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2.5x More Cost-Effective Than Hard Tokens – No Devices, No Hassle

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1 Company Overview

A growing offshore BPO was considering hardware tokens to meet its compliance needs—but the logistics, costs, and complexity quickly added up. Between device procurement, replacements, and ongoing management, hard tokens became an operational burden that didn’t scale with a modern, remote-first workforce.

2 Business Challenges

Tokens are expensive and time-consuming. Lost devices, replacements, and manual setup created overhead for every new hire or password reset. Beyond costs, they added friction to the user experience. The BPO needed a secure alternative that delivered high assurance with none of the hardware headaches.

3 Technical Challenges
Implementing hard tokens at scale introduced a series of technical and operational hurdles:

  • Device Lifecycle Management: Tokens needed to be shipped, activated, tracked, and eventually replaced. This created a logistical nightmare for IT teams supporting thousands of distributed agents.
  • Lost and Stolen Devices: When a token was misplaced or stolen, agents were locked out, and IT had to manually verify identity, ship a replacement, and reconfigure access—slowing down productivity and increasing security risk.
  • Onboarding and Offboarding Delays: Each new hire required token provisioning, setup, and training. Similarly, recovering or disabling tokens during offboarding was inconsistent, leaving potential gaps in access control.
  • High Administrative Overhead: Managing an inventory of hardware tokens, tracking usage, and troubleshooting authentication issues consumed significant IT time and budget.
  • User Experience Friction: Agents had to carry physical devices, manage multiple credentials, and troubleshoot login failures—especially disruptive in a fast-paced, high-turnover environment like a contact center.
4 The Solution

Twosense replaced physical tokens with software-based, behavior-based authentication. There were no devices to distribute or manage—only continuous identity verification based on how agents behaved. It was secure, seamless, and scaled effortlessly across locations and job functions.

5 Results

By replacing hard tokens with Twosense Continuous MFA, the BPO achieved stronger security at a fraction of the cost. Authentication became a background process—removing friction for users and overhead for IT. The solution scaled effortlessly with their growing workforce, without the hassle of device logistics.

  • 2.5x More Cost-Effective – No tokens to buy, replace, or manage.
  • Frictionless User Experience – No devices, codes, or setup required.
  • IT Efficiency – Eliminated support tickets related to lost or malfunctioning tokens.
  • Seamless Scalability – Deployed across thousands of users without operational complexity.
  • Stronger Compliance – Delivered high-assurance authentication without relying on physical hardware.
6 Future Expansion

With the token problem solved, the BPO is using Twosense to standardize identity access across its global operations. They’re reducing reliance on traditional MFA altogether, aiming for a future where authentication is both invisible and cost-neutral.