Recently, while looking through our customer base, we noticed a very interesting trend within our post-secondary education clients. Once we recognized this trend, we wanted to take a moment and identify this top issue and look at some of the reasons why this could be so?
We identified that the most common hurdle that our clients are facing within the education industry is account lockouts, a.k.a. self-service password reset (SSPR).
When looking at the grand scheme of things, this is not really a surprise. Schools have a large number of users that are vastly made up of students that have many things on their minds; surely, they will lock themselves out of their account at one point. Add to the mix of faculty and staff, some of which may be adjunct or part-time employees of the college or university, and you have quite the cocktail of end-users. One more piece to add to this puzzle is new students, both freshmen and transfer students that are trying to remember all of the before mentioned things and learn a new campus.
When looking at this breakdown of some of the list of possibilities above, the picture becomes a little clearer of why SSPR would be top of the charts. Without a SSPR solution set in place, this could mean an influx of Help Desk calls to unlock the students and faculty’s accounts. This would bog down the phone lines and prevent other, more important tech issues from being solved.
Also, think about it from a cost perspective.
At the start of any semester, there would be a large number of calls placed to the Help Desk to assist in unlocking the accounts. For the school, that means that there may be a need to have extra staff on hand to cover these simple calls. But adding extra staff is not as simple as it sounds: the extra staff costs the college wages, extra training, and the cost of extra equipment needed for them to do their jobs. All of those extras can add up in a hurry!
At the end of the day, PortalGuard understands this is a pain point for the education industry and has provided affordable solutions to help reduce Help Desk calls and also provide strong authentication security on the backend.