#FutureReadyHealthcare
Indegene Helps Deliver Frictionless and Compliant HCP Access with CIAM
The Customer
A Japan-headquartered global pharmaceutical leader operating in over 70 countries and delivering innovative therapies in oncology, urology, immunology, and rare diseases through advanced research and strategic collaborations required a secure, compliant entry point for of healthcare professionals (HCPs) on their digital portals across established and new international markets.
The Challenges
The organization faced several challenges in providing seamless and secure access to HCPs across their digital platforms:
Fragmented User Access Systems: The organization relied on siloed platforms across regions, leading to inconsistent onboarding experiences and disparate user journeys. This fragmentation created friction for HCPs accessing digital portals, reducing engagement and making it difficult to scale global digital initiatives effectively.
Lack of Personalization: Without a unified user profile, the organization struggled to deliver tailored content and experiences. The inability to recognize users across touchpoints limited personalization efforts, resulting in generic engagement that failed to resonate with individual HCP needs and preferences.
Outdated and Inflexible User Experience: Traditional username-password authentication flows and the inability to retain user preferences led to significant usability issues. These limitations not only created barriers to access but also eroded user trust and satisfaction, undermining long-term digital engagement.
The Solution
Indegene leveraged its extensive expertise in customer identity and access management (CIAM) to implement Okta Auth0, a leading CIAM solution, for the organization. This solution helped the customer streamline identity management for HCPs, enhancing security, scalability, and the overall user experience.
Unified Identity Platform: Implemented a robust Customer Identity and Access Management solution using Okta/Auth0 to centralize and streamline user authentication across regions, brands, and digital channels. This ensured a seamless and secure onboarding experience for HCPs, while enabling consistent, policy-driven access and identity management globally.
360° User View for Personalization: Consolidated user data across multiple portals and touchpoints to build a unified user profile, enabling dynamic segmentation and personalized content delivery. The solution also empowered HCPs with self-service profile management and tailored experiences, resulting in significantly higher engagement and more meaningful digital interactions.
Secure, Scalable, and Compliant Access: Automated identity management workflows to support rapid user provisioning, lifecycle management, and policy enforcement at scale. The implementation adhered to stringent industry regulations and data privacy standards, ensuring secure access to digital assets while enabling the organization to scale its digital footprint confidently and compliantly.
Comprehensive Access Features: Delivered an end-to-end feature set including HCP registration and validation, secure login with support for password-less and multi-factor authentication (MFA), social login integration, custom domain configuration, and real-time email/SMS notifications. These capabilities were further enhanced with intuitive self-service profile management, driving user satisfaction, reducing support needs, and laying the foundation for a frictionless, compliant digital experience.
Outcomes
Indegene streamlined login and registration workflows, significantly reducing HCP drop-offs during access to gated content and improving the overall user experience. The solution also enabled personalized experiences for HCPs, leading to higher engagement and operational efficiency. Its success led to the inclusion of additional countries in the onboarding roadmap, reinforcing the scalability and impact of the implementation.
0%
Shorter HCP validation and onboarding time
0%
Authentication success rate
