Addressing Customer Pains and Needs with the PortalGuard Integrated Authentication Package

In the IT world, a single pain point can mean the difference between a successful implementation of a solution or the scrapping of an entire project. These pain points come in many sizes: from something as small as a rise in password resets at the end of the year, to something as large as a production failure due to inability to integrate with the newest software. Even worse: these pains often cost a veritable arm and a leg to deal with, let alone resolve.

With the Integrated Authentication Package offered by PortalGuard, we work with our customers to determine each pain point and solve it directly. We’ve worked with hundreds of customers to find out common pain points that can slow up or even halt production of a new IT solution, and PortalGuard is well equipped to address each and every one of them.

Take a look at some of the most common pains in IT today and let us know what is driving you to find a solution that can better your environment. The team behind PortalGuard is ready and willing to help you become the IT Hero of your organization.

Customer Pain Points

A major pain point for any institution is the problem of Help Desk calls. Help Desk calls are often an unnecessary drain on resources that can and often should be utilized elsewhere. PortalGuard provides many tools and integration points to address many of the common pain points associated with Password Reset, Account Unlock, and anything else that comes into your Help Desk

Pain Points such as:

  • Receive 50 Password Related Help Desk calls per day
  • 1,000 Help Desk calls per month for forgotten passwords
  • Some end-users show up every few months
  • Need to change all student passwords — Cannot wait
  • Passwords are typically forgotten after a long weekend — Two days on, Four days off
  • "Password Reset" requests are often ambiguous — i.e. for which system?
  • Over 500 Password Reset calls fielded by the Help Desk per month
  • 30% of Help Desk calls are related to Password Resets
  • Help Desk experiences a huge influx of Password Reset calls at the start of each semester and over long holiday weekends
  • Hosting multiple SharePoint farms and need an efficient way of allowing users to update/reset their passwords on and off site
  • 60 Password Reset calls received over the long weekend
  • No way for staff to reset passwords after hours/on weekends
  • Users often get locked out of Office 365 when the Password expires
  • Teachers need to be able to reset their AD passwords during weekends and vacations
  • Help Desk resources cost more than $7 per ticked — most tickets being related to password resets
  • Microsoft SSPR is cumbersome for new students and faculty
  • Authentication over the phone is not reliable
  • Users want to be able to reset passwords without calling the Help Desk
  • Passwords do not expire but need to in the future
  • Help Desk password reset calls surge after holidays and breaks

With any IT solution (Self-Service Password Reset, Single Sign-On, Two-Factor Authentication, Etc.), user adoption is key. PortalGuard implements many services that work to improve adoption rates substantially — easing the transition for the end-users and lightening the load placed on local IT resources.

Common Pain Points and Solution Examples

  • Need more accessibility without changing the existing login experience
  • Upgrade to a more integrated SSPR to increase adoption
  • Dozens of new contractors are added every day
    • These AD accounts have the "Require password change on first use" flag enabled
    • On-boarding these users requires a Help Desk call or for the contractor to come on site to get a Jabil laptop/workstation

Alongside Password Reset, the problem of multiple password prompts can become a real pain for end-users, which increases traffic to the Help Desk as well as a dire need for issue resolution. PortalGuard's extensible SSO framework works simply behind the scenes to address many issues that arise from having too many Password Prompts.

Issues such as:

  • SSO for less than 10 apps
  • Web-based SSO for students and Kerberos for SSO for faculty
  • Client's employees need to manage 10+ different credentials resulting in many help desk calls
  • SSO for doctors and nurses from mobile devices
  • Too many systems, which make access management difficult as ex-employees could slip through the cracks and access sensitive data
  • Students are required to login to 20+ apps on a daily basis
  • Three main apps are not integrated and separate logins are required
  • Legacy apps are the primary need for SSO
  • Students and new faculty complain about having too many logon prompts
  • SSO between their mobile app and intranet website
  • Independent username and password for each app is troublesome
  • Teachers put usernames and passwords on note cards and pass out to students for login
  • Staff are heavily invested in Office 365 and SharePoint and face numerous login prompts
  • Rapid increase in outlier apps being utilized by students
  • External applications being added make it more cumbersome to manage individual logins
  • Utilizing the same password for multiple accounts
  • Too much time wasted by employees logging into all necessary apps and web services
  • SSO to 60-70 applications can be expensive - other solutions quote 7 figures!
  • SSO to multiple web apps (some custom) for external websites that customers and suppliers login to
  • SSO for 3-4 web apps

In light of the recent increase in data breaches, security is a major factor when considering an authentication solution. PortalGuard provides a granular 2FA solution that can be configurable to address many of the common pains felt throughout various organizations.

Pains such as:

  • Need to require 2FA for faculty and staff when outside the network
  • Current 2FA solution is difficult to manage and offers little to no support
  • Hard tokens and Mobile phones not an option for 2FA
  • Investigating 2FA based on recent data breaches
  • Currently using Campus EAI for SSPR it only offers 2 challenge questions for verification

Many organizations require 2FA and improved authentication security in order to maintain compliance with specific agencies. The drive for meeting compliance often introduces a string of new pains that need immediate resolution.

Pains such as:

  • Need to meet banking compliance mandates and proactively protect data
  • No security breaches or compliance mandates, but identified the need to provide a higher level of security
  • Need to provide resolution after a recent security incident
  • Faculty and staff consistently targeted by phishing attacks
  • Need to keep up to date with security

Utilizing a VPN for remote access is not always an easy task to acheive. Many organizations run in to problems with less-stringent authentication security in scenarios where stronger security is not only recommended, but required. PortalGuard is fully capable of addressing typical pains associated with VPN access.

Pains such as:

  • Global employees remote into their VPN utilizing single factor only
  • Requirements have come down to add 2FA to Cisco ASA VPN in the near future

User experience is a major factor in what pains overtake an organization. Beneficial UX will prevent pains, while poor UX will increase traffic to the Help Desk, bogging down resources and increasing incurred costs. This holds true for both internal and externally accessible sites.

PortalGuard helps address pains such as:

  • Trying to standardize logins
  • External websites that customers and suppliers login to
  • Retirees located around the world still need access to Lawson and their benefits

Administrative challenges are often overlooked until there are so many problems, it can seem impossible to address them all. PortalGuard is designed with usability in mind and provides administrators with full, simple to understand control over a suite of over 100 features to address the most common and cumbersome pains that crop up.

Pains such as:

  • Setting up Shibboleth is very difficult and cannot be easily managed
  • UAG is end of life and needs a suitable replacement
  • Cannot enable native SPNEGO because not all users have AD accounts
  • Need different policies per Organizational Unit in Active Directory

For business or organizations that are heavily invested in SharePoint, the pains can seem neverending. Between various direction shifts from higher-ups and the desire to be 'future-proof' with SharePoint, it is necessary to have a solution that addresses these pains directly.

Pains such as:

  • Need to secure highly sensitive data in new SharePoint Server
  • Want to securely expose SharePoint to external users
  • Multiple SharePoint farms are in place and users need an efficient method to update/reset their passwords both on and off site
  • Staff are heavily invested in Office 365 and SharePoint and face numerous login prompts