Healthcare Provider
Problem
Healthcare workers spent valuable time verifying their identities with the help desk—time that could have been better spent on patient care. As a healthcare provider, they also had to remain vigilant about complying with HIPAA regulatory requirements and mitigating the risk of breaches caused by insufficient verification methods or human error.
Solution
The organization leveraged existing Okta MFA registrations that employees already had to quickly and securely verify their identities when calling the helpdesk. All verifications were automatically logged in ServiceNow for audit and alerting purposes, streamlining the entire process and improving efficiency.
As a result of implementing Caller Verify, call durations were cut in half—from approximately 4 minutes per call to less than 2 minutes. With around 8,500 calls per month, this saved 17,000 minutes, or 283 hours, every month.
Additionally, both end-user and agent satisfaction improved significantly. Inspired by these results, the organization began exploring further automation options, including IVR telephony and chatbot technologies, to achieve even greater time and cost savings while enhancing end-user convenience.
Check our product application in other sectors
See how our solution is put into practice
Banking
Professional services
Software
Ready to stand up to impersonators?
We’re eager to share our clients' success stories and demonstrate how preventing social engineering attacks at the help desk can benefit your business—because everyone deserves top-tier cybersecurity.