Merz: Prescribing a Leading-edge IAM for Frictionless and Secure Customer Care
Customer Company Size
Large Corporate
Region
- Europe
- America
Country
- Germany
- United States
Product
- Okta Universal Directory
- Okta Single Sign-On (SSO)
- Okta Adaptive Multi-Factor Authentication (MFA)
- Okta Lifecycle Management
- Okta API Access Management
Tech Stack
- Identity and Access Management
- Zero Trust Security
- Cloud-based Identity Solutions
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
- Cost Savings
- Digital Expertise
Technology Category
- Cybersecurity & Privacy - Identity & Authentication Management
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Healthcare & Hospitals
- Pharmaceuticals
Applicable Functions
- Business Operation
- Quality Assurance
Services
- System Integration
- Cloud Planning, Design & Implementation Services
- Cybersecurity Services
About The Customer
Merz Group, founded in 1908 in Frankfurt, Germany, is a global enterprise with over 4,000 employees and a presence in 28 countries. The company operates in three main business areas: Merz Aesthetics, Merz Therapeutics, and Merz LifeCare, focusing on helping people 'live better, feel better, and look better.' As a family-owned business, Merz attributes its long-term success to its commitment to innovation and customer-centricity. The company is dedicated to providing well-rounded services and maintaining high security standards for its customers. Merz's digital transformation journey, in partnership with Okta, aims to enhance security, streamline IT services, and improve customer experience.
The Challenge
In 2017, Merz embarked on a digital transformation strategy to improve customer experience and secure medical data. The company faced challenges due to its services being spread across multiple platforms, resulting from acquisitions in different countries. This led to a lack of centralization, creating a burden on the IT team to manage customer identities across various platforms. Customers experienced different interactions with Merz, and the IT team had to ensure data security while working towards a Zero Trust model. The need for a harmonized and optimized IT service was evident to streamline operations and enhance security.
The Solution
Merz partnered with Okta to implement a modernized infrastructure focused on identity and access management as the foundation for its Zero Trust strategy. By choosing Okta, Merz aimed to protect client data and credentials while enabling better access management for its workforce. The company deployed Okta's Universal Directory, Single Sign-On (SSO), Adaptive Multi-Factor Authentication (MFA), Lifecycle Management, and API Access Management to create a seamless customer portal. This allowed customers to access all services through a single portal, reducing the need for multiple accounts and enhancing security with MFA. For employees, Merz utilized Okta's Workforce Identity Cloud products to manage identities centrally, reducing IT support tickets and increasing productivity. The integration of over 200 apps via the Okta Integration Network further streamlined operations, automating identity-centric processes and reducing maintenance costs.
Operational Impact
Quantitative Benefit
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