Eliminating Password Fraud, Phishing & Resets in BPO Operations

1. Challenge

A large BPO organization managing over 40,000 employees sought to replace its outdated internal access tool. Their legacy system was costly, labour-intensive, difficult to scale, problematic on multiple fronts, and failed to cover most operations. After another large BPO had suffered a high profile ransomware attack costing tens of millions of dollars, our client was looking for a complete solution to cover all operations.

2. Pre-MyCena^®

Before MyCena^®, the company struggled with:

• Password fraud, phishing and burn leading to significant costs and client complaints
• High volume of password resets from forgotten or deliberately locked-out accounts
• Frequent overtime costs and SLA penalties
• Poor service quality due to login delays and credential handling
• Limited reach of internal access tool across operations

3. Post-MyCena^®

After a successful pilot—including complex environments like mainframes and telephone systems—the organization adopted MyCena^® to manage login credentials securely at scale

Key features included:

• Segmented, encrypted credential deployment via the Access Kit
• Auto-fill for https, mainframe, and local applications
• Zero user visibility of passwords
• Immediate access provisioning without employee lockouts
• Full traceability for compliance and governance

“We brought in MyCena because of how quickly they adapted to our complex environment.
Their solution drastically improved how we manage credentials across our operations.”
— Customer Relationship Manager, Call Center

4. Business Impact
WHY IT MATTERS
MyCena’s patented architecture eliminated password-related disruptions by removing user-managed credentials entirely.
By distributing encrypted, segmented access through the Access Kit, the company:

• Reduced service delivery risks
• Strengthened access governance
• Improved employee productivity and morale
• Lowered operational penalties and costs