Challenge

As a major player in the competitive UK finance sector, Tesco Bank wanted to improve customer experience and increase the agility of its business. However, this had to be balanced against compliance with stringent financial regulations, including PSD2.

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To achieve this, they looked at introducing a new self-service web portal for their general insurance customers. But with many siloed identities already saturating a disparate ecosystem, they explored replacing legacy security technologies across both web and mobile in tandem.

The ultimate goal was to build a common identity layer that would break down all their existing identity silos, and allow the new application to be integrated within that layer.


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A chance to innovate and improve customer experience - and break down identity silos at the same time

ping
Solution

Ticking all the boxes to minimise friction and enable self-service - all in just 12 weeks

Tesco Bank set up a proof of concept to evaluate prospective vendors, testing how well they could deliver a customer authentication journey and abstract authentication and authorization from the application itself. The Ping Identity solution, supported and implemented by ProofID, emerged as the first-choice option.

PingAccess and PingFederate could be deployed across web, mobile and API, giving Tesco Bank the flexibility in authorisation capacity to minimise friction and deliver a customer-centric experience - all while maintaining PSD2 compliance.

ProofID set to work as the managed service provider and implementation partner for the process. Working together with the Tesco Bank team, we configured their new PingAccess and PingFederate cluster to secure their general insurance application in just 12 weeks.

Counter Vector
COMPANY FIGURES
0  Users
now benefit from unified customer identity across banking services. 
0  Transactions
processed per day with continuous risk-based authentication. 
0  Weeks
o configure and secure the general insurance application with Ping Identity. 
0  Users
now benefit from unified customer identity across banking services. 
0  Transactions
processed per day with continuous risk-based authentication. 
0  Weeks
o configure and secure the general insurance application with Ping Identity. 
Results

Delivering unified customer identity, for better experiences, safer banking and stronger compliance

The end result was a unified customer identity, supported by Tesco Bank building a single-factor login journey and deploying it across their private AWS cloud. This means customers can now rely on a common identity provider across banking, credit cards and general insurance.

Furthermore, Tesco Bank developers can now implement new applications in days or even hours, processes which would have taken weeks previously. And ths use of continuous, risk-based customer authentication has kept them firmly on the right side of PSD2 compliance.



  • Enabling self-service features and unified customer identity
  • Meeting PSD2 compliance demands in full
  • Embracing the potential of Open Banking
  • Alleviating security responsibilities from developers
  • Lower time and cost demands on new applications and features
  • Deeper customer insights to help improve future experiences

“We faced many challenges given the schedule and number of people and processes involved. But Ping’s products and team couldn’t have been much easier. The Ping strategy and roadmap are so well aligned with what we want to do as a bank. From the Ping perspective, I’ve been really, really pleased.”

David McConchie
Customer Security Architect, Tesco Bank
David McConchie
Customer Security Architect, Tesco Bank

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