“After simple local installation, the training of the Support Desk staff was quickly achieved. But changing our end users’ habits proved more testing and took longer than envisaged. We rolled out a number of enrolment campaigns and the Service Desk reinforced the use of the FastPass tool. We now have about 70% of all password resets and domain account unlocks completed through the self-service portal. During this period we have met our Customers’ Service and Cost Improvement challenges. We have reduced our call abandon rates by over 55% and our average wait times by over 60%. This is in spite of a reduction in our overall budget. The FastPass implementation has definitely contributed to this success. We needed post installation support on occasions and we have found the level of FastPass support to be of high standard and their engineers are knowledgeable and reliable. We are happy to recommend the products and service of FastPass.”