Counting on customer identity to put customer experience first

Counting on customer identity to put customer experience first

INDUSTRY / Banking & Finance

SOLUTION / Customer Identity

logo-tesco

CHALLENGE

Improve customer experience.
Meet PSD2 compliance.
Increase business agility.

SOLUTION

Unified customer experience.
Configured and deployed customer identity solution in 12 weeks.
Achieved PSD2 compliance.
Delivered self-service features.

RESULT

Unified customer identity solution.
Supporting PSD2 regulations and Open Banking initiative.
Self-service features.

TECHNOLOGY

PingAccess
PingFederate

CHALLENGE

Improve customer experience, meet PSD2 compliance, increase business agility.

McConchie and team faced three major challenges: improve customer experience, meet PSD2 compliance and increase business agility. Their first requirement was delivering a new single-factor authentication solution for a self-service web portal for their general insurance customer base. But this would introduce yet another siloed identity into their already disparate identity ecosystem. To meet the targeted launch date, the team had a narrow window in which to change course. This included finding a way to efficiently stand up the products, build a single-factor authentication journey and configure all of the insurance products to provide the necessary security that they required.
Next up was replacing their legacy security technologies across both web and mobile so the Tesco team could build out the requirements of PSD2. They needed to address the API security requirements of open banking and implement continuous risk-based authentication. McConchie says, “It was certainly a high-risk project because the web and mobile channels were existing and servicing millions of customers. There was considerable focus from senior stakeholders to ensure we were able to migrate off our legacy security technology without impacting customers adversely.”

SOLUTION

Unified customer experience, configured and deployed customer identity solution in 12 weeks, achieved PSD2 compliance, delivered self-service features.

Facing hard deadlines and a growing list of requirements, the bank orchestrated a proof of concept between their incumbent vendor and Ping Identity. To pressure test the technologies, they built a dummy web application to compare each vendor’s ability to deliver a customer authentication journey and abstract authentication and authorization from the application itself. They wanted to see how each vendor could break down their identity silos and bring it all together to build a common identity layer.
Ping + ProofID emerged as the winners. Explains McConchie, “We saw how we could use PingAccess and PingFederate to work across web, mobile and API. The ease with which we could deploy across channels was a critical factor, also the dynamic authorization of Symphonic (now part of Ping DataGovernance). Ping’s solutions give us the flexible authorization capability we need to minimize friction and deliver a customer-centric experience.”
“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

RESULTS

Unified customer identity solution. Supporting PSD2 regulations and Open Banking initiative. Self-service features.

Working with ProofID as their managed service provider and implementation partner, the Tesco Bank team configured their new PingAccess and PingFederate cluster to secure their general insurance application in just 12 weeks. This was no easy feat, requiring them to build a single-factor login journey and deploy it across their private AWS cloud. But now that they have a common identity provider across banking, credit cards and general insurance, Tesco Bank is able to leverage a unified customer identity to deliver better customer experience and gain customer insights.

By implementing a common security layer, Tesco Bank has also alleviated security responsibilities from developers, reducing the cost and time needed to launch new applications and features. They’ve implemented applications in days or hours that once would have taken weeks, including self-service features that help Tesco Bank customers take advantage of payment deferral programs during the COVID-19 pandemic. Customers can now more easily manage their money, creating an even better experience.

Last but not least, the bank achieved PSD2 compliance by implementing continuous, risk-based customer authentication. Looking ahead, McConchie is excited about the possibilities to leverage customer identity to continuously improve the customer experience. A regular participant in Ping’s IDENTIFY user conferences, McConchie says, “What Ping talked about at IDENTIFY last year is exactly where we are now: delivering an integrated Tesco customer experience and positioning customer identity as a business enabler of that.”
0M
users
0M
transactions
per day
“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.”
"PingFederate is a perfect fit for challenging use cases found at global enterprises such as WWF, providing great flexibility and simplicity alongside a seamless and secure user experience. Coupled with ProofID’s IAM Managed Service, it allows WWF to concentrate on their key goal of conserving nature and reducing the most pressing threats to the diversity of life on Earth."

