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.

Services

Technology & Cloud

Industry

Real Estate & Construction

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

For similar transformations, visit our Technology & Cloud Services page.

technology

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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