Customer identity and access management

C-IAM, the cornerstone of customer-centric strategies?
The increasing digitalization of society has pushed companies to reinvent themselves by multiplying their sales channels.

In addition to physical stores, companies have invested heavily in the implementation of new points of contact such as e-commerce sites, mobile applications, call centers…
This multi-channel strategy has however seen companies encounter a major difficulty; each channel/service develops its own “customer” base and manages this base in an autonomous and decentralized manner. As a result, companies find themselves with a multitude of compartmentalized, heterogeneous “customer” databases with low-data quality.

At a time when data is an essential lever of value creation and when new regulations increasingly protect the citizen, it is essential for any company wishing to deploy a customer-centric strategy to know its customers well in order to offer them services/products adapted to their expectations. This requires the implementation of a centralized and decompartmentalized Customer Identity and Access Management (Customer IAM) platform .

C-IAM, what is it?

C-IAM (Customer Identity and Access Management) aims to build a centralized base of “customer” data and management rules, facilitating the sharing and enrichment of information. This foundation should offer or expose, through different services, functionalities for life cycle management, single sign-on, authorization and consent management. Amongst the expected modules are:

  • Centralized repository module : this involves centralizing customer information, and being able to share this information with the different components of the IS, either through synchronization mechanisms or data exposure mechanisms.
  • Lifecycle management module: this module is in charge of automating the processes of self-registration, customer on-boarding and off-boarding, self-service, progressive profiling…
  • Authentication Management Module and Authorization Management Module:
  • The Single Sign-On (SSO): a single authentication to access all applications, that’s the promise of SSO. The implementation of such functionality can be based on multiple approaches: Web SSO, identity federation (SAML2, OpenID Connect, WS-*…) which can be combined to meet different needs. Deploying an SSO solution (and thus reducing the number of passwords) helps to strengthen access security while improving the user experience.
  • Multi-factor authentication : strengthens security during authentication by using a second factor (OTP by SMS, push on a mobile application…); this guarantees the validity of the authentication provided by the user.
  • Self-Service ” password “: user can take remedial action on their own if they should lose or forget their password.
  • Consent management module , with the objective of centralizing the consents of customers and consumers and proposing:
  • An Opt-In center to allow customers to manage their consents independently.
  • Capture of consents from touchpoints (e-commerce site, mobile applications…)
  • Automation of consent renewal following changes in conditions.
The C-IAM base is not necessarily built on the basis of a single product and is not intended to replace CRM solutions; that said, it does reinforce or complete the existing bricks in the Information System in order to cover all needs.
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CIAM offers available

  • Over a dozen consultants working on C-IAM assignments
  • Active partnerships with major market players such as Ilex, Okta, Ping Identity, ReachFive, SAP Gigya?
  • Technical certifications acquired from software companies.
  • Over a dozen projects and consulting studies in progress as of August 1, 2020 with projects of all types (scoping, audit, integration) with a contractual commitment as to results (fixed price) or as to means (management).