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An aerospace company upgrades its customer identity and access management platform to deliver a more-elevated experience for its B2B customers.
THE CUSTOMER JOURNEY
BEGAN WITH A WAIT.
IT DIDN’T NEED TO.

The Situation
With products that are highly sought after by players across its industry, the large aerospace company had built its various portals for complex B2B interactions over mere window shopping. These platforms and apps were designed with security in mind, to protect the company’s extensive and diverse customer base, as well as the safety and integrity of their products. Customer identity and access management (CIAM) was always a priority.
Yet the aerospace company’s CIAM platform had become increasingly inefficient. Take the onboarding process, for example. A new customer would arrive to one of the company’s portals and submit an online form to request access to purchase equipment, request maintenance, receive manuals, or get customer support. It was a simple enough process from the outside, but it kicked off a complex chain of events on the back end.
That convoluted process included account creation, which had to be done manually; account approval (also manual); and an email informing the requestor that they’d gained access. This could take as much as 10–20 days. And, because customers were often navigating a siloed, decentralized B2B environment, steps often needed to be repeated when a customer sought access to a different company portal.
Business leaders recognized how a system and process upgrade could elevate the customer experience and deliver more seamless interactions with the company’s applications and services. But they also believed there was an opportunity to approach CIAM beyond traditional identity management. This felt like a major transformation. How could they execute it with minimal disruption?
THE SOLVE
EASIER ACCESS
FOR CUSTOMERS.
SIMPLER PROCESSES
FOR COMPANIES.
The Impact
A transformation can seem daunting—so much so that a company may hesitate to start—especially if they’re using a legacy custom identity system built on an older infrastructure with complex implementations and application dependencies. With Deloitte’s help, the aerospace company has modernized its CIAM approach to enable a better, more efficient experience for its customers while also benefiting stakeholders within the organization.
External end users and customers have gained:
- A modern, intuitive user experience.
- Self-service capability to create and update accounts systematically.
- Quicker access to resources and technical manuals they need, as approvals can now be completed in hours.
Meanwhile, internal users can:
- React to timely, automated notifications of approval requests.
- Feel more confident that customer requests are addressed as they’re submitted.
- Complete approvals in bulk.
- Access the platform using enterprise credentials through single sign-on between the new system and enterprise identity management.
Added benefits for the organization include reduced dependency on legacy infrastructure, lower maintenance efforts for the legacy platform, and decreased support costs because of automated processes. And by increasing ease of access to its platforms, without altering the app-end experience customers had previously waited 10–20 days for, the aerospace company affirms the importance of a frictionless customer experience, even in B2B.