How Auth0 solidified NTUC Enterprise’s journey in creating unified digital customer identity

Auth0 won the Singapore Technology Excellence Award for Enterprise Software - Retail.

As part of its digital transformation plans, NTUC Enterprise needed to migrate all of the scattered data into a single profile for each customer to achieve a better understanding of its base and to create a better user experience, all whilst obeying Singapore’s Personal Data Protection Act (PDPA).

With this, they have enlisted the assistance of identity management platform Auth0 to enhance the overall experience for the consumers who rely on NTUC Enterprise’s services every day.

Auth0’s API enabled the NTUC Enterprise’s digital team to start forming this view by connecting to their vendors, despite differing authentication systems. Its first use case was with FairPrice online grocery, which has over 1.2 million users. NTUC Enterprise opted for an automatic migration to make the migration from their legacy systems to Auth0 as painless as possible.

With Auth0’s rules, NTUC Enterprise was able to customise the migration process to “go-live,” and it only took two months entirely. 

Moreover, they had to find a way to store the personal data of Singapore’s residents in public cloud servers outside the country as they wanted to take advantage of cloud features to unite its workforce and customers whilst abiding by the PDPA. Luckily, Auth0’s Private Cloud made that happen.

NTUC Enterprise’s customer service has also improved with Auth0, as the latter’s dedicated admin portal empowers the former’s customer service officers to solve problems faster. With a more expedited process with Auth0, the average resolution time for customer support tickets has dropped to one day. Now, NTUC Enterprise can focus on delivering more value to its customers by uniting each of them under a single identity.

Auth0’s services have helped NTUC Enterprise save over half a million dollars per year and build its own identity solution, and it has also saved valuable resources on the extra security checks, monitors, and functional checks.

“Auth0 has been an incredible catalyst on the digital identity transformation in NTUC FairPrice and is already impacting our customers’ experience today,” NTUC Enterprise Digital’s Technical Lead Ryne Cheow said of the partnership.

NTUC Enterprise’s front-end, mobile, iOS, and Android developers were able to use Auth0’s SDKs rather than the need for the additional interface.

“Auth0 provides mobile and front-end SDKs for us to consume the services easily. That way, our front-end, mobile, iOS, and Android developers can just use the SDKs rather than creating it. Because if you’re creating the interface, you need to talk to developers in different teams, asking what works for them,” NTUC Enterprise Digital VP of Core Product Development Winson Lim said.

NTUC Enterprise has also been able to resolve issues logged through customer support channels faster through clearer workflows and consolidated customer views for its customer service team.