The Differences Between Customer IAM & Traditional IAM

Nowadays, having good business is all about ensuring a great experience for potential customers. No one enjoys having to go through a cumbersome and tedious process of signing on when they wish to access websites and online applications. While this is not a new phenomenon per se, it is due to the hyper-connected state of technology and the Internet that has catapulted online shopping and the rising trends of consumers conducting transactions with services and brands across the world wide web. As a result, the current century has observed the advent of self-service web portals, kiosks and networks of connected devices. In order to stay relevant and competitive within the market, Organisations have to maintain a high standard of customer experience throughout various channels and platforms.

As businesses implement new ways of connecting with their customers across various platforms, the applications and services that run them are no longer inside the firewall exclusively. Coupled with the fact that some applications and services are provided by third party developers and vendors, enterprises run the risk of encountering a whole set of identity and access management(IAM) concerns and challenges. The need for relevant cyber security softwares becomes increasingly pertinent for businesses then.

Traditional IAM was created for the management of employee access to on-premises systems and applications. When it comes to the management of customer identity, traditional IAM lacks the features and the tools to address and overcome those issues. Customers therefore had to deal with clunky login processes, when security was prioritised over agility and business. In this day and age, customers now have the choice to ditch an inconvenient and clunky application in favour of another one that is far more seamless and secured. This in turns causes businesses to start paying more attention to their applications and services so as to become ahead of the competition. By adopting a customer IAM solution, such competitive advantage is offered. At the same time, organisations can still maintain the integrity and the privacy of their existing networks and security infrastructure, as well as, be able to adapt to any new IAM obstacles that may pop up along the way.   

How do customer IAM solutions work differently from traditional IAM?

1. Scalability

Although traditional IAM solutions may be equipped to support thousands of employees at relatively predictable patterns of access behaviour, customer IAM has the capability to scale up in accordance to increasing traffic. Unpredictable and irregular patterns of usage are likewise not an issue for customer IAM due to its elastic nature.

2. Consistency

As traditional IAM is best tailored for in-house solutions, employees may have to use different access tools when they find themselves going beyond the enterprise firewall. Through customer IAM, the company’s brand is able to interact with customers across many platforms and channels, be it through a mobile or web browser, a mobile app, or a connected device.

3. Technology

Customer IAM differs from traditional IAM in terms of their technological structure. These technologies include: user registration, user profile management, social sign on, consent management and branding control.

These features are what differentiates customer IAM from traditional IAM.