Customer case study · Global Customer Experience (BPO)
How Transcom reached 99.99% uptime for 13,000 employees across 80+ locations
When you’re dealing with tens of thousands of people who are trying to work from home, we just can’t afford for access to be down.
The challenge
When COVID-19 required Transcom to transition thousands of contact center agents to remote work at home, authentication became mission-critical. The incumbent IAM provider repeatedly failed to keep its platform stable at scale. Major global outages took every user offline at once. For a business acting as the authentication layer for clients in regulated industries, that exposure was unsustainable.
Transcom needed a replacement that could operate reliably across every global location. It had to support authentication in restricted environments where mobile devices are prohibited, and handle compliance requirements across PCI, healthcare, and financial services within a single platform deployment.
Regulated environment MFA needs Phones are prohibited on PCI-compliant contact center floors, so SMS, push, and authenticator apps could not cover a significant portion of the workforce.
Compliance complexity across industries Financial services, PCI-scoped retail, and healthcare clients each impose different authentication constraints. One platform had to meet them all without separate deployments.
The SecureAuth solution
Transcom evaluated the market before selecting SecureAuth. The decision came down to four factors:
- Reliability at global scale
- Flexible authentication coverage across regulated client environments
- Configurable compliance policies that could adapt without platform changes
- Self-service capabilities that reduced IT overhead measurably
SecureAuth looked like a good mix of technology and value for money.
Platform reliability
Before SecureAuth
3–4 outagesMajor global outages each lasting over an hour, affecting every user in every location simultaneously.
With SecureAuth
99.99% uptimeConsistent authentication experience since deployment across 13,000+ employees and 80+ global locations.
Flexible MFA method coverage by environment
Before SecureAuth
Not an option on PCI floorsSMS, push notifications, and authenticator apps were not an option for a significant portion of the workforce.
With SecureAuth
5 methodsCovering regulated floors and remote workers from a single, centrally managed platform.
One of the things that attracted us to SecureAuth is the ability to use different levels of authentication or different methods of authentication: we could do email authentication, mobile phone authentication, SMS authentication, telephone call authentication, and token authentication.
| Method | Regulated environment | Remote worker |
|---|---|---|
| Hardware token | Available | Available |
| Email authentication | Available | Available |
| Telephone call | Available | Available |
| Mobile push | Not available | Available |
| SMS | Not available | Available |
Configurable compliance policies that could adapt without platform changes
Before SecureAuth
New rules with every clientFinancial services, PCI-scoped retail, and healthcare each impose different authentication constraints.
With SecureAuth
Onboarded without rearchitectingAuthentication policy adapts per client environment; PCI, financial services, and healthcare served without re-engineering the platform.
Onboarding a new regulated client does not require rearchitecting the authentication layer. The platform adapts to compliance requirements.
Self-service password resets: measurable ROI
Before SecureAuth
Resets through ITEmployees contacted the helpdesk to resolve their own authentication issues.
With SecureAuth
15–20% fewer ticketsFollowing self-service password reset implementation across 13,000 employees, a direct reduction in IT operational burden and support cost.
SecureAuth’s configurable workflow engine allows organizations to design self-service password flows that meet their specific security and compliance requirements without requiring IT intervention. For Transcom, this meant 13,000 enrolled employees across 80+ locations could resolve their own authentication issues without contacting the helpdesk, with an immediate, measurable impact.
Once we got self-service password resets implemented, for sure, there was a reduction in ticket volumes. Somewhere between 15 and 20 percent.
Planning a similar rollout?
Request a DemoAbout Transcom
Transcom is a global customer experience company serving more than 300 clients from over 80 locations. Many of its clients are in financial services, retail, and healthcare, so its workforce often operates under strict compliance rules on how employees work and what data they can access.
- Industry
- Global Customer Experience (BPO)
- Employees
- 30,000+, with 13,000 secured across 80+ locations
- Authentication events
- ~1M per year
- Environments
- PCI-compliant contact center floors and remote workers
- SecureAuth product
- Workforce Authority