Improve CX and ROI with WSO2 Identity Server
Earlier this year, WSO2 commissioned Forrester Consulting to conduct a Total Economic Impact (TEI) study, examining the potential return on investment (ROI) that businesses can achieve by deploying WSO2’s identity server for management. access to customer identities (CIAM).
The study analyzed four current Identity Server customers in terms of managing customer identity before and after using the WSO2 solution.
The results were significant. Prior to using Identity Server, customers had inconsistent customer experiences, placed undue burden on developers / staff responsible for login functionality or integrations, and exposed the organization and its customers to security risks.
But after the investment, organizations gained the ability to consolidate their identity and customer access management capabilities. This saved developers time and helped foster a frictionless customer experience.
Here are the main benefits of the solution found in Forrester’s research:
Accelerated time-to-market for new 12-week offers
WSO2’s Identity Server solution removes identity management integration from newly developed products and services. As a result, organizations were able to accelerate their development cycles up to 12 weeks, Forrester found.
Forrester’s analysis found that a composite organization in the study saw profits of over $ 4.5 million over three years versus costs of $ 1.04 million, or net present value (NPV ) of $ 3.46 million and a return on investment of 332%.
$ 3 million savings
By reducing identity management and support tasks, staff productivity savings totaled $ 3 million.
During this time, the composite organization saved an average of 20% on development effort for applications requiring sign-in functionality, and the additional capacity of customer self-service also reduced the staff load that has historically supported charges customers with registering, integrating or resetting passwords.
Developer onboarding efforts are on the decline
The Identity Server solution gives developers the ability to forge pre-built integrations – and this tool is responsible for reducing developer effort by 60%, according to Forrester. Subsequently, developers can divert their time and attention to other value-added tasks.
Support costs remain the same, despite a gain in activity
Despite a quadrupling of the composite organization’s customer base, support costs remained stable as additional identities were integrated. Forrester research found that WSO2 fees have remained constant despite an increase from 500,000 to 2 million customer identities under management.
WSO2 vice president and regional general manager for A / NZ Tass Melissinos said that Forrester’s study clearly shows WSO2’s ability to improve the customer experience of organizations, as well as the productivity of development staff in providing application functionality to production.
He says anecdotal evidence suggests that investing in CIAM platforms can simplify and streamline customer identity management; thanks to Forrester’s research, the evidence is no longer just anecdotal.
“Intuition would tell you that it’s cheaper to buy a shared CIAM system than to build one, because a software company can amortize its costs over multiple clients,” says Melissinos.
“Thanks to Forrester’s study, we now have empirical evidence that it’s cheaper and easier, and with a significant margin.”
To learn more about the WSO2 identity server for CIAM, Click here.