Case Study: Eastern Illinois University reduces help‑desk calls and improves security with Bravura Security

Eastern Illinois University - Customer Case Study

Eastern Illinois University, a state-supported four-year university with roughly 10,500 students and 3,000 faculty and staff, faced heavy help-desk demand—especially at the start of each semester—due to forgotten passwords and the task of provisioning thousands of new accounts. To reduce call volume, shorten resolution times, and strengthen security, the university engaged Bravura Security and its password management solution (self-service password reset and password synchronization).

Bravura Security deployed a scalable password manager that synchronizes passwords across systems, offers self-service and assisted resets, and provides a streamlined help-desk interface. The result was a substantial reduction in help-desk calls, elimination of the semester-start backlog, help-desk resolution times dropping to about one minute, stronger user passwords and improved network security, and higher student, faculty and staff satisfaction.

Eastern Illinois University

Brian Murphy

Director of Information Services