Zendesk describes support as the deciding factor for success in working with a vendor. With a company mission to help customers scale and improve their technical support, Zendesk’s IT department has unique insight into what it takes to deliver excellent support to a technically sophisticated workforce of over 2,000 users across five continents. When evaluating identity solutions to meet their IT needs, they chose OneLogin.
“OneLogin platform integration between major platforms is the glue that holds all of our disparate systems together. When we set up a user in Active Directory, the OneLogin connector automatically provisions their OneLogin account, and then their Google G Suite account as well,” says David Rule, Senior IT Support at Zendesk
“Integrating dozens of different apps…the most critical success factor is the support — that is the real value in doing business with someone. (It) reflect a company’s culture. You can’t teach people to be passionate or care. It’s there or it’s not, and with the support staff at OneLogin, you know they do.”
Time Savings: More than Money
Because OneLogin can actually look at Active Directory (AD) and map group memberships, giving people access to applications like Workday or Slack is as easy as adding them to an AD group when IT provisions them. It happens automatically, eliminating a lot of manual work and saving a significant amount of time.
“What I find most useful about OneLogin is the time saved in onboarding and offboarding employees — it is one of the real strengths of the OneLogin integration with Workday, being able to easily integrate new hires and applications into the workplace,” says Fidelma Butler, Senior Director of Human Resources at Zendesk.
“if you think about time saved, it’s absolutely massive. I recently had to do a manual onboard, and it took about 2.5 hours to get all the apps set up. With OneLogin, setup takes under 20 minutes. That amounts to an 80-90% reduction in time spent setting up user accounts,” states Rule.
Workday HR-Driven Identity
The integration workflow with OneLogin and AD makes Workday’s human resource information system (HRIS) the source of truth, bringing further efficiencies and removing friction for Zendesk HR, IT and new hires.
“We’ve gone from having multiple touch points with potential for manual errors to where now HR enters the user, it gets pushed into AD, and OneLogin takes over the rest of the provisioning. It’s an extremely efficient cycle, and the same goes for offboarding…” says Rule.
Zendesk has a heavy focus on developing staff and working on projects. Being able to give their staff the opportunity to grow and develop has helped the internal IT department achieve a markedly high retention rate.
While the benefits are clear regarding productivity and security, “Perhaps the most exciting thing about OneLogin is that everyday tasks have been automated, so we can shift our focus to project work that delivers greater impact to the business. For employee development, OneLogin has a real tangible benefit,” states Rule.
Passion — The Critical Factor for Success
Rule continues, “While the benefits can’t easily be quantified in minutes or hours, it’s the level of work, passion and enthusiasm your staff can actually contribute to the business. Unless you’re using it, it’s very hard to see the benefit to that kind of platform. Invariably, you can move and adapt much more quickly.”
“The OneLogin support team takes the time to listen and understand the problem first. I know if I need help, I can count on them to help me get the job done. Integrating dozens of different apps…the most critical success factor is the support — that is the real value in doing business with someone. (It) reflect a company’s culture. You can’t teach people to be passionate or care. It’s there or it’s not, and with the support staff at OneLogin, you know they do,” says Rule.
AUTHOR’S NOTE: In my experience interviewing hundreds of customers over my career, OneLogin support really stands out. Highly positive comments come unsolicited so often, it’s almost routine. It’s the best support organization I’ve worked with in 20 years.