Discover how a major Canadian energy provider reduced IT service desk calls by 85% through smart automation, self-service tools, and better password management — all without compromising security.
Keeping the IT service desk running smoothly is essential to keeping business and people moving. When a major energy provider found their team swamped by a constant flood of password resets and account lockouts, the impact was immediate: longer wait times, lower productivity, and an overwhelmed support staff.
That’s where they turned to Compugen. Through strategic policy updates, powerful self-service tools, and smart automation, we streamlined their support operations, reduced IT workload, and delivered a faster, more secure user experience — all while maintaining full alignment with security and compliance standards.
The Challenge: Breaking the Cycle of Password Fatigue
For the IT service desk, password resets weren’t just a nuisance — they were a roadblock to performance and efficiency.
With frequent password changes, forgetfulness, and account lockouts became a daily routine. The ripple effects were hard to ignore:
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Call volumes surged during peak hours, creating long queues and delaying responses to more critical issues.
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Employee productivity dipped as users waited for access to be restored.
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IT teams were stretched thin, pulled away from higher-value tasks.
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Security and compliance were at risk as frustrated users looked for shortcuts to stay productive.
Something had to change. The organization needed a smarter way to manage password-related support — one that would reduce call volume, cut downtime, and ease the burden on IT. But any solution also had to uphold strict security requirements.
The Solution: Bolder Steps Toward Smarter Support
As their long-time Technology Ally, we worked closely with the client’s cybersecurity, infrastructure, and operations teams to dream, design, and deliver a tailored approach. We implemented policy changes that could be adopted quickly and deliver a measurable impact.
Revised Password + Lockout Policies
We extended password expiration periods and increased lockout thresholds — reducing unnecessary resets and giving users a chance to correct errors before being locked out.
Self-Service Tools That Empower Users
We introduced a self-service portal and app for password resets and account unlocks. To speed up access and increase adoption, we introduced passwordless PIN options and an intelligent password assistant to guide users in creating stronger credentials.
Stronger Security + Compliance
We implemented new policies to block compromised passwords and enforced password history rules to ensure stronger security and compliance.
Training + Awareness
We educated employees on self-service tools to reduce IT requests. We also trained IT staff to support users in adopting new security and password policies.
By aligning our solution with the client’s needs, we crafted a future-proof IT support system that empowers users and enhances productivity without compromising security.
The Outcome: A Stronger, More Efficient Support Model
The results were clear and immediate:
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85% fewer password-related service desk calls
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Shorter wait times and less downtime for users
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Increased productivity and IT team capacity
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Lower operational costs through automation and adoption
The Future: A Foundation for Growth
This engagement reinforced what we already know: when IT support is frictionless, secure, and thoughtfully designed, productivity follows.
We remain committed to continuously enhancing the customer’s user helpdesk experience, reinforcing our steady focus on efficiency and security, and exploring innovative ways to support future growth.
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