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


As a non-profit organization, Masonicare was looking for an efficient and cost-effective way to handle password resets. Help desk employees were continuously inundated with password-related calls during each shift, which lead to increasing hold times in their call queue. With a user base of 2,400, Masonicare needed a self-service password reset (SSPR) solution to reduce the amount of help desk calls. 


With PortalGuard, Masonicare benefited from: 

  • Quick and easy self-service password reset (SSPR) 
  • Flexibility to reset passwords remotely via mobile SSPR application 
  • Help screens to guide end-users with the SSPR process  
  • Full control over the configuration of password policies 


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