High Support Call Volume

Up to 40% of the call volume in a typical IT help desk is caused by users who forget their password or accidentally trigger an intruder lockout. While these incidents are inexpensive to resolve, their volume can easily represent 20% to 30% of total IT support costs.

Any organization wishing to reduce IT support cost or to redirect expenditures from routine break/fix calls to more value-added services must first address this problem.

Password Manager can synchronize user passwords, which can eliminate up to 80% of problems experienced by users.
Password Manager can pre-empt password expiry and prompt users to change passwords on days and at times when they are less likely to forget their new password. This can eliminate 50% of password problems.
Password Manager includes self-service password reset, which allows users to resolve their own problems without calling the help desk.
Password Manager allows the help desk to resolve remaining password-related calls much more quickly than before.

Using Password Manager, organizations can eliminate 90% or more of password-related IT support costs.

High Support Call Volume

Business Challenge

Hitachi ID Password Manager (formerly P-Synch) Solution