Project Overview
Closeloop modernized PharmAcademic, a workflow platform for pharmacy education and residency programs, by integrating two-factor authentication (2FA) and automating user management processes. These enhancements strengthened security, simplified password recovery, and removed unnecessary user accounts efficiently. The improvements reduced support overhead dramatically and enabled program directors to focus on impactful tasks rather than manual system maintenance. As a result, overall user experience and operational efficiency improved significantly for administrators, residents, and preceptors.
Business Challenges
- High volume of password reset support tickets (~25% of total requests).
- Users struggled with unreliable email-based reset workflows.
- Manual removal of inactive preceptors consumed administrative time.
- No automated process for user lifecycle management.
- Authentication security required strengthening.
Solution
- Implemented Two-Factor Authentication (2FA) with Password Authentication Number (PAN).
- Integrated Twilio SMS service for secure password reset codes.
- Automated identification and removal of inactive preceptors.
- Standardized secure user management workflows.
- Improved platform security and user experience.
Approach
- Analyzed support data and authentication workflows.
- Designed a secure 2FA flow aligned with the platform architecture.
- Integrated SMS-based verification using Twilio.
- Built automation logic for inactive user detection.
- Tested thoroughly to ensure usability, stability, and security.
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