Swisscom Powers Switzerland’s Digital Identity with High-Scale CIAM

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Challenge

Swisscom needed to consolidate fragmented legacy identity systems into a single, massive-scale platform capable of handling peak login volumes for the entire Swiss population.

Results

By implementing a centralized Customer Identity and Access Management (CIAM) platform, Swisscom unified access across mobile, TV, and web services.

Objective

As the primary service provider in Switzerland, Swisscom’s objective was to simplify the digital lives of its customers. The company sought to replace multiple, disconnected login systems with a single customer view that would allow users to move seamlessly between telecommunications, entertainment, and financial services.

Challenge

Swisscom faced the complexity of managing identities across highly diverse business units, each with unique security and privacy requirements. The solution had to be robust enough to handle the extreme reliability demands of a national infrastructure provider while remaining flexible enough to support rapid service innovation and strict Swiss data protection regulations.

Solution

Swisscom deployed the Ping Identity (formerly ForgeRock) platform as its core identity engine. This CIAM solution provides a unified directory and high-concurrency authentication for millions of subscribers. By utilizing an API-first approach, Swisscom integrated identity into everything from set-top boxes to mobile banking apps, supporting advanced features like biometric authentication and centralized consent management.

Results

The unified identity platform has significantly enhanced Swisscom’s operational efficiency and customer satisfaction. It serves as a cornerstone of the company’s digital transformation, providing the scalability to handle millions of authentications daily without performance degradation. Furthermore, by providing a trusted and secure identity foundation, Swisscom has strengthened its position as a key player in the development of Switzerland’s digital economy.

The Ping Identity (formerly ForgeRock) platform enables us to give users direct, secure access to a portal where they can manage their credentials and service subscriptions. It greatly reduces the need for manual human intervention and improves the customer experience.

Rolf Hausammann

Head of IAM, Swisscom

Industry

Solutions Used