Case Study: Monash Health cuts password-reset help-desk calls and maintains HIPAA compliance with PortalGuard

Monash Health - Customer Case Study

Monash Health, a large Australian healthcare provider with 14,000+ users across 50+ locations, needed to replace an aging two‑factor authentication (2FA) system for Outlook Web App and other internal apps while maintaining HIPAA/PIPEDA compliance. At the same time IT sought to cut the roughly 3,000 monthly password‑related help‑desk calls that were driving service costs and user friction.

PortalGuard provided an on‑premises, HIPAA‑aligned solution combining flexible 2FA (multiple OTP delivery methods) with an integrated self‑service password reset (SSPR) that works across desktop, mobile and browsers. The deployment supported OWA, Citrix and Netscaler, was easy to roll out (MSI/installable agent) and highly configurable for compliance; a conservative 20% reduction in reset calls yields savings above $75K/year and a payback period under one month.

Monash Health