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Uneven Support Call Volume - Hitachi ID Password Manager

Business Challenge

Users often forget their passwords after weekends and holidays. This is especially true when users change their passwords just before leaving work and don't use the new password for a few days.

Peak call volume for password-related problems can be 3x to 4x higher than normal call volume, which is already concentrated in the first 1 or two hours of the work day.

Peak call volume means that IT support organizations need many more staff, who may not be busy during normal hours.

Hitachi ID Password Manager Solution

By reducing problem frequency, enabling self-service and accelerating assisted service, Password Manager significantly reduces password-related call volume and cost, including at peak hours.



Read More:

  • Too Many Passwords:
    Using Password Manager to reduce the number of passwords that users must remember and manage.
  • Too Many Login Prompts:
    Using Password Manager to reduce the number of times per day that users must type application login IDs and passwords.
  • Users Locked Out of Their PCs:
    Enabling users who forgot or locked out their primary passwords and cannot sign into their PC to resolve their own problem using Password Manager.
  • High IT Support Call Volume:
    Reducing the volume of IT support calls due to login problems -- intruder lockouts and forgotten passwords, PINs and encryption keys -- using Password Manager.
  • Uneven Support Call Volume:
    Lowering the peak IT support call volume due to forgotten and locked out passwords after weekends and holidays -- using Password Manager.
  • Weak Passwords:
    Ensuring that users choose strong passwords -- using Password Manager.
  • Off-hours IT Support:
    Enabling users to resolve their own login problems after hours -- using Password Manager.
  • Too Many Privileged Users:
    Reducing the number of people that need administrative access to systems and applications by delegating the right to reset passwords and clear lockouts to IT support staff -- using Password Manager.
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