Vertex's IT team had become, by accident, an MFA-reissue desk. A three-person team was handling roughly 180 password-reset tickets a month — most of them mundane, most of them avoidable, and all of them eating the time the team needed for higher-leverage work.
Vercrio was sold internally as a workforce-experience project, not a security project. Marcus's argument was straightforward: removing the password meant removing the tickets, and that recovered a quarter of his team's monthly capacity.
Three months in, the ticket queue is roughly where Marcus predicted. The follow-on win was unplanned — onboarding for new hires went from a multi-day waiting-on-IT loop to something a manager could complete in a short video call.
"My team got their week back," Marcus says. "And the security org got a phishing-resistant default they didn't have to fight for."