What if… Your Customers Could Receive Seamless Service from a Distance?

You and your business have had to adapt in unexpected ways this past year—and so have your customers. 

The option of visiting a physical office, classroom, or store may no longer be available; locations that are open may be operating under strict capacity limits or other COVID-19 restrictions. Increased use of telephone, chat, and email customer service channels has stretched capacity and led to frustrating wait times.

As in-person interactions go online, businesses have to be agile as they navigate a fast-changing landscape while meeting customer expectations. Companies that were ready to embrace modern technology are thriving; those stuck in more traditional ways of doing business are often, frankly, struggling.

And those organizations who had invested in modern identity solutions prior to 2020 were one step ahead—again. Armed with the right tools and know-how, they’ve been able to quickly scale up to provide seamless, secure customer service, even from a distance.

Establishing patient trust and data security  

US healthcare system Dignity Health also recently undertook a digital transformation to better serve its expansive and diverse patient base. “Our patients expect that the right care be delivered to them at the right place, at the right time,” says Ranbir Samra of the Digital Division of Dignity Health. “They expect they should be able to shop for care just like they shop for other things in their lives—they expect connected, frictionless experiences.” 

For anyone trying to stay engaged with customers in 2020, meeting those kinds of expectations is familiar territory

The healthcare sector, though, has security considerations and regulations beyond those of most retailers. And ensuring patient trust is crucial. The Okta Integration Network allowed Dignity Health to bridge cloud and on-premises applications, including secure data sharing. Okta also had a ready-made HIPAA-compliant cell for Dignity Health to use as a core part of its platform.

To implement frictionless, secure patient access to health services and records, Dignity Health used Okta’s User Management, Authentication, and Authorization products. “For a single patient we want one login, one password, and one digital identity that unlocks the door to many of the services that the Digital Division provides,” says Samra. 

Now patients can book and check in for appointments, and access health records, lab results, and more, from anywhere—all through one patient portal. Improved access means patients are more engaged in their healthcare; Dignity Health’s modern, secure IT architecture has vastly improved both the patient experience and outcomes.

Ready for an influx of digital users

Major League Baseball (MLB) was also looking to create a frictionless user experience—but MLB’s goal was to enable tens of millions of fans to enjoy baseball whenever, wherever, and on whatever platform they want. 

“It's a high priority for us to deliver our games and the supporting content around it to the fans the right way, at the right time, anytime,” says Neil Boland, MLB’s Chief Information and Security Officer. Boland and his team had worked successfully with Okta to implement Workforce Identity products; so when it was time to implement a new, connected omni-channel fan experience, he says it was a “no-brainer” to expand MLB’s partnership with Okta.

“And so we had to scale many fold to deliver an identity solution for millions of consumers. It was a big-ticket order from the get-go,” says Boland. Okta and MLB worked side-by-side for nine months to be ready to launch the new platform on Opening Day. The team was ready for massive spikes in traffic and user requests—and Opening Day was smooth sailing. 

Although MLB’s massive scale-up happened before COVID-19, being prepared to offer an extraordinary experience to a sudden influx of digital users is a scenario that’s become all too familiar. But it’s not just being able to scale—you’ve got to be able to do it right. As Boland points out, “Okta does a good job of delivering that feeling of safety and security, part and parcel with the frictionless identity component.” 

Take care of your customers

COVID-19 has brought the need for modern, digital technology to the forefront. Never has it been so urgent to adapt quickly to changing consumer behaviors and securely increase digital, online interactions without losing customer confidence. Fortunately, the remote work tools you need to move quickly and keep customers happy are already here

Thousands of organizations around the world trust Okta to manage access and authentication, and build secure, seamless customer experiences. Find out how Okta can help you offer the best possible customer experiences, even from a distance. Contact our sales team to learn more.