Company / Industry
IDT Biologika, Dessau-Roßlau / Pharmaceutical Industry
For more than 90 years, IDT Biologika GmbH has been committed to the biotechnological production of vaccines and pharmaceuticals for humans and animals. Its services range from research and development, testing and approval to production and marketing of the products. With an annual turnover of approximately 150 million euros and more than one thousand employees, the company is one of the world´s leaders in its sector.
A majority of helpdesk calls in companies are related to the replacement of forgotten passwords. Especially in large companies such routine interventions leave less time for important tasks. On the other hand, employees have to manage without system access at times because the support is too busy. The bottom line are frustrated users and wasted resources. Therefore, IDT Biologika GmbH has been using the projekt0708 GmbH Password Reset Self Service since 2013 - an add-on for independently unlocking an SAP user and resetting the password.
HEALTH FOR HUMANS AND ANIMALS
For more than 90 years, IDT Biologika GmbH has been committed to the biotechnological production of vaccines and pharmaceuticals for humans and animals. Its services range from research and development, testing and approval to production and marketing of the products. With an annual turnover of approximately 150 million euros and more than one thousand employees, the company is one of the world leaders in its sector.
SELF DO, SELF HAVE
"It was important to us to reduce the workload of the base administration and to minimize security problems," explains Matthias Dreher. In search of a solution they came across the Password Reset Self Service (PWR) - one of projekt0708 GmbH's AddOns. The introduction of the add-on was an important and contemporary step towards user-friendliness", says Alexander Lau, SAP master data assistant. Especially during internal SAP trainings password unlocking has been a recurring topic. With a large number of training participants, this was a time-consuming process. Users now only need a manual, which can be opened as a PDF file via a help button. "The step-by-step instructions are easy to understand and can now be followed by most users without any problems," continues Lau.
QUICK & EASY
The team of projekt0708 immediately provided IDT Biologika with the add-on for a test, which showed that the solution fulfilled all requirements. Thus, from the search for a suitable solution in February 2013, the test in the sandbox to the installation of the AddOn and the final Golive, a total of six months went by. Within only two days, projekt0708 was able to install the add-on on site.
Since their Golive in August 2013, more than 600 successul unlockings have taken place – this equals about 70 percent of all help desk inquiries. The fact, that there is no more reliance on the administration´s availability, Dreher appreciates in particular: “The administration is not disturbed in their actual tasks and unlockings can be done at a much quicker rate. On average it only takes one minute.“
IDT Biologika is highly satisfied with the result: "Unlocking can be done flexibly by anyone - regardless of the time of day or night," says Grit Jahn, Head of Customer Service. By using PWR, IDT Biologika not only saves valuable time, but also avoids the costs that would be involved in using the helpdesk. IDT Biologika was convinced by the accelerated processes and the possibility for users to reset their passwords independently of time and location, without having to accept the risk of unauthorised access.