Customer identity management

In the age of Industry 4.0 and digitalization in the context of the new Data Protection Act (DSGVO)
Article by Yael Widmann SQ-Magazine Edtion 47

YaelWidmann Digital services separate the wheat from the chaff. The better the digital services a company offers to its customers, the more successful it will be. Satisfied customers will almost certainly come back. That’s why identifying customers and their specific behavior when using services is so important. This not only serves the company, but also the users. By evaluating and processing the collected information and improving the web shops, apps, collaboration portals or other customer interaction channels used, companies can offer them customer-friendly log-ins and even better and more personalized services.

Customers are much more accessible by means of digital tools and special programs than traditional methods. In the future, the management of customer contacts will prevail as authorization management under the name of “Customer Identity Management” (CIM).

Depending on the application, the CIM is part of a powerful customer relation management system (CRM) or implemented as a stand-alone solution in the IT landscape of a company. In any case, such a CIM facilitates or simplifies the internal processes by means of delegated authorizations, for example for orders – this makes the tasks of the customer organization more transparent and can be more effectively distributed. Another important factor is the early detection of fraud and suspected cases.


For small and medium-sized businesses, digitalization holds significant potential to succeed in the increasing competition. However, there are a number of challenges involved. In particular, the new EU General Data Protection Regulation (DSGVO) unsettles many companies. The new data protection legislation requires the implementation of various technical and organizational measures to protect the integrity and confidentiality of personal data. Against this background, many companies have to review their collected data records and, if necessary, adjust or even delete them – this does not come without its problems.


An Industry 4.0 strategy that meets digital requirements (including those of data protection) can access appropriate cloud-based software solutions as a Customer Identity Management (CIM) system. There are many providers of CIM systems. The system from cidaas is an example that provides in addition to the digital and automated support of customer management, an EU-DSGVO-compliant Consent Management System.
This and other systems have secure interfaces. In addition, they can be implemented in existing IT environments. For e.g.: employee, customer, supplier or partner portals.

“Modern software is smart, innovative and easy to use. We use a central user identity management system for our shops and portals – our customers benefit from the ease of use and optimal service, ” says Karl-Heinz Klein, Head of e-Business at CAMLOG, a medium-sized company in the healthcare industry.


Compliance with the new data protection regulation, which according to Art. 5 (1) (d) requires personal data to be factually correct and, if necessary, up-to-date, will be implemented quickly and in accordance with the law through a CIM system. With the User-Self-Services, companies can give control over the data back to the user and make sure the data is up-to-date.
With the EU GDPR coming into effect, companies are also increasingly obliged to provide information about the data collected. Here, too, a corresponding software solution helps and, thanks to the simple user management, customer profiles can simply be deleted and thus the right to delete (Art. 13 EUDSGVO) can be met.


Intelligent multi-factor authentication also ensures high security through user profiling and biometric factors. This is also required in Art. 32 of the EU GDPR.

About the author, Yael Widmann, Business Development at cidaas
She completed her bachelor’s degree in business informatics at the University of Karlsruhe and was honored for her excellent performance during the graduation with the Frauenförderpreis of the University and the Karlsruhe city Prize. She completed her Masters in International Business Development at the ESB Business School in Reutlingen

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