Case Study: Masonicare reduces password reset Help Desk calls with BIO-key PortalGuard

How Masonicare reduced the burden of password-related help desk calls

Masonicare, a non-profit healthcare organization in Connecticut with 2,400 users, needed a more efficient and cost-effective way to handle password resets. As a small organization, it was struggling with a high volume of password-related Help Desk calls, especially during the night shift, which created long queues and hold times. BIO-key’s PortalGuard self-service password reset (SSPR) solution was used to address this challenge.

BIO-key implemented PortalGuard’s on-premises SSPR software, giving users a simple way to reset passwords on their own while allowing IT to enforce password policies and provide clearer reset guidance. The result was fewer Help Desk password calls, reduced backlog and hold times, and more time for IT staff to focus on higher-priority work. BIO-key also provided a mobile SSPR app, extending password reset access to Android and Apple devices.

Masonicare