Global Hospitality and Timeshare Company
Problem
As a global company, this hospitality company struggled with all the disparate laws around what could be asked for security questions in the regions where it operated. For example, when booking a timeshare in the US, customers were asked for their SSN, but in Europe and Canada, providing a tax number was generally discouraged under privacy regulations. The company had to maintain different security questions for each region, which became an administrative nightmare. The legal and compliance teams were concerned about the liability associated with storing PI for all these security questions and the potential costs to the company in the event of a breach.
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Solution
By replacing security questions with Okta authentication—already registered by customers during the online booking process for the call center—the company simplified the caller experience. This change reduced the average call handle time by 2 minutes, allowing the company to lower the number of agents required. It also enabled existing agents to focus on providing real value by assisting customers, rather than spending the first third of the call on verification. Additionally, the solution is more secure and eliminates the legal risks of storing personal information, helping the company save on operating costs by cutting the storage and maintenance expenses associated with Q&A systems.