Customer Story
Solutions at-a-Glance
Going beyond identity basics delivers a better user experience
IT-friendly solutions enable simplified service delivery
Use of contextual factors minimizes authentication friction
Merck Prescribes Identity for Healthy User Experiences
Pharmaceuticals is a highly regulated industry that handles extremely sensitive information concerning the healthcare of millions. And those millions deserve a flawless customer experience to get the medications they need, when they need them, easily and securely, no matter how sensitive their information is.
Lance Peterman, Identity and Access Management Architect at Merck, measures success not by how well Merck “does” identity but by how well they use it to deliver a better experience for their customers. To learn how Merck is using Ping’s IT-friendly identity solutions and taking advantage of modern authentication capabilities to stay on the cutting edge of user experience, watch the video.
Merck is a pharmaceutical company that's Traditionally called in the life sciences industry, so we make a broad spectrum of Products that try and improve people's lives.
I think some of the top challenges that our Identity community has, And I, you know, I can include this with Merk as well.
Is, um, focusing on the customer experience.
One of the challenges that we've had over the lifetime as an IT organization and other IT Organizations' IT tools haven't been the most user-friendly in the world.
And, uh, now one of the differentiating factors in the identity space is not just how well can You do identity, but how can you use it to make a better experience for ours Customers.
One of the things that I've used at Merck as an As an example of where identity approaches can fail is if I have to have you take training Course so that you can use one of our tools Ultimately we failed, and so the good news is We're providing many more services that meet that standard, so we're not having To do that for the users.
They're not having to go through a rigorous Amount of documentation to figure out how to get access to an application or system.
Some of the newer innovations than I am that I'm pretty excited about are our ability to Establish a better context around the authentication for the user.
So we're not simply using the same old username and password pattern, and instead we're Establishing a context and sometimes that context right now is fairly limited, So we might be looking at a user's geographic location based on their IP address or based on The geolocation of their phone.
The ability to establish other contexts in terms of what device they're coming from.
Uh, all of those attributes, I think over time, and I, I think this is gonna be a really exciting area of authentication where if based on five Factors of, um, attributes I can establish clearly that Lance is doing the same thing that He did yesterday and the day before, the amount of friction that I present him in order to Authenticate and access his systems should be ideally lower unless he's executing a really Sensitive transaction.
I think that's pretty exciting.
More About Merck
Merck is a global biopharmaceutical company that delivers innovative health solutions through its prescription medicines, vaccines, biological therapies, and animal health products. With core product categories encompassing diabetes, cancer, vaccines, and hospital acute care, Merck applies their worldwide reach, financial strength, and scientific excellence to address many of today’s most significant health challenges.
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