This slide deck explores how WSO2 Identity Server enabled IDEXX IT to replace its legacy CIAM with a globally scalable, cloud-based solution that would exceed the expectations of our customers. Watch video: https://wso2.com/library/conference/2018/07/wso2con-usa-2018-ciam-at-idexx/

1. 1 © 2018 IDEXX Laboratories, Inc. All rights reserved.
Customer Identity and
Access Management
(CIAM) @ IDEXX
Changing the Auth Engine In-flight
John Ellingsworth
Senior Manager, IDEXX Laboratories, Inc.

2. 2 © 2018 IDEXX Laboratories, Inc. All rights reserved.
o History of Customer Identity at IDEXX
o Digital Identity at IDEXX
o Goals of the Redesigned Identity Solution
o Overview of the Digital Identity Solution
o Benefits
o Data
Agenda

3. 3 © 2018 IDEXX Laboratories, Inc. All rights reserved.3 © 2018 IDEXX Laboratories, Inc. All rights reserved.
1998: VetConnect.com
First login site at
IDEXX
2009: MyAccount
SSO-based solution
Points
Cornerstone Support
Learning Center
2011: VetConnectPlus
Leverages
VetConnect Auth
Deeper PIMS
Integration
2013: CommonAuth
Decoupled
authentication from
MyAccount
Allowed for
additional app
integrations
'Home-grown'
OAuth2 solution
eCommerce
2017: Digital Identity
Provisioning
Authentication
Federation
Affiliation
WSO2 Identity
Server
History of Customer Identity at IDEXX

4. 4 © 2018 IDEXX Laboratories, Inc. All rights reserved.4 © 2018 IDEXX Laboratories, Inc. All rights reserved.
Multiple Solutions
o Multiple customer-facing
applications using authentication
o >12 different identity/auth
providers
o Local, isolated, custom
authentication solutions
o Inconsistent user experience
o Inconsistent security practices
o Inconsistent and duplicated logins
Challenges with Customer Identity at IDEXX

5. 5 © 2018 IDEXX Laboratories, Inc. All rights reserved.5 © 2018 IDEXX Laboratories, Inc. All rights reserved.
“…an integrated digital experience
across IDEXX platforms that is
simple, intuitive, and personalized
for IDEXX visitors and customers to
register, login and navigate across
sites.”
Digital Identity at IDEXX

6. 6 © 2018 IDEXX Laboratories, Inc. All rights reserved.
o Enterprise Security
o Make it easier to do personalized business with IDEXX
• Improve self service
• Offer global navigation
• Increase user/customer satisfaction
o Reduce internal cost of developing multiple identity and
access mechanisms
o Reduce cost of support; e.g. lower number of password /
access related customer support calls
o Standardize on email as login ID
o Governance – Consolidate identity and access control.
o Increase Admin-role activations
o Minimal interruption to the user experience!
Goals of the Redesigned Identity Solution

7. 7 © 2018 IDEXX Laboratories, Inc. All rights reserved.
What did we do?
o Partnered with WSO2 Architecture and Support Services to
design solution
o Identified customizations needed to support IDEXX goals:
• Custom Authenticator
• Custom Primary User Store Manager
o Implemented customizations in non-production
environment
o Extensive load, performance and security testing
o Integration testing with service providers
o Cutover transition from existing solution to WSO2

8. 8 © 2018 IDEXX Laboratories, Inc. All rights reserved.
How does it work?

9. 9 © 2018 IDEXX Laboratories, Inc. All rights reserved.
o Standards-based WSO2 platform
o Identity as a Service
• Centralized profile, login and
registration solution
o Email as login ID
o Universal cross-product ‘global
navigation’
o Enhanced user-specific metrics &
KPIs
o Cloud-Based
Benefits of the Solution
o Performant & Reliable
o Scalable & Extensible
o Cost Effective
o ‘Google’ Mental-model
o One App approach
• Internationalized
• Localized
• One code base
o Design System based
• Consistent branding
• Consistent lexicon
• Consistent experience

10. 10 © 2018 IDEXX Laboratories, Inc. All rights reserved.

11. 11 © 2018 IDEXX Laboratories, Inc. All rights reserved.
o 100,690+ new identities
from 173 countries
o 2.2+ million logins
o 250,000+ emails sent
o 108,000+ forgot password requests
o 55,000+ Affiliations created
o 8,100+ New Admins
o 3,250,000+ Affiliation API requests
o 99.995% uptime
Data-Driven