Success Stories

Country: Germany
Sector: Telecommunications

Company Profile
Telefónica O2 Germany GmbH & Co. OHG is a part of the Spanish telecommunications holding Telefónica S.A. and provides customers of  both its post-paid and prepaid mobile phone services with almost nation-wide GSM access as well as innovative mobile data services based on GPRS and 3G technology. The O2 Germany User Service Center attends to approximately 8,000 employees.

Requirements
Telefónica O2 Germany was looking for solutions to improve the efficiency of the in-house IT service. In February 2006, O2 decided for the company-wide roll-out of the VOICETRUST solution Password Reset.

Solution
The VOICETRUST server was equipped with 4 speech channels and password reset connectors for Windows ADS and RSA SecureID. During the three-month roll-out period, Telefónica O2 licensed another 4 speech channels. Since the end of 2007, O2 has been providing its employees with the password reset self-service in three further systems via the attached BMC Control SA reset connector.

Implementation
The users register for the service via the secure VOICETRUST web enrolment process. Telefónica O2 promoted the service to users through their internal news magazine and an intranet news ticker. Subsequently, they sent out email invitations to 200 users a day. After two reminder emails and within a period of 10 weeks, 85 per cent of the 8,000 users had registered with the system.

Added value
Today VOICETRUST processes 90 per cent of the 400 password reset requests per month for the attached target system. Thanks to the system, two service agents can now take care of tasks that require additional skills. The investment paid off after a mere 18 months.

Costumer’s voices
“As the project coordinator, I was delighted that we managed to complete the implementation process on schedule, within three months, and even without having to spend more than 50 per cent of my working hours on the project.”
Peter Stein, Project Coordinator.

“Our goal was to reduce costs by implementing state-of-the-art technology. The great advantages of the systems are speed, simplicity and the 24/7 availability. In our market environment speed is a make-or-break issue; we therefore have to be able to give our internal users the possibility to re-access the system very quickly in case a password has been forgotten. We are highly satisfied with Password Reset; especially because VOICETRUST demonstrates a high degree of flexibility and delivers customizations we are very satisfied with.”
Wolfgang Gunsenheimer, Head of User Service Center.

Country: Germany
Sector: Banking

Company Profile
With 600,000 customers, Volkswagen Financial Services AG is the second largest direct bank in Germany. A part of the Volkswagen group, it is the largest automobile financial service provider in Europe. Volkswagen Financial Services AG’s help-desk attends to 5,000 employees worldwide.

Requirements
While processing an internal suggestion for improvement back in 2004, Volkswagen Financial Services AG discovered VOICETRUST Password Reset. Previously, users had to pick up a new password and authorize themselves with a badge or employee ID card. This procedure cost the user an average of 15 minutes of working time and the company approximately 15 Euros in handling expenses.

Solution
The VOICETRUST Server allows for password resets in Windows ADS and in over 100 SAP systems on 4 speech channels. During the three-month roll-out period, Volkswagen Financial Services AG licensed 4 additional speech channels. At the end of 2007, the company migrated to the version of the VOICETRUST server that allows for multi-language and multi-user operations on the same platform.

Implementation
During the three-month testing phase, Volkswagen Financial Services AG tried to outsmart the system by launching tapping, replay and twin attacks – and didn’t succeed. Volkswagen Financial Services AG considers password security especially important and decided to use the safer, but also more complex, SuperUser roll-out process. In the course of six weeks, eight trainees visited 2,850 users and enrolled them.

Added value
Today, the VOICETRUST system handles 95 per cent of the 700 monthly password reset requests. The secure and automated reset system has resulted in significant time and cost savings for the company.

Costumer’s voices
”Cost savings equalled the original investment after only 18 months.”
Hauke Hahn, Head of the Corporate Help-Desk.

"By automating the process, at first I only expected an improvement for colleagues encountering password problems after office hours," says Matthias Jähnke, Team Leader User Management.
Matthias Jähnke, Team Manager User Management.