Major Energy Provider Cut Password-Related Service Desk Calls by 85%

How a major energy provider cut password-related service desk calls by 85% with smarter policies, self-service tools, and automation, while keeping security tight.

When people can't log in, work stops. For one major energy provider, that was happening every day. Password resets and account lockouts were flooding the service desk, wait times were climbing, and a capable support team was spending its days on the same repeat requests.

They called Compugen. We listened first, then got to work. We updated policies, gave people self-service tools, and automated the busywork, all while staying in step with their security and compliance standards. The result is a service desk that moves faster and a support team with room to breathe.

Frequent password changes led to forgotten passwords, and forgotten passwords led to lockouts. What started as small interruptions added up fast:

• Calls piled up at peak hours, which pushed more urgent issues to the back of the line.
• Employees sat idle while they waited to get back into their systems.
• The IT team was stretched thin, with little time left for higher-value work.
• Security was quietly at risk as frustrated users looked for workarounds.

They needed a better way to handle password support: fewer calls, less downtime, and a lighter load on IT, without compromising on security.

Compugen worked side by side with their cybersecurity, infrastructure, and operations teams. The teams designed an approach they could adopt quickly and measure right away.

Smarter Password + Lockout Policies
We extended password expiration periods and raised lockout thresholds. Fewer resets were needed, and users had room to fix a typo before getting locked out.

Self-Service People Actually Use
A new self-service portal and app let employees reset passwords and unlock accounts on their own. Passwordless PIN options made access quicker, and an intelligent password assistant helped people create stronger credentials.

Security That Holds Up
New policies block compromised passwords, and password history rules keep old credentials from coming back into rotation.

Training for Everyone
We showed employees how to use the new tools with confidence. We also trained IT staff to support users through the policy changes.

• 85% fewer password-related service desk calls
• Shorter waits and less downtime for employees
• More productivity and more capacity for the IT team
• Lower operating costs through automation + adoption

The best service is the kind people barely notice. When support is simple, secure, and built with care, employees get back to work and the business keeps moving.

We'll keep refining their service desk experience, stay focused on efficiency and security, and look for new ways to support wherever they're headed next.

Ready to take the pressure off your service desk? Let's talk.