Password management system reduces Call Centre load at Kumba Resources

Expertron's innovative Q-Pass™ password management solution has automated password management at Kumba Resources.

Kumba Resources recently contracted Expertron, a tenant at the Hub in the Enterprise Building, to supply and install Q-Pass, a password management solution, to coincide with their single sign-on (SSO) implementation.

Kumba was faced with numerous challenges managing user passwords across a predominantly distributed environment. Some of the primary factors involved in moving towards automating password management at Kumba were an analysis of the amount of resources employed in the "old-fashioned" password replacement process, security and overall operational efficiency.

Q-Pass™ is an active password management system, employing GSM-based technologies, to alleviate unnecessary Call Centre load. "When a user forgets their password, they merely call the Q-Pass™ server from their cellphone to acquire a new password" said Larry Thompson, Chief Security Officer at Kumba Resources. "There is no cost to users as the Q-Pass™ server disconnects the call once the caller-ID has been acquired."

Q-Pass™ uses the caller-ID to find the users credentials in Microsoft's Active Directory, Novell's NDS or any OpenLDAP server. A cryptographically secure password is generated for the user and SMSed to the user's cellphone. No further human interaction is required therefore the security posture of the organisation is not compromised. Users receive one-time replacement passwords without the need to wait in a call queue on a helpdesk, and with a greatly reduced "time-to-replacement" cycle.

According to Thompson, users are now able to select far more complex and therefore secure passwords as they can forget them without the usual concerns. "After using Expertron's two-factor authentication product, Cell-ID Server, for our security infrastructure I knew that we could rely on their innovative products. Cell-ID has given us 100% service from the day of implementation," he said.

Expertron Product Division Manager, Jason Smith indicated that with Q-Pass™, users manage their own password replacement profile from Q-Pass' intuitive web-based administration interface. "The users can self-manage their cellphone number and PIN, a personal identification number which is required for secure password replacement. Without a valid cellphone number a user would not be able to use Q-Pass™, and this is a huge motivator for users to become self-managed. Ultimately this reduces the workload on the usually stretched IT support infrastructure", he said.

Expertron's Product Division is the supply and implementation arm of the Expertron Group, providing a unique blend of niche ICT products covering communications, administration and security, to the local market. Q-Pass™ is one of the innovative product solutions developed by the Expertron Development Division.

For more information please contact Gavin Ehlers on +27 12 844 0335.

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