Challenge

  • Users forget their passwords.
  • Lock themselves out.
  • Highest volume incident type.
  • Peak volume at start of week.


Solution

  • Self-service.
  • Password reset.
  • Clear lockouts.

Process

  • Access from:
    Browser, PC login screen, smart phone, voice call.
  • Authenticate with:
    CAPTCHA, security questions, token, SMS PIN to mobile.
  • Resolve problem:
    Pick a new password, clear lockout.