With the acceleration of the digital transformation, we are progressively switching to an economy centred above all on the digital sector. This has consequences for customer relations, where the concept of service and added value now play a considerable role in determining purchasing behaviour. It is no longer convincing enough to present customer satisfaction as a flagship value of the company, it is necessary to be able to actually transform the customer experience in order to stand out and sustain growth.
In this quest to stand out, precise knowledge of the customer and their purchasing behaviour in all situations represents key information. The digital era requires advanced data control, and it is this very control that should provide the foundation for your identity and access management strategy. This is where CIAM, or Customer Identity and Access Management, will make your task easier.
What are the 3 main benefits
of CIAM for managing your customers?
Provide an optimum customer experience: simplified registration and smooth and secure access path
In a context of increasing numbers of communication channels and service platforms, one of the main advantages of CIAM lies in optimising the customer path from end to end: simplifying registration, offering a smooth and seamless path and navigation on all channels (websites, mobile applications), offering adapted security methods for online payments, etc.
Our platform has a CIAM solution offering customisable and simplified registration services. Your users, fans of “social login”, can register with a click of a button using a Twitter, Facebook, Apple or other account, and will then be recognised on all of your online services, without needing to go through an onerous and time-consuming registration process.
Furthermore, in order to offer a smooth and secure digital path after registration, our CIAM solution is based on a robust access management infrastructure offering advanced Single Sign-On, strong authentication, Web Access Management, Mobile Access Management and identity federation features.
Your customers can thus browse all of your sites and applications using a single authentication, avoiding the tedious process of entering multiple usernames and passwords. On the IT department side, control, management and logging of access to all of your customer services is centralised, thus ensuring flawless security and traceability.
Unify your identities to improve the knowledge of your customers
With digital transformation, customers interact with the company via multiple channels, and information about them is dispersed into various silos. It is then difficult to have a unified vision of the customers.
However, it is vital to place the customer’s identity at the centre of the IAM strategy in order to improve knowledge of your customer (Know your customer, or KYC) and be able to customise their digital experience.
By providing not only a central customer reference base, but also numerous interfaces (API, connectors) which authorise exchanges with the solutions in place (CRM, Marketing Automation, Data Management Platform, etc.), our CIAM platform allows you to centralise your customers’ data, analyse it and associate it with a unique identity. The data collected is updated by your customers themselves, guaranteeing the quality and usability of the profiles.
Create a relationship of trust with your customers by complying with the GDPR
The General Data Protection Regulation (GDPR) requires genuine transparency for users when it comes to the use of their personal data. Beyond the convenience offered to your users, the security and confidentiality of the data must therefore remain a major concern. Quickly ensuring compliance with the regulations will ensure you avoid financial penalties, and allow you to create a genuine connection of trust with increasingly demanding consumers. This really helps your company to stand out commercially.
Our CIAM platform has been designed with a “Privacy by Design” approach, offering each user the possibility of managing their profile and controlling the personal data that they do or do not wish to share. You can then clearly state your policy on the conservation and use of their data in order to make the digital transformation a genuine competitive advantage.
A proven CIAM solution
among major actors
The Canal+ group has chosen Ilex International’s CIAM solution to standardise and secure the customer authentication and registration paths on the Group’s various portals. Users thus benefit from a simplified registration process and a single account to access all services to which they have subscribed, whether that be from their television, their tablet or their smartphone.