Best Practice Tips for Successful Customer Identity and Access Management

Identity and Access Management is now considered a secure alternative to passwords as an authentication method. However, in addition to security, the user experience also plays an important role. With these six tips, providers can ensure an optimal customer experience and therefore satisfied customers. Securing critical data is an essential part of digital transformation. Many companies still use passwords as their main authentication method. However, as a relic of the pre-digital age, it has long been declared a major insecurity factor and obsolete. Identity and Access Management (IAM) offers an effective and less costly alternative.

The key to a successful IAM approach is the correct identification and profiling of customers based on data. This is the only way for companies to correctly understand the needs and interests of users and offer appropriate services and products that guarantee a personalized customer experience. Both sides benefit from this relationship, as companies can increase customer loyalty and business profits and users receive the information and services they really want.

While IAM is being used more and more, the demands on its functionality are also growing and it now has to do more than just provide security. A successful solution must also guarantee customer satisfaction and serve multiple stages and platforms of customer contact without overburdening or scaring off the end user. Nevertheless, companies should consider the implementation of a suitable customer IAM solution (CIAM) as a top priority, as it can have a direct impact on the company’s success as the link between IT, marketing and sales.

With the following six tips from PATECCO, companies can successfully optimize their customer IAM for security and customer satisfaction:

The right balance between usability and security

While ease of use is a critical factor, it should not be built at the expense of privacy or lax practices for accessing company data. Just as front doors are not opened to just anyone, companies should be welcoming but not allow access to cyber thieves.

Evaluate IAM solutions according to scalability and availability

The scope of customer IAM programs is often much larger than that of employee IAM programs. Customer populations can number in the millions and fluctuate at any given time, so organizations should evaluate IAM vendors on their ability to scale, branding, customization, availability and performance. Vendors should be selected based on their ability to adapt to current and future business needs.

Customers should have immediate access to applications

Consumers have no patience for long waiting times when logging in and registering. With poor performance and slow responsiveness, users quickly abandon apps and switch to the competition. Therefore, customer IAM solutions should offer response times of just a few milliseconds.

Existing technologies should be integrated

Let’s be honest, it’s never easy to start from scratch. Especially when companies have been working successfully with legacy technology for years. Therefore, it can sometimes make sense to build on existing IAM investments. Leveraging existing identity tools, even if they are separate instances, can potentially reduce the cost of technical support, training and licensing. In these cases, organizations need to ensure that their customer IAM solution is designed to integrate seamlessly with existing technologies.

Multi-platform is a must

Even a single customer uses multiple platforms to engage with the brand: desktop and mobile web, phone and in-person interactions. This leads to an explosion of new use cases for customer identity – not to mention unique technology requirements.

Organizations should ensure that their customer IAM solution can not only address current browser and software-based applications across these platforms, but has the vision and capabilities to serve future needs such as the Internet of Things, Big Data, product development and risk management.

Implementation of various authentication methods

Every customer is unique and has their own preferences. Just as online stores offer a variety of payment methods such as credit card, PayPal, etc., CIAM solutions should provide a variety of authentication options to suit every taste. Social logins, SMS texts and biometric authentication methods offer different customers the convenience they need. Companies can thus combine data protection with a positive customer experience.

At the heart of successful customer IAM is always the positive customer experience, which ultimately has an impact on overall business success. Companies must find suitable solutions to keep customer satisfaction high and personalize services better. This is the only way for companies to stand up to the competition and retain customers in the long term.

Scroll to Top