Background
The retail vertical within a global energy provider partnered with Next Reason to modernize and optimize its customer identity services. Their goals were threefold: better align identity capabilities with revenue generation strategies, ensure data practices were secure and compliant with industry regulations, and enhance the overall customer experience. The engagement spanned assessment, optimization, and ongoing support to establish a scalable and sustainable CIAM foundation.
Analysis
Next Reason’s assessment uncovered key challenges:
- Identity services were not fully integrated with revenue-driving initiatives such as customer self-service and new digital offerings.
- Compliance gaps in data handling posed regulatory and reputational risks.
- Fragmented customer experiences across platforms led to inconsistent engagement and reduced satisfaction.
- Limited operational processes made it difficult to adapt and scale identity systems efficiently.
These insights revealed that customer identity needed to evolve from a back-office function into a strategic enabler of growth.
Recommendations
Next Reason proposed a comprehensive optimization plan:
- Align CIAM with revenue strategies by enabling secure, seamless digital interactions that support customer acquisition and retention.
- Strengthen data security and compliance through updated policies, platform configuration, and governance practices.
- Enhance customer experience with simplified, standardized login and self-service capabilities.
- Establish operational support frameworks to ensure ongoing performance and adaptability.
Implementation
Next Reason collaborated with the energy provider to:
- Conduct a detailed assessment of existing identity services, integrations, and customer journeys.
- Implement optimization measures to align CIAM capabilities with revenue-generating use cases.
- Upgrade compliance and security practices to meet industry and regional regulations.
- Provide operational support and knowledge transfer to internal teams for long-term sustainability.
The outcome was a more secure, compliant, and customer-centric identity service that not only improved user experience but also directly supported the provider’s growth and revenue strategies.
