Self-service password reset functionality reduces help desk calls and costs
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Self-service password reset functionality reduces help desk calls and costs
- 1. Require Multiple Questions Avoid Mainstream Questions * Multiple Sets of Questions* Ask Mandatory/ Optional Questions Offline Password Recovery* Sidecar Mode (attach functionality)* Flexible Configuration Auditing/ Reporting Platform Extensibility* Low Total Cost of Ownership 3rd Party Reset Tool IT Homegrown Solution Existing Call Center Clarification: - Avoid Mainstream Questions: avoid questions whose answers can be easily guessed – information specific to the user - Multiple Sets of Challenge Questions: reduce risk by providing a different set of challenge questions for the Help Desk staff to verbally authenticate users - Offline Password Recovery: allow users to recover their password when off of the LAN and avoid any unnecessary trips into the office - Sidecar Mode (Incorporate Functionality): maintain your current portal and/or VPN login screen by adding “Forgot Password” and “Reset Password” links - Platform Extensibility: self-service is a layer of the PortalGuard platform. PortalGuard also offers: - Risk-based Authentication - Risk-based Analysis - Password Management - Single Sign-on Self-service Password Reset Functionality Users need Training? Not likely? Too buggy? Phase 2? On wish list? Under development? Gathering requirements? Shelved? Development is in denial? Waiting for CIO sign-off? In testing phase? Ran out of budget? Stalled for unknown reason? TBD? REORG? Change in direction? Due last Friday? Ready to use users as guinea pigs? When “he” returns? Submitted problem report? Nice to have? Is this your reality?Is this your reality? Copyright 2011, PistolStar dba PortalGuard. No information contained in this document may be shared without explicit written approval from PistolStar, Inc. Are You Saying Your Solution Does...? Probably?Probably?Probably? Probably? Probably? Probably? Probably? Probably?Probably?
- 2. Number of Users Help Desk calls per user Total Help Desk calls Percentage that are password resets Password Reset calls Average cost per call Password costs Average time per call Total time spent Are You Saying You Don’t Have Time To...? Time is Money Technical Call 30 mins 1 hour 1 hour 15 mins 5 mins Sandbox Demo Guided Trial Purchase † Full Version † Increase Usability Increase Security Reduce Risk 0 mins 0 mins 0 mins TOTAL Time Before Purchase: 2.5 hours TOTAL Time: < 1 day † Clarification: - Purchase: the time for this process is dependent on your method of payment and internal processes (15 minutes is if you purchase using a credit card) - Full Version: this takes 5 minutes because all of the configuration, etc. is done during the guided trial * As reported by Gartner, Inc. on a per year basis ‡ Based on the recommended range from the ITU **All times indicated are estimates Existing Call Center 5,000 5,000 0 21* (per year basis) 105,000 0 30%* 30%* 31,500 0 $25* $25* 0 $787,500 15 mins‡ 15 mins‡ 2 mins 472,500 mins or 329 days Copyright 2011, PistolStar dba PortalGuard. No information contained in this document may be shared without explicit written approval from PistolStar, Inc. Help Desk staff spends: End-user spends:
- 3. Are You Saying You Can’t Afford...?