At GadellNet, we’re committed to strengthening both the security and efficiency of our client experience. One of the solutions we provide to support that goal is CyberQP’s Quickpass. This platform plays a key role in two areas of our service: protecting our clients from social engineering threats and improving the overall support experience by reducing recurring issues. Here’s why having a security tool to protect against impersonation attacks and improve IT operations matters for your organization.
Verifying User Identity to Prevent Threats
Cybersecurity threats are growing more sophisticated, and one way threat actors attempt to gain access to user accounts is by impersonating them. To keep accounts secure, we cannot rely on caller ID, familiar voices, or someone knowing an employee’s phone number or email. We rely on Quickpass for verifying user identity which is a key step in preventing unauthorized access.
Quickpass supports an efficient and secure authentication process that adds another strong layer of protection while giving your team self-service tools.
When someone contacts us for a password reset or to unlock their account, our team uses Quickpass to verify user identity before taking any action. This confirms that we’re giving access to the right person, not a threat actor. Quickpass supports an efficient and secure authentication process that adds another strong layer of protection while giving your team self-service tools.
For our clients, this means greater peace of mind. You can be confident that we’re not just responding to requests, but we’re verifying them to protect your organization.
Smarter Support Through Continuous Improvement
Quickpass is also an example of how our help desk operations always look to improve. For example, in recent years, we have reported a significant number of tickets per month for password resets and account unlocks.
Waiting for a password reset, no matter how quick, is downtime, and downtime is a loss for our clients.
Quickpass gives users a secure, self-service way to reset passwords and unlock accounts without the need to contact support. As a result, we eliminated over 60% of password reset tickets, reduced work stoppages, and allowed our team to focus on more complex issues.
After rolling out this solution, we adjusted the metrics our operations teams track. Fast and easy tickets, like password resets, can artificially lower the average Time to Resolution (TTR) when aggregated with other large-scale technology issues. Our average TTR reflects the reality of true problem-solving, not just quick fixes. We also monitor our median TTR, which remains under one hour, meaning most tickets are resolved quickly.
While others may focus on closing tickets quickly to boost stats, we prioritize identifying root causes and delivering long-term solutions that reduce repeat issues.
The Bottom Line
Quickpass helps us do two things better: verify user identity to protect your environment and minimize disruptions for your team. Whether you’re a current client not yet using Quickpass or a prospective client evaluating managed service providers, this is just one example of how we think proactively to support your mission. It’s not just about fast ticket closures; it’s about reducing the need for tickets in the first place.
If you have questions about putting CyberQP’s Quickpass to work for your organization, contact us today.
