I was given the task to find a new way to cut IT support cases at our bank. Statistics show one of the largest support ticket generating activity is password change/password resets on mobile devices.Moreover, the calls are very heavy on the team as individuals blame IT for a slow and ineffective process.🙄
Currently, calls take up to 20 minutes which is quite costly for the company.
It is quite hard for us to focus on essential IT tasks when we have 2-3 hours of password reset requests daily.
Fyi: Iím the IT manager and we use iOS devices exclusively with BlackBerry UEM set up.