Enhancing Your CIAM Platform Enhances Business Outcomes

By now, most organizations understand how essential customer identity and access management (CIAM) solutions are to providing seamless, secure and personalized customer experiences. As customer expectations for digital experiences grow higher every day, CIAM solutions are more important than ever, especially for organizations managing large customer profiles. When used effectively, CIAM platforms have the potential to unlock new business value by streamlining processes, enhancing the customer experience and aligning CIAM systems to business domains using secure customer data you already have. 

A modern CIAM solution completely changes the way that consumers interact with the services you provide and effectively brings together a labyrinth of sensitive systems from decentralized parts of the organization. With CIAM solutions, you can achieve your access management goals, with features like:

• A radically improved consumer experience with flexible authentication methods, customizable consumer profiles and friction-free access.
• A centralized and extremely flexible platform for consumer access, applicable for all business units across all channels, including the ability to integrate with a vast array of third-party systems.
• Enhanced security through purpose-built software, designed to manage access and protect both sensitive and confidential consumer information.

Organizations today are using CIAM solutions in a number of ways, from enabling customer self-service and streamlining customer interactions to providing personalized content based on preferences and behaviors.

By centralizing customer data and providing customer service representatives with real-time information, for example, businesses can quickly resolve issues and provide an experience customized to their customer’s needs.

One of the most valuable elements of a modernized CIAM solution is the ability to use it as a complete platform integrated with customer data to manage the user experience and simplify existing processes into something much more user-friendly.

Where we’ve seen many customers gain the most value from CIAM solutions is by integrating the platforms into their organizations aligning it closer to their business domains.

In healthcare, for instance, we’re seeing organizations get more value out of customer identity data by leveraging the information they have to form a closer relationship with patients. By improving the patient experience and tailoring go-to-market materials to patient needs, many healthcare organizations are finding new ways to streamline their current business processes.

For example, registration processes in the healthcare field with medical record systems have long been disjointed and complex. Historically, users are required to do a lot of heavy lifting across several systems in order to give patients access to their medical records. This typically involves configuring multiple systems and generating activation tokens before the patient is allowed to self-provision information for themselves.

Using orchestration through a CIAM platform allows users to stay within a single, unified system, enabling easy and seamless provisioning of resources for patients on the back end with a single activation token.

In addition, without integrating medical records and partner systems within the organization, and especially the call center, customer service staff are accessing multiple systems in real-time, causing delay and frustration by patients and hospital staff. It can take several minutes to collect a patient’s information and direct their call before the patient even describes their problem. An enhanced CIAM platform can cut this wait time down drastically by identifying the patient quickly through a centralized data store and directing their call in seconds, improving the customer experience and giving internal staff more time to spend on other tasks.

In fact, many customers have found that leveraging the data present in CIAM platforms, capturing business processes and re-engineering them to be simplified across different systems and complexities can drastically improve business performance and customer experiences for industries of all kinds, from insurance to financial services and beyond.

Customer identity access management solutions are an essential piece of the customer experience puzzle for any business that values customer security and satisfaction. By providing a secure and streamlined login process in addition to personalized content and services, your organization can:

• Boost business outcomes by aligning your CIAM platform to your business goals
• Reduce call center times and times to resolution
• Improve the overall customer experience
  

For organizations struggling with poor customer experiences or dealing with legacy systems approaching end of life, implementing a functional CIAM solution today can help mitigate the risk of more complex issues in the future.

When evaluating CIAM solutions, be sure to engage a trusted information technology solution provider with advanced expertise in implementing strategic security solutions in identity access management and customer identity access management.