:

  • Charge for manual password resets
  • Charge for two-factor authentication
  • Charge to reset a remote PC-cache password -not possible with standard tools
  • Charge for an improved authentication process
  • Charge for password synchronization
  • Charge for 24/7 availability if it is not offered in the customer’s present contract.

Requirements for MSPs

https://www.youtube.com/watch?v=gz-0uRhAL48

Customers’ and internal requirements

Customers’ Requirements

Customers can be quite diverse, despite sharing some similarities which enable the MSP provider to benefit from economies of scale in operating and managing a software solution.

Customers’ and internal requirements

MSPs have simple customers who use only one AD and at the same time have customers who employ  multiple AD and  SAP’s, IBM and Oracle systems. Different authentication methods would be used alongside different languages across the world, as well as different server and workstation platforms etc.

To benefit from economies of scale both simple and complex customers should be handled and operated using the same software solution. Therefore your requirements would be decided by the most complex (and probably largest) customer. At the same time, you need to be able to create a shorter, simpler version for your ‘typical’ customer. See FastPass MSP version

Internal Requirements

The most fundamental requirement for MSPs is a multi-tenant architecture, which permits many different organisations to use the same physical solution for different processes. For some, this will be a cloud or private cloud solution.

Therefore, to achieve true multi-tenancy, each customer should be able to access the same processes and procedures as if they had implemented their own unique in-house solution. If you can’t offer this, there is a high probability that customers will request their own on-premise solutions during the decision-making process. When this happens, your productivity will be drastically reduced!

See FastPass MSP version here

Testimonials

”We strive continuously to improve our service. It is important to us to deliver modern and simple solutions helping customers to a more efficient operation. The cooperation with FastPass is yet another step in this direction”.

Mads Jacobsen
 Associate vice president

... seen an 80% reduction in assisted password resets. We’re very satisfied with the product. It has significantly freed us up from frustrating and unrewarding password resets

Oliver Holmes

Deputy Director, Technology and Operations

... The numbers have grown to the point that it would be impossible to operate in today’s busy environment without a password management service

 

 

FastPass handled 2,531 password calls, or more than 80% of the total password calls from all the users.

Per Kristensen

Project manager

 

...we have met our Customers’ Service and Cost Improvement challenges by reducing our call abandon rates by over 55% and our average wait times by over 60%, despite our overall budget being reduced.

Pete Townley

Lead Service Delivery

 

… about 90% use FastPass to reset their passwords. So we’ve seen a substantial reduction in calls to the help desk.

Winston Hughed

Vice President IT

 

We are very pleased with the product.  Fast pass has simplified password management and eliminated many password related calls

 

Chuck Mick

ERP Manager

Nyrstar has chosen FastPass to automate and improve the processes related to users’ forgotten passwords. This has improved user satisfaction and reduced the workload in the IT HelpDesk.

The number of forgotten passwords per involved user per year has dropped from 1,6 to 0,3. This is an improvement of 83%!

Hans Lauwers

SAP

 

... The numbers have grown to the point that it would be impossible to operate in today’s busy environment without a password management service

Haydn Tarr

 IT Technical Lead & Coordinator

 

Our employees use it to synchronize their Windows password with their IBM i password when they need to be changed every 90 days due to compliance. We find this is a quiet, behind-the-scenes way for our employees to change and remember their passwords.”

Larry Marxen

Director of Information Systems

 

North America T: +1 (212) 419-4921

Europe T: + 45 4810 0410

E: info@fastpasscorp.com

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