Interactive Intelligence, which provides cloud and on-premises solutions for contact center, unified communications and business process automation, was having a difficult time managing applications, usernames and passwords using just Active Directory logins. As soon as the company began implementing an increasing number of cloud-based applications, managing user security became like the “Wild, Wild West,” says Nirav Shah, director of information systems at Interactive Intelligence. “People did whatever, and there was no company policy for managing application access.”
Password security was a nightmare. Employees using sticky notes and other insecure methods to remember credentials for the more than 30 business applications the company relies on every day, including SharePoint, ServiceNow, Concur, Workday and Salesforce. In addition, the IT staff was spending up to 15 man-hours each week on password tickets when the sticky note method failed or a user unsuccessfully tried to log in from a home computer or other device. Add in the need to quickly integrate custom and public Web applications into the company’s new SharePoint-based partner portal, which supports 15,000 partners, and Shah knew the company needed a better answer than its current KeyPass solution offered.
Director of Information Systems
Interactive Intelligence was having a difficult time managing applications, usernames and passwords using just Active Directory logins. Although the company offered KeyPass software to securely store passwords, not everyone used it; passwords were often stored by employees on post-it notes and in other unsecured ways.
“We had Active Directory for on-premises applications, but in terms of cloud, it was like the Wild West,” said Nirav Shah, Director of Information Systems. “People did whatever, and there was no company policy for managing application access.”
Realizing the need for a more secure, streamlined approach to application access management, Shah’s team looked at a number of single sign-on solutions, and chose to do a deeper dive into the Okta and OneLogin solutions.
During the evaluation process, Shah noticed a marked difference in customer service provided by the two companies. “With OneLogin, I felt like I would be getting a true partner,” he said. “The team was more informative in terms of the technology as it applied to our needs, and the technology itself was straightforward.”
Conversely, Shah said Okta pushed for the use of Professional Services with their offering. “A need for Professional Services with Okta’s solution seemed to imply customization to some degree, which we were trying to avoid. In comparison, the OneLogin product’s capabilities would be easier to implement and deploy to our users.”
Interactive Intelligence now uses OneLogin internally and externally. With 2,100 internal user seats, most of the company’s employees are using OneLogin. The recent worldwide launch of a Salesforce-based portal for technology partners brought on an additional 15,000 external users.
Shah said his team is also using OneLogin’s SAML Toolkits to connect custom internal web apps.
“We have created SAML connectors for our ordering, discounting, licensing, and support ticketing systems, and SharePoint-based portals for our partners and customers using OneLogin’s SAML Toolkits,” said Shah. “They are external-facing systems that we secure with OneLogin, so our partners can use single sign-on for those applications, as well as for Salesforce, ServiceNow, Concur and Workday.”
Shah’s team and OneLogin worked to integrate dozens of other applications, including UPS CampusShip and OurHealth. “We actually have an onsite health clinic, which is managed by a third party,” he said. “The SAML Tookits enabled their website, and OurHealth is now part of our offering to our employees through OneLogin.”
Shah is also impressed with OneLogin Mobile (Shah uses it mostly on his iPad), which makes web apps accessible away from the office or on the go.
“At home, I have to toggle between various applications such as Salesforce, Workday, and Concur, and logging in and out of those systems individually takes a lot of time,” he said. “When you’re home, you want to minimize time spent working; OneLogin lets me put in my code once, and I can easily go back and forth between applications without having to log out and log in numerous times. For example, I can click right into Concur from my iPad, approve expenses and PTOs. Five minutes, I'm done with my work stuff and I go back to my life.”
Shah was extremely happy with the dedication and commitment he received from the OneLogin team during implementation, remembering how OneLogin’s R&D team worked through the weekend to help him launch the technology on a Monday. And since that Monday morning roll-out, the platform has alleviated most of his headaches.
“OneLogin lets me access all my applications with a single system, track who is using which applications, and produce accurate reports for audit purposes,” he said. Additionally, the on- and off-boarding solution will help the company manage rapid growth and minimize risk. “That alone is of great value to us, because our hiring goal this year is very aggressive,” he said.
Shah believes every IT organization should implement an identity management and single sign-on solution like OneLogin that is SAML-based. “As the industry moves toward operating in the cloud, identity becomes critical for security,” he said. “And, it allows you to track which partners are engaged with your SharePoint portal, and what applications they are using, so you can target your resources more effectively.”
Feedback from users leads Shah to believe that they are saving a ton of time logging into applications. “Additionally, we’re saving at least 15 hours per week on the service desk and administrative side, because we don’t have people calling in about forgotten passwords,” he said. “It allows us to reduce time spent on password problems and spend more time on improving processes and providing better Information Services to our end users.”
Interactive Intelligence Group Inc. (Nasdaq: ININ) is a global provider of software and services designed to improve the customer experience. The company’s 6,000-plus customers worldwide have benefited from its cloud and on-premises solutions for contact center, unified communications, and business process automation. Interactive Intelligence was founded in 1994 and employs more than 1,900 people worldwide. It’s headquartered in Indianapolis, Indiana and has offices throughout North America, Latin America, Europe, Middle East, Africa and Asia Pacific.