A leading credit services provider in Asia Reduces risk and increases profitability with an advanced access management solution

The leading credit services provider in Asia was facing challenges with its traditional password authentication processes. The company found that these processes were affecting productivity and increasing the risk of identity theft within their call center. Agents had to constantly enter their passwords as they moved from application to application, which proved costly as it added several seconds for each login. Additionally, agents had to remember more than one unique application login, each with stringent password requirements. This led to a number of bad and insecure password management behaviors, including password reuse among applications and writing passwords down. The company also found that call center agents sometimes shared passwords, which made it difficult for internal audit and compliance staff to confirm exactly who had access to what information. Sharing passwords also increased payroll costs as the company uses login data to track the hours that agents work.

The customer is a leading credit services provider in Asia. The company offers customer support to more than one million credit card holders around the world through more than 40 regional branch and service centers. To provide credit card holders the assistance they need, call center agents often must access customers’ highly sensitive personal information, such as social security numbers, account balances, and contact information. However, the company was facing challenges with its traditional password authentication processes, which were affecting productivity and increasing the risk of identity theft.