About the client
The client is one of the largest medical organizations in the United States with a mission to improve the health of people and advance the practice of family medicine.
Client challenges
The client faced high support workload due to frequent password reset requests, limited portal security, and a lack of self-service options for users, resulting in slower response times and decreased customer satisfaction.
Solution
LevelShift enhanced the client’s portal security and user experience by implementing self-service password management and multi-factor authentication. The solution included:
- Self-service password reset: Allowed portal users to reset passwords independently without relying on the support team.
- Login flows with multiple reset options: Guided users through a streamlined process to update and change passwords efficiently.
- Multi-factor authentication (MFA): Added an extra security layer, requiring users to validate via a security question before resetting passwords.
Benefits
By implementing self-service password management and multi-factor authentication, LevelShift improved portal security and user experience. The benefits include:
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Enhanced user experience: Streamlined processes increased customer satisfaction.
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Reduced support calls: Self-service password reset decreased reliance on the support team.
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Stronger security: Combining self-service resets with MFA ensured safer account access.