Case Study: Hartford HealthCare reduces help-desk requests and cuts staff 30% with Avatier Password Station

Hartford HealthCare Sees a Reduction in Help Desk Staff by 30% Within Two Years Using Avatier’s Password Management

Hartford HealthCare, a 17,000-employee integrated health system in Connecticut, faced high daily help desk call volumes and a complex network environment (up to 18 Active Directory trees and Novell NetWare) that was driving password reset requests and operational overhead. To reduce help desk requests and simplify their environment, Hartford HealthCare selected Avatier and deployed Avatier’s Password Management solution, Password Station.

Avatier implemented Password Station across the network, pre-enrolling over 16,000 employees and integrating with existing directory services, which supported Hartford HealthCare’s subsequent consolidation of AD trees and replacement of Novell with minimal disruption. As a result of Avatier’s solution, the organization reduced help desk staffing by 30% through attrition and brought abandonment and first-call resolution metrics within industry standards, delivering measurable reductions in support volume and improved service levels.

Hartford HealthCare

Joseph Venturelli

VP and Chief Technology Officer