Bursty Support Workload

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.

Password Manager eliminates total problem incidence through password synchronization, which reduces the number of passwords that users have to remember.
Password Manager can be configured to remind users to change passwords at reasonable times -- eliminating end-of-day and end-of-week reminders. This also reduces problem frequency.
Password Manager allows users to reset their own forgotten passwords and clear their own password lockouts, without calling the help desk.
Password Manager shortens problem resolution time for the remaining call volume.

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.

Bursty Support Workload

Business Challenge

Hitachi ID Password Manager (formerly P-Synch) Solution