Leading U.S. Retailer Solves Giant
Data Management Maze

The Objective

As its number of customer touch points increased and service offerings became more sophisticated, the second-largest U.S. retailer wanted to provide a seamless experience in its omnichannel environment. The brand also wanted to consistently apply centralized data privacy and security policies across all channels while allowing guests to self-manage privacy and preferences.

The Challenge

Data from different sources with varying controls created disjointed customer experiences, while the existing identity and access management (IAM) system didn’t support single sign-on (SSO) or privacy and preference management. Lack of governance tools negatively impacted the ability to implement security best practices, and scale limitations resulted in performance issues. Furthermore, the retailer needed to restrict exposing certain customer data to apps based on their account attributes. Lastly, the brand needed to leverage data from its Master Data Management system into customer engagement initiatives.

The Solution

The Ping Identity Platform: Transitioned from a Websphere Commerce Server to a seamless and secure customer identity and access management solution by implementing the new identity capabilities ranging from SSO, preference management, directory solutions, data access governance, and end-to-end security.

The Results

Web-scale performance supports 98 million identities—a number that continues to grow. The unified view of each customer across omnichannel touchpoints enables personalized interactions that increase conversion rates. Also, there’s consistent governance of applications’ access to email addresses and other marketing attributes if the customer didn’t qualify as “marketable.” The solution’s flexibility supports the deployment of new apps in cloud and virtualized environments while reducing time to market. Customers have an improved experience with seamless SSO, modern MFA, permission-based services, and high-performing apps. And, the rapid adoption of security best practices satisfies governance, security, and audit requirements.