Challenges / Solutions Uneven Support Call Volume
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Uneven Support Call Volume - Hitachi ID Password Manager

Business Challenge
Hitachi ID Password Manager Solution

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.

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.