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[WSO2Con USA 2018] CIAM @ IDEXX: Changing the Auth Engine In-flight

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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/

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[WSO2Con USA 2018] CIAM @ IDEXX: Changing the Auth Engine In-flight

  1. 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. 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. 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. 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. 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. 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. 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. 8 © 2018 IDEXX Laboratories, Inc. All rights reserved. How does it work?
  9. 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. 10 © 2018 IDEXX Laboratories, Inc. All rights reserved.
  11. 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

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