Background
A global technology solutions provider sought to enhance and accelerate its customer identity and access management (CIAM) offerings across a diverse portfolio of customers. Their objectives were to strengthen security, streamline user experiences, and scale CIAM capabilities to meet varied business needs. The engagement with Next Reason spanned advisory services, implementation, migration, and ongoing operational and managed support.
Analysis
During discovery, Next Reason identified key challenges:
- Customers were at different stages of their CIAM journey, creating complexity in delivery.
- Legacy authentication systems created inconsistent user experiences.
- Migration projects needed to balance speed with reliability to protect customer trust.
- The provider required operational excellence and long-term support capabilities to sustain CIAM adoption.
The analysis underscored the need for a flexible yet standardized approach to accelerate time-to-value while ensuring stability across multiple customer environments.
Recommendations
Next Reason recommended a multi-layered strategy:
- Advisory and roadmap planning to align CIAM initiatives with customer business goals.
- Accelerated implementation frameworks to deploy standardized, repeatable solutions across customer environments.
- Comprehensive migration playbooks to ensure secure, low-friction user transitions.
- Operational and managed support models to guarantee system reliability and allow the provider to focus on growth.
Implementation
Next Reason partnered with the technology solutions provider to:
- Deliver advisory services that shaped CIAM strategies across multiple customer contexts.
- Lead and accelerate implementations, leveraging best practices and proven templates.
- Manage migrations with minimal customer impact and strong security controls.
- Provide operational support to ensure ongoing system stability.
- Deliver fully managed support services, enabling the provider to scale CIAM adoption without increasing internal overhead.
Through this engagement, the technology solutions provider strengthened its CIAM capabilities, accelerated customer adoption, and established a repeatable framework for delivering secure, scalable identity solutions.