David McConchie

David McConchie

Customer Security Architect, Tesco Bank

OUR SOLUTIONS IN ACTION

OUR SOLUTIONS IN ACTION

    Modern, flexible, cloud-first identity solution accelerates delivery of digital infrastructure engineering software.

    01INDUSTRY / EducationSOLUTION / Customer Identity

    Nelnet onboards identity applications 2x faster with ProofID (formerly Regatta)

    READ MORE
    • 2M users
    • 50M transactions per day

    Modern, flexible, cloud-first identity solution accelerates delivery of digital infrastructure engineering software.

    02INDUSTRY / Public SectorSOLUTION / Workforce Identity

    Denver achieves major identity security victory in a fast migration to SailPoint

    READ MORE
    • 1.2k users
    • 33 locations

    Immedis improves productivity and security with automated workforce identity solution.

    03INDUSTRY / TechSOLUTION / Workforce Identity

    Immedis improves productivity and security with workforce identity solution

    READ MORE
    • 5.5K students
    • 2 locations

    University of Chichester embraces modern identity lifecycle management

    04INDUSTRY / EducationSOLUTION / Workforce, Partner & Customer Identity

    University of Chichester embraces modern identity lifecycle management

    READ MORE
    • 6.5K users
    • 18 countries

    The world’s leading conservation organization sees user experience soar with single sign-on.

    05INDUSTRY / Non-ProfitSOLUTION / Workforce Identity

    WWF sees user experience soar with single sign-on

    READ MORE
    • 2M users
    • 50M transactions per day

    Modern, flexible, cloud-first identity solution accelerates delivery of digital infrastructure engineering software.

    06INDUSTRY / TechSOLUTION / Customer Identity

    Future-proofing their business with cloud-first identity management

    READ MORE
    • 25K users
    • 91 countries

    Improved user experience and access security through federation.

    07INDUSTRY / Banking & FinanceSOLUTION / Workforce Identity

    Adoption of ProofID's IAM Managed Service

    READ MORE
    • 21K users
    • 100 countries

    Reliable access to Office 365, even in the event of a local ISP outage.

    08INDUSTRY / EducationSOLUTION / Workforce, Partner & Customer Identity

    Resilient Microsoft Office 365 authentication

    READ MORE
    • 28K users

    Federated authentication. Multi-factor authentication. Hybrid cloud model for maximum resilience.

    09INDUSTRY / EducationSOLUTION / Workforce, Partner & Customer Identity

    IT transformation journey

    READ MORE
    • 31K users

    Linking the university’s HR and student record systems, including user lifecycle management system.

    010INDUSTRY / EducationSOLUTION / Workforce, Partner & Customer Identity

    Future-proof IAM

    READ MORE
    • 18K users
    • 109 countries

    Hosted in a Tier-3 UK data center.

    011INDUSTRY / EducationSOLUTION / Workforce, Partner & Customer Identity

    Unified, seamless single sign-on

    READ MORE
    • 46K users

    46,000 users migrated seamlessly with access to over 20 SaaS and 120 legacy applications. Improved user experience and access security through federation.

    012INDUSTRY / HealthcareSOLUTION / Workforce Identity

    Modernizing legacy SSO infrastructure

    READ MORE
    • 25K users
    • 8K business partner organizations

    Each partner / dealer can manage their own user population. Centrally managed access policies.

    013INDUSTRY / ManufacturingSOLUTION / Partner Identity

    Replacing custom partner / dealer user management portal

    READ MORE
    • 6M customer identities
    • 50K daily transactions

    014INDUSTRY / Banking & FinanceSOLUTION / For Customers

    Streamlined experience for insurance customers

    READ MORE

    LATEST INSIGHTS

    LATEST INSIGHTS

    EVENT December 12, 2024

    YOUniverse 2024 - Texas

    EVENT November 20, 2024

    Securing Education 2024

    EVENT November 1, 2024

    HIMMS CyberSecurity Forum

    EVENT November 11, 2024

    YOUniverse 2024 - London

    EVENT September 10, 2024

    The New Mexico Tech Summit

    EVENT October 24, 2024

    SailPoint Navigate 2024 | Florida

    EVENT November 21, 2024

    SailPoint Navigate 2024 | London

    EVENT August 13, 2024

    LA Digital Government Summit 2024