VW Bank

VW FInancial Services AG

Country: Germany

Industry: Financial Services and Banking

Business Profile:

The Volkswagen Financial Services AG is as a part of the Volkswagen group the largest automobile financial service provider in Europe. With its 600.000 attended customers it is the second largest direct bank in Germany. The help-desk of Volkswagen Financial Services AG attends 5.000 employees worldwide.

Customer Needs:

When processing an internal suggestion of improvement the Volkswagen Financial Services AG discovered the VOICE.TRUST Password Reset Service in 2004. Previously, the user had to pick up a new password and authorize him-/herself with a badge or employee id-card. The cost of the user was on average 15 minutes of working time and the cost of the company approximately 15 € in handling expenses. "I’ve seen an improvement after automating the process, especially for those colleagues who got password problems after office hours" (Matthias Jähnke, Team Leader User Management).

Solution Overview:

The VOICE.TRUST Server enables Password Resets in Windows ADS and in over 100 SAP systems on 4 speech channels. During the three-month rollout period Volkswagen Financial Services AG licensed 4 additional speech channels. In the end of 2007 the company will migrate to version 5, which allows multi-language and multi-user operation on the same platform.

Implementation:

During the three-month testing phase the Volkswagen Financial Services AG tried to outflank the system by issuing tapping, replay and twin attacks, that didn’t succeed. The Volkswagen Financial Services AG considers password security especially important and decided to use the safer, but also more complex, SuperUser rollout process. Eight trainees used 6 weeks to enrol the 2.850 users.

Value Generated:

Today, the VOICE.TRUST system handles 95% of the 700 monthly password reset requests. The secure and automated reset system has resulted in significant time and cost savings for the company. ” The investment has already been earned back after 18 months” (Hauke Hahn, Head of the company help-desk)