Case Study: Hilton Grand Vacations boosts global productivity and slashes password-reset volume with Imprivata OneSign

Eliminating Reservation Bottlenecks and Boosting Productivity Worldwide

Hilton Grand Vacations, a 3,900‑employee hospitality company with 50 sales offices and call centers worldwide, was losing productivity to complex password policies and frequent lockouts—password resets and locked accounts became a dominant helpdesk problem (about 60% of requests, roughly 2,000 resets/month). The global footprint, varied time zones, and the need to meet SOX and PCI requirements made a low-touch, compliant solution essential.

HGV deployed Imprivata OneSign across its heterogeneous Windows, UNIX, Solaris and Linux environment to provide single sign‑on, self‑service password resets, and granular management of application access rules. Within the first month resets dropped 30%, helpdesk burden and reservation bottlenecks eased, and the company gained auditing and access-control capabilities to support compliance and future badge/two‑factor integration.

Hilton Grand Vacations

Rich Jackson

Vice President of Technology Operations, Hilton Grand Vacations