Front Enhances User Experience with Okta, Boosting IT Efficiency and Employee Satisfaction
Customer Company Size
Mid-size Company
Country
- United States
Product
- Okta Workflows
- Okta Identity Governance (OIG)
- FastPass
Tech Stack
- Identity and Access Management (IAM)
- No-code Automation
- Python
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Customer Satisfaction
- Digital Expertise
Technology Category
- Platform as a Service (PaaS) - Device Management Platforms
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Software
- Professional Service
Applicable Functions
- Business Operation
- Human Resources
Services
- System Integration
- Software Design & Engineering Services
About The Customer
Front is a customer operations platform that enables support, sales, and account management teams to deliver exceptional service at scale. The platform streamlines customer communication by combining the efficiency of a help desk with the familiarity of email, supported by automated workflows and real-time collaboration. With over 8000 businesses using Front, the company focuses on driving operational efficiency to prevent churn, improve retention, and propel customer growth. Founded from startup, SaaS origins, Front has a growing workforce worldwide, emphasizing the importance of both customer and employee experiences.
The Challenge
Front faced challenges in improving IT efficiency and employee experience as they grew. The existing Identity and Access Management (IAM) solution required a patchwork of manual processes and homegrown scripts, which were inefficient and prone to errors. The onboarding process was disjointed, taking 30 to 60 minutes, and provisioning was a manual, multi-step process reliant on outdated Python scripts. The company needed a robust and flexible identity strategy to prepare for projected growth and enhance the entire identity lifecycle.
The Solution
Front adopted Okta to replace their existing IAM solution, leveraging Okta Workflows for no-code identity automation and orchestration. This allowed them to customize onboarding, offboarding, and alerts, providing control and functionality. The implementation of Okta reduced ticket response times, provided safe yet frictionless access to resources, and significantly reduced account lockout tickets. The onboarding process was streamlined, reducing the time from 30-60 minutes to less than 15 minutes. Offboarding was also improved, with a 90% reduction in deprovisioning time. The team implemented 49 active workflows, replacing outdated Python scripts, and facilitated the migration of 50 apps to Okta, which has now grown to 110 apps.
Operational Impact
Quantitative Benefit
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