Identity management & customer access
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 contact points such as e-commerce sites, mobile applications, call centers, etc.
This multi-channel strategy has created a major challenge for companies. Indeed, each channel/service develops its own "customer" database and manages it in an autonomous and decentralized way. As a result, companies find themselves with a multitude of compartmentalized, heterogeneous "customer" databases with poor data quality.
At a time when data is an essential lever for value creation and new regulations are increasingly protecting citizens, it is essential for any company wishing to deploy a customer-centric strategy to know its customers better 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 platform (Customer IAM).
What is C-IAM?
C-IAM (Customer Identity and Access Management) aims at building a centralized base for "customer" data and management rules, facilitating information sharing and enrichment. This foundation must offer or expose, through different services, life cycle management,single sign-on,authorization and consent management functionalities. Among the expected modules, we find:
This module is in charge of automating the processes of self-registration, on-boarding and off-boarding of customers, self-service, progressive profiling, etc.
- Single Sign-On (SSO): a single authentication to access all applications is the promise of SSO. The implementation of such functionality can be based on multiple approaches: Web SSO, identity federation (SAML2, OpenID Connect, WS-*, etc.) which can be combined to meet different needs. Deploying an SSO solution, by reducing the number of passwords, allows to reinforce access security while improving the user experience;
- Multi-factor authentication: it allows to reinforce security during authentication by using a second factor (OTP by SMS, push on a mobile application, etc.) and thus to guarantee the validity of the authentication provided by the user;
- Password self-service: it allows the user to be autonomous in case of loss or forget of his password.
- A preference center (Opt-In) to allow the customer to manage his consents in an autonomous way;
- Consent capture from touchpoints (e-commerce site, mobile applications, etc.);
- Automation of the renewal of consents following changes in conditions.
The C-IAM foundation is not necessarily built on the basis of a single product and is not intended to replace CRM solutions, but rather to reinforce or complete the existing components of the information system in order to cover all needs.
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