Avit, network integrator and managed service provider, has developed an innovative Identity & Access Management (IAM) solution for KLM subsidiary Cygnific, a customer service center. This IAM solution, delivered as a managed service in a Microsoft Azure environment, enables Cygnific to optimize user management. The company, with several global offices, thus solidifies its control over the rights employees have to access corporate applications. This enhances Cygnific's compliance. At the same time, many IT tasks will be further automated, resulting in significant cost savings.

Cygnific provides customer services worldwide to parent company KLM and other airlines. The company has broadened its scope and is now also active in sectors such as retail. Two locations in the Netherlands employ more than 1,000 people who speak a combined total of 18 languages and serve 34 countries for their customers. Cygnific has a dynamic workforce, switching between different customers, contact channels and business applications. The company asked Avit to develop a solution that links user management to the HR environment. The starting point is to facilitate employees optimally, while respecting their right of access to the right data and applications. At the same time, Cygnific wanted to increase insight into user rights and simplify the provisioning process.

INNOVATIVE IDENTITY & ACCES MANAGEMENT

Avit analyzed the processes within Cygnific and identified where benefits could be realized. Based on standard components and customized solutions, Avit, which has its own team of developers, developed an innovative Identity & Access Management system. Now, Cygnific can see at a glance what the user rights of its employees are. These are also very easy to adjust, when employees change jobs or acquire different rights through training.

SIMPLER AND MORE USER-FRIENDLY

"We are proud to work jointly with a global player like Cygnific to optimize their processes. By making access rights more dependent on the processes themselves, user management has become a lot simpler and more user-friendly," says Stefan IJmker, business consultant at Avit. "Furthermore, Cygnific can now manage user rights even better. This is of great importance in the context of laws and regulations; after all, compliancy is a high priority."

INSIGHT INTO RIGHTS

"Robert Blokzijl, Director Transformation at Cygnific: "Our ambition is to become the most personal customer service team. The starting point is to facilitate employees optimally. It is therefore essential to us that they can work comfortably and have quick and easy access to the right information and applications. This is the basis for optimal service provision to our customers. At the same time, we want to prevent employees from using applications for which they are not authorized. With Avit's solution we now have the best of both worlds and a complete insight into who has what rights. On top of that, IT's management burden has been significantly reduced. We can now focus more on improving customer experience and innovation."