The Three Password Reset Challenges

Challenge 1 Endless Helpdesk Tickets

  • Per Gartner, up to 50 percent of helpdesk inquiries are password reset requests.
  • Forrester Research found the average helpdesk labor cost for a single password reset is $70 (Source: “Best Practices: Selecting, Deploying, and Managing Enterprise Password Managers”, Merritt Maxim and Andras Cser, Forrester Research, January 8, 2018)
  • Forrester found some large US-based organizations allocate over $1 million annually for password-related support costs. (Source: “Best Practices: - Selecting, Deploying, and Managing Enterprise Password Managers”, Merritt Maxim and Andras Cser, Forrester Research, January 8, 2018)

Challenge 2 Risky Password Practices

  • Helpdesks typically use predictable schemes for temporary passwords (i.e., “MonthYear”). These weak passwords often go unchanged by users.
  • Cybercriminals spoof password reset requests to compromise accounts.

Challenge 3 Employee Productivity & Experience

  • When users are locked out of systems, they aren’t productive. But they are frustrated.
  • Second and third shift employees, night owls, and weekend warriors face extreme wait times.
  • Work slows down, and when it’s customer-facing, you risk reputational and relationship damage. Or even violating Service Level Agreements (SLAs).

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