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Increasing Conversion of 250,000 Customers with a Modern CIAM System

  • Client: Online Marketplace
  • Industry: E-commerce & Technology
  • Services: Customer Identity & Access Management (CIAM) Implementation

Executive Summary

An online marketplace modernised identity for 250,000 users across Consumer, Agent, and Trade realms. Skalable unified providers, migrated users with session continuity, and introduced SSO/MFA and JWE for a secure, seamless experience.

Key Results

  • 250,000 Users Migrated SeamlesslyTransformed and cleansed user data with session continuity.
  • Unified Identity ManagementDecommissioned four legacy systems for a single OIDC/OAuth2 provider.
  • Strengthened Platform SecuritySSO, MFA, and encrypted tokens (JWE).
  • Streamlined OperationsRBAC and centralised security ops in API gateway.

The Challenge

Legacy identity was fragmented and insecure, harming UX and operations.

  • No Existing Customer Identity SystemNo persistent identity or unified user view.
  • No Integration with InfrastructureIdentity was not integrated with enterprise architecture.
  • Poor Quality of Customer DataDuplicates, outages, reliance on tribal knowledge.
  • Reliance on 3rd Parties for User CreationIncreased supply chain risk and limited flexibility.

The Solution

  1. 1
    Consumer Identity Upgrade (2 Months)Identity API with SSO/MFA for website and apps.
  2. 2
    Trade Realm Transformation (7 Months)Identity proxy, secure migrations, and multi-tenancy.
  3. 3
    Agent Realm Integration (3 Months)AzureAD SSO and Salesforce roles with full migration support.

The Outcome

Unified identity management reduced reliance on legacy providers and improved security. Seamless migration preserved sessions for 250k users. RBAC and centralised monitoring streamlined operations across platforms.