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24 March 2016

How to solve the problem of passwords: Self-service technology

David Guest

Customer trust and confidence in passwords has slowly decreased over the years.

Given the average person signs into at least eight platforms, there is real pressure on users to create and remember authentications that won’t be breached.

With the need for multiple passwords detracting from the online experience, could self-service systems be the answer?

 

Why self-service technology is needed to improve access and security

As technology evolves, consumers are finding themselves having to recall more and more details. Having a number of passwords and usernames to remember is a genuine headache for customers. Three out of four people now use duplicate passwords to avoid this problem, but this causes security issues and concerns.

Organisations are always looking to improve the user experience and accessibility is an important part of this. It’s easy to forget or lose login details, with 77% of people often forgetting theirs. When they do, it can be a hassle trying to recover them. With passwords needed for everything from gaming and social networking to shopping and internet banking, making access easier for customers can give your business a significant competitive advantage.

The role of identity management and SSO

A well-implemented identity management solution can ensure that a business has the correct controls in place.

Features such as single sign-on (SSO) guarantee that customers visiting your organisation’s website can seamlessly move between apps using a single login. As well as reducing customer frustration and providing a user-friendly experience, identity management ensures you know exactly who is accessing your data.

IDM platforms such as Microsoft Identity Manager (MIM) and Azure Active Directory (AD) keep this data secure.

Removing the need for multiple passwords

Technology is being used more and more to enable self-service. From supermarket checkouts to self-service portals online, businesses are able to cut costs and deliver a better user experience. Customers can shop online, update account information or pay bills without being transferred to a partner site or having to remember login details for each section.

This removes a major deterrent for customers. They can easily scan their own groceries, print their own travel tickets, transfer finances online, and personally check themselves in at GP surgeries. The power is being placed back into their hands.

Password lists are beginning to build-up with every account and subscription individuals sign up to. However, self-service technology is extremely convenient for customers and creates good customer service. It also works in an organisation’s favour by reducing overheads, enhancing security and improving customer satisfaction.

Next, watch our conditional access and MFA webinar on-demand and learn how these technologies make it easy for your employees to work securely.

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Author
David Guest
Solution Architect and Technology Evangelist
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