Taking Friction and Risk out of Customer Service with Identity as a Service

June 16th, 2015   /     /   company news

Our UK team just closed out the Zendesk Customer Event in London, as well as their Partner Summit June 15-17. Zendesk and OneLogin share a similar goal: deliver cloud services that minimize friction and risk to enterprises, and help these organizations propel their business forward.

  • Zendesk sits at the crossroads between companies and their customers to track and manage inquiries, requests or problems often associated with the cloud services they use, and
  • OneLogin, between companies and the cloud services their users require to get their job done.

As a Zendesk customer, what does OneLogin add to the picture that removes friction from day to day operations and reduces the risk to the customer’s organization? Answer- OneLogin improves the relationship between businesses and their customers, whether these customers are external or internal to the organization, by providing a more productive and secure cloud experience.

Customer Support gets Easier
Centralized Management, Unified Directory Service, Extensive Application Catalog, Real-Time Provisioning

Support agents, whether serving internal employees or external users and customers, require access to the right applications and resources to do their job better. And whether this is opening a ticket on behalf of a customer or tracking a request from an internal user, these service representatives need access to Zendesk as well as numerous other applications in order to resolve these issues. How-to documentation, order tracking systems, CRM systems, accounting systems, and various collaboration and project management tools are all accessed. Ultimately, resolution times play a big role in customer satisfaction so centralizing management, bringing on new applications quickly, and automating provisioning play a big role in enabling the right people with the right tools quickly and securely. With OneLogin, they simply login once and have access to all the application resources they need to service customers, with an underlying confidence that their actions and information will be secure.

Users’ Experience gets Better
Fast On-Boarding and Application Access, Single Sign-On, and Mobile Support

Let’s face it, keeping users and customers satisfied can have a ripple effect throughout any organization, for example:

  • The Marketing team’s life gets easier because they have happy customers who want to provide referrals and serve as references.
  • The Social Media team’s life gets easier because they can easily extend their message into the market as customers feel compelled to act as advocates on their behalf, posting reviews, sharing and liking content, and
  • Their product/service (aka Engineering) team’s life gets easier because addressing problems for one customer quickly preempts potential issues for other customers.

And for end users, particularly those born of the Internet era, there is no better experience than having access to all the latest cloud applications when needed, from whatever device, without the challenge of remembering dozens of passwords. Making it easy for them is where OneLogin comes in- providing access to Zendesk and all other applications once they login. And from a security perspective, the obligation is ours. OneLogin’s goal is to enforce strong security without hindering productivity. Thus, a Single Sign-On capability provides each user their own custom portal which presents all their applications, for any device, with policy-driven security behind the scenes is a win-win proposition.

Organization’s Exposure is Reduced
Password Management, Strong Authentication, Role Based Access, and Automated User De-provisioning, and Access Auditing

There are two elemental functions of access control:

  • Getting the right people access to the right resources at the right time, and
  • Denying others access should they not possess the right privileges.

For users, having a centralized portal to manage their one password and uniquely authenticate provides the right security without the inconvenience. And for customer service representatives using Zendesk, they often require access to information or services that can be sensitive to the business. Having additional step-up authentication services to control access privileges to different resources is mandatory. And being able to quickly modify access rights should roles change roles, or de-provision users should they leave the company can mitigate the risks of intentional or inadvertent data loss or corruption.

Community of External Users can also Benefit
Self-Registration, Approval Workflows, Scalable Infrastructure

Users not directly employed by the company often require access to resources associated with the organization. And per practice, many organizations don’t want to incur the overhead or risk of adding them to their core directories. For example:

  • Contractors or temporary staff working on behalf of the company, or
  • Affiliates, partners, community members, or students who are not temporary employees, but may be categorized as external users.

Thus while they can’t be directly authenticated to a directory service like Active Directory or LDAP, or associated with a system of record like Workday, having external users self-register to a cloud directory is a more practical process. As users register, approval workflows can be triggered that provision services automatically to fulfill the business objectives. OneLogin’s cloud directory serves both the internal and external users, and gets these human resources connected to the cloud services more efficiently.

Customer service has adapted to new performance benchmarks associated with the era of cloud, mobile, and social. And Zendesk and OneLogin continue to drive innovations in response to this changing landscape, with a shared commitment to the customer:

  • Zendesk with its customer service management platform, and
  • OneLogin with its identity and access management platform.
About the Author

Chip Epps joined OneLogin in 2014 to help advance cloud security initiatives and the evolution of identity and access management. Having worked previously at Symantec, Trend Micro, and Websense he focused on securing virtual data centers and implementing SaaS-based compliance solutions. Prior to a career in security, Chip worked at Peregrine Systems (now HP), promoting ITSM and service management within a dynamic IT environment.

View all posts by Chip Epps