B2B SaaS provider
Unified SaaS Platform Authentication: Resulted in 50% Drop in Support Tickets and Enterprise Growth.
A B2B SaaS provider unified five fragmented products through centralized authentication, achieving 50% fewer support tickets and unlocking enterprise customer growth. The modernization delivered SSO capabilities ahead of schedule, establishing a scalable foundation for future expansion.
Executive Summary
Transforming B2B SaaS through Platform Unification
A growing B2B SaaS provider transformed their fragmented portfolio of five distinct software products into a unified platform experience. By implementing a centralized authentication system and enterprise-grade security features, the company achieved a 50% reduction in support tickets while unlocking access to previously unreachable enterprise customers. The modernization project delivered SSO capabilities three months ahead of schedule, establishing a scalable foundation for future growth.
OVERVIEW
Measurable Platform Transformation
The successful platform unification initiative addressed critical business challenges while delivering measurable outcomes:
- Consolidated five separate authentication systems into a single, secure platform.
- Reduced login-related support tickets by more than 50%.
- Expanded market reach to enterprise customers through advanced security features.
- Delivered SSO implementation three months ahead of schedule.
THE CHALLENGE
Overcoming Authentication Fragmentation in B2B SaaS Environments
The company’s growth through acquisitions had resulted in a fragmented user experience across five distinct software products. Each application maintained its own authentication system, user management, and access controls, creating significant operational inefficiencies and barriers to enterprise adoption.
Key pain points included:
- Multiple sets of login credentials for users accessing different products.
- Repeated authentication requirements when switching between applications.
- Manual user access management across disparate systems.
- Inconsistent interfaces for common tasks like password resets.
- Security vulnerabilities from non-standardized password management.
- Lost opportunities with enterprise customers requiring SSO capabilities.
OUR SOLUTION
Creating a Unified SaaS Platform with Enterprise Authentication
The transformation centered on creating a unified platform experience through three core initiatives:
Centralized Dashboard Implementation
- Single entry point “launch pad” providing access to all authorized products
- Intuitive interface displaying available products and services
- Streamlined single sign-on across the entire product suite
Enhanced Authentication Framework
- Modern authentication methods including SSO integration
- Multi-factor authentication and magic link login capabilities
- Passkey support and user impersonation features
- Standardized security protocols across all products
Enterprise-Ready Feature Set
- SCIM provisioning for directory synchronization
- Fine-grained access controls
- Self-service setup capabilities
- Streamlined user invitation workflows
THE RESULT
Measurable Impact of Authentication System Consolidation
The unified platform delivered immediate business impact while establishing a foundation for sustained growth:
Operational Improvements
- 50% reduction in login-related support tickets
- Decreased technology overhead through centralized authentication
- Streamlined user management processes
Business Growth
- Successfully acquired new enterprise customers
- Expanded addressable market through enterprise-grade security features
- Created scalable foundation for future product integrations
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Enterprise-Grade Authentication Framework Implementation
Core implementations included:
- Single Sign-On (SSO) integration
- SCIM provisioning
- Multi-factor authentication
- Magic link authentication
- Passkey support
- Session management framework
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