The Compelling ROI of Password Reset Automation
by Wayne Smith, Marketing Manager, Interactive Northwest, Inc.
Research Concludes Password Reset Automation Yields Big Savings
What if your enterprise-level organization could save upwards of 20%-30% per year on IT helpdesk expenses while substantially reducing the workload of helpdesk staff? It just sounds too good to be true, right? Many research studies have found that automating the password reset process provides a hard return on investment, often paying for itself within the first year of deployment.
Research studies conducted by Gartner, Forrester Research, and other reputable organizations over the last decade find that helpdesk calls range from $10-$30 per call, and about 20%-40% of those calls are password related. Aggregate research clearly indicates that password-related helpdesk inquiries are a significant expense for larger organizations and represent a sizable drain on both user and helpdesk agent productivity.
Most IT departments face heavy workloads that place high demands for efficiency and productivity on team members. Automating the password reset process shifts this low skill activity away from IT staff, freeing them up to work on projects that require their technical expertise. Additional gains are realized by users who are able to reset their passwords independently and be back to work in a matter of minutes, rather than calling the helpdesk for a 15-20 minute call. Furthermore, remote and traveling users are able to reset their passwords 24/7, allowing them to continue working when IT staff is not available. When revising a proposal or preparing for a crucial business development meeting, waiting till morning to regain system access can have costly ramifications.
Password Reset by the Numbers
So how does all of this translate to an organization’s IT budget? Let’s imagine an enterprise-level organization with 5,000 employees that has an annual helpdesk call volume of 20,000. At $15.00 per call, that’s an annual expense of $300,000. If we assume that 30% will be password related, that’s an annual cost of around $90,000. If the organization automates the password reset process and implements a rigorous user adoption program, studies indicate that 70% of the password-related calls would be resolved without the need for a helpdesk agent. The organization will realize about a $63,000 savings in the first year alone!
As you can see from this example, it is relatively easy to project the annual savings that an organization will realize from automating the password reset function. The numbers will vary, of course, for each organization. Use our Password Reset ROI Calculator to enter your own data and project the savings for your organization.
Introducing INI IDReset™
INI has recently introduced INI IDReset, an automated password reset application suite that enables Active Directory users to reset their passwords using a web or phone based interface. INI IDReset has been designed to improve security, reduce costs, and increase productivity by enabling users to independently regain access to the corporate network without the assistance of a helpdesk agent. By leveraging existing Active Directory and Avaya infrastructure, INI IDReset contributes to a maximized return on your platform investment. Contact INI to see how much your organization can save by automating your password reset process.