Shipped a self-service SSO setup that takes users less than five minutes to complete. It’s not only securing larger enterprise deals, such as with Philips, Atlassian or Mazda, but also regularly saving the company more than $0.5 million yearly in operational costs.

SSO-setup.mp4

Situation

Setting up SSO required customers to reach out to support or their customer success contact at Contentful, initiating a back-and-forth that involved four different roles and took an average of 185,6 business hours to complete.

Besides the high operational costs, this manual process was prone to human error, causing frustration for everyone involved.

Task

Make it easier and less time-consuming to set up SSO for enterprise customers.

Approach

I interviewed all stakeholders involved in the setup process—customer success, customer support, solution architects, and software engineers. Working with my Product Manager Heidi, I created a service blueprint based on these findings. This blueprint helped our team visualize the entire existing process and identify opportunities for improvement.

We built a simple setup page with thorough testing, ensuring parameter names aligned with those used in identity management services. Additionally, we integrated Contentful into the template setup catalogs of leading services like Okta and OneLogin.

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