Modernizing the Customer Identity and Access Management System for a Major North American Telecommunications Company

Our client, a major telecommunications company, had an existing identity management system that was outdated and too reliant on manual processes. After conducting discovery sessions to understand the client’s existing processes and identifying their pain points, we implemented a comprehensive CIAM solution that enhanced security, improved operational efficiency, and streamlined user experience. 

Highlights

Challenges

Our client engaged KeyData Cyber to modernize their Customer Identity Access Management system.  Their current solution left them with significant vulnerabilities, including:

• Poorly Defined Processes for Managing User Lifecycles, including onboarding, offboarding, and modifications. 
• Significant Data Quality Issues resulting from manual user provisioning and numerous exceptions 

Solutions

• Discovery & Analysis: Conducted thorough discovery sessions to understand the client’s existing processes, identify pain points, and gather requirements. 
• Process Improvements: Worked with the client to streamline and optimize user lifecycle management processes. 
• Data Quality Enhancement: Collaborated with the client to clean up Active Directory accounts and improve data quality across systems and implemented data validation within the IAM platform.
• Rigorous Testing: Conducted multiple dry runs and rigorously tested the implementation to ensure accuracy and effectiveness of the implemented solutions. 

Outcomes

• Enhanced Security & Compliance: The migration to the PingOne Advanced Identity Cloud improved the overall security of the CIAM system. The project met compliance requirements by retaining on-prem datastores for PII profile data. 
• Scalability & Improved User Experience: The new platform provided better scalability to handle increasing user demands. External customers experienced seamless access and self-management of their accounts. 
• Successful Integration: The project successfully retained and integrated the existing front-end application and middleware layer with the new platform. 
• Data Consolidation & Seamless User Migration: User profile data was refined and migrated, ensuring only relevant data was moved to the new datastores. The user data migration strategy ensured a smooth transition for customers.

Conclusion

Our client successfully modernized their CIAM environment, replacing manual, error-prone processes with a secure, scalable solution. The result was improved customer experience, stronger compliance, and a future-ready identity foundation. ? Contact KeyData Cyber today to explore how we can help you achieve your security goals.