How Azure AD B2C helped transform our client’s customer experience with single sign-on, social logins, and market-leading authentication and security.
As a provider of critical infrastructure and processer of vast amounts of personally identifiable information (PII), our client was acutely aware of the need to provide a reliable, consistent, and secure customer experience.
While undergoing a digital transformation to offer a better and wider range of online services, our client sought a way to improve their online customer experience whilst maintaining the high degree of security expected.
Our client faced several challenges with modernising and securing the ‘My Account’ area of its website.
Their typical customer ranged from household, to business, to property developers and agents – all potentially wanting to access different products and services online.
Customers also required a way to access key services, namely:
But to carry out these actions (and dependent on the customer type) the existing processes were long and drawn out – often requiring multiple logins with limited options to self-serve. Some services were only available via telephone.
As part of the client’s ongoing digital improvements programme, the IT team wanted customers to interact and self-serve on the website and digital channels in new, innovative ways.
The client aimed to improve single sign-on login and authentication processes and add a leading level of digital security for their improved customer portal. They also wanted to increase the levels of automation in customer interactions to reduce the reliance on manual labour, and free up staff to more effectively service customers.
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As a recognised leader for the implementation of Azure AD B2C services, and a Microsoft Gold Partner, ThirdSpace was well suited to help the client achieve these aims.
Our first engagement was to supply a B2C Discovery Workshop, to showcase the ‘art of the possible’ for a B2C solution, understand the client’s unique challenges, and deliver a detailed report outlining key deliverables, timelines, and costs.
Watch the video below for a quick overview of the benefits of Azure AD B2C.
Following on from this initial engagement, a partnership was formed to supply a working B2C pilot for 120,000 users. This would provide a secure login and authentication platform for the client’s new web app, My Account.
This deployment included several valuable features, including:
ThirdSpace also assisted with customer migration to this new platform, using just-in-time migration with password reset.
To further support the Azure AD B2C deployment, ThirdSpace also assisted in the creation of selected compliance, reporting, and administration features to improve helpdesk response times, management reporting, and ensure GDPR compliance.
Improvements to the My Account area of the client’s website was the first in a programme of projects aimed at increasing customer satisfaction whilst optimising operational efficiency (and therefore cost).
The completed ‘My Account’ project enabled our client to add the following functionality:
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Our client is a not-for-profit water company that supplies drinking and wastewater services to 1.4 million households and businesses.
In operation for more than 30 years, our client now services over three million people – providing nearly 830 million litres of drinking water every day.
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