The Rising Cost of Helpdesk Support
Helpdesk support represents a significant cost for businesses, particularly in managing employee access issues. Gartner estimates that 30–50% of helpdesk tickets are related to password resets, costing organizations between $70 and $100 per ticket on average. Multiply this by hundreds or thousands of employees, and the financial burden becomes clear.
Modern Identity and Access Management (IAM) solutions address these challenges by streamlining access processes, reducing dependency on IT support, and empowering employees to manage their credentials independently.
Why Helpdesk Costs Are a Persistent Problem
- Inefficient Password Management
Forgotten passwords are the most common cause of helpdesk tickets, reflecting an outdated reliance on static credentials. - Access Issues for New Employees
Delays in provisioning and deprovisioning accounts create frustration and increase ticket volumes. - Complex System Integrations
Many organizations operate with a mix of legacy and cloud systems, complicating access management.
IAM Features That Cut Helpdesk Costs
- Single Sign-On (SSO)
Reduces the need to remember multiple passwords by enabling a unified login across applications.
- Self-Service Portals
Allows employees to reset passwords and manage access without contacting IT.
- Automated Provisioning and Deprovisioning
Speeds up the onboarding process and eliminates orphaned accounts that pose security risks.
- Adaptive Authentication
Uses AI-driven risk assessments to verify user identities without unnecessary interruptions.
Benefits of Modern IAM Solutions
- Cost Savings: Organizations can save millions annually by reducing the volume of helpdesk tickets.
- Improved Employee Productivity: Employees spend less time waiting for access or resolving login issues, focusing more on their core responsibilities.
- Enhanced Security: By eliminating weak passwords and orphaned accounts, modern IAM solutions reduce the risk of breaches.
Case Study: Reducing Helpdesk Costs at Scale
A global tech company implemented an advanced IAM solution to address their high volume of access-related helpdesk tickets. By deploying self-service password recovery and SSO, they reduced password-related queries by 60% in six months. This translated to annual savings of $2 million while enhancing employee satisfaction.
Key Considerations for Adoption
- Scalability
Ensure the IAM solution can handle your organization’s growth. - Ease of Integration
Choose solutions compatible with your existing infrastructure. - Employee Training
Educate staff about the new tools to maximize adoption and effectiveness.
Conclusion
Modern IAM solutions are more than just security tools—they’re cost-saving investments that enhance operational efficiency. By reducing helpdesk dependency, businesses can allocate resources more strategically. Partnering with Trevonix ensures a seamless transition to these advanced systems, delivering long-term value.
