Case Study: South County Hospital Healthcare System reduces password-reset workload and boosts helpdesk productivity with Tools4ever SSRPM

Ssrpm Allows South County Hospital Employees To Focus On More Important Tasks

South County Hospital Healthcare System, a 100‑bed acute care hospital in Wakefield, Rhode Island with more than 1,200 employees, was losing valuable time to password resets—about 20–25 help‑desk calls per month, each taking roughly 30 minutes. To reduce support calls and improve clinician workflow, the hospital turned to Tools4ever and its Self Service Reset Password Management (SSRPM) solution.

Tools4ever deployed SSRPM, integrated with Outlook Web Access, the Windows credential provider and remote web access (with Meditech integration planned), allowing users to answer security questions and reset their own passwords with no training required. The result: most of the 20–25 monthly password‑reset calls were eliminated, saving roughly 10–12.5 help‑desk hours per month, improving help‑desk productivity and letting staff focus on higher‑value tasks.

South County Hospital Healthcare System

Ken Hedglen

Manager of Technology