ITS Nordic faced a dilemma. Their Remote Desktop service reaped great success by providing customers with an outsourced key-ready IT solution devoid of troubles. The problem, however, was that the authentication solution connected to the system was both administratively demanding and highly expensive. In order to take the Remote Desktop service to the next level and to scale it up in pace with increased customer traffic, a whole new approach was required to secure the login process.
ITS Nordic is a Swedish IT company that has reached great success with their user-friendly solutions, and today they are one of the fastest growing companies in Sweden. When they planned to update their popular Remote Desktop service, they went looking for a better solution that could manage secure customer login. Apart from paying a high user-based cost, their existing solution demanded a lot of helpdesk resources; they were flooded with support inquiries concerning login devices. In fact, the customers found the mobile tokens so difficult to install that the helpdesk was not even able to assist. Consequently, many support issues trickled down to the IT department, who soon realised that a system that required that much work was intolerable, especially if they would have to manage increased customer traffic and the ever-growing demand for mobile devices among their customers.
After having examined several different options, ITS Nordic decided on Freja ID, which was installed as a virtual server at the company. Initially, they were attracted by Freja’s unlimited licensing model, which allowed them to scale up the number of customers to infinity without any cost increase. This feature alone would provide considerable savings. But Freja had additional benefits that would prove even more significant. By combining Freja ID with Freja Self-Service Portal and Google Authenticator, ITS Nordic could reduce administration and device handling dramatically. As part of the solution, Verisec provided hardware tokens for those customers that still preferred this, but since the users could now manage these hardware tokens themselves – within the Freja Self-Service Portal – this administration was also relieved from the helpdesk and IT department.
Freja ID and Freja Self-Service Portal were installed, and despite very specific technical prerequisites, the installation went smoothly. Verisec also solved – free of charge – many unforeseen challenges that weren’t stated in the requirements specification. Within a year, ITS Nordic had earned back their investment compared to the cost of their previous solution, and in the long run these savings will continue to grow since the support fee for Freja is only a fraction of the price they paid before. Increased costs for additional users are now also a non-issue.
The migration of users from the old system has been seamless, without any impact on the users workflow. From ITS Nordics perspective, the greatest gains have come from relieving the helpdesk and IT department of all the work and administration associated with the old system. From a user standpoint, the process of connecting a device or a mobile token to a personal login is now easier. Moreover, the users can now manage most of their support issues themselves, such as the replacement of PIN codes, directly in the Freja Self-Service Portal. It has also become evident how smooth the mobile solution is; almost 90 % of the users have chosen to place a token on their cell phone instead of having a hardware token.
ITS Nordic provides innovative services within telecom, IT and printing. The service connected to Freja is called Remote Desktop, which means that a client’s whole IT solution is hosted in ITS Nordics data centre. Every user attains his or hers own “desktop” that provides access to company documents, applications and services. All this is accessible regardless of the users location, and to increase the security surrounding this access, ITS Nordic is offering clients two-factor authentication with one-time passwords.