Hi Katie, 

Do you have a “client experience” team?  NPS ratings?  Is your training included, or is there an extra fee?

For us, providing numbers/data helps to tell the story and identify the need that has helped get buy in - especially when relying on Dev/IT resources.

Julie

This has been a big struggle for us as well. I’m looking forward to see what others have to say. In our case, it isn’t necessarily the buy-in, it’s just resource constraints and the SSO to training is a lower priority.

We did it! Fully integrated with our Cloudinary systems. However, this isn’t a process that is generic enough for people to share the exact steps they took with the setup, and some of it is tied to confidential details of our system architecture.

But, my recommendation is to get it into a product sprint. This will mean speaking with your R&D and Product leads about the importance of SSO and integrating training into the product this way. They should be able to allocate resources.

It is also important you understand how authentication happens at your company. Is this SAML? JSON Web Tokens? What data do you need to pass into TI from your system? Essentially, what are your business requirements? I find a lot of Customer Education teams aren’t precise enough with their requirements, then get frustrated when things aren’t prioritized. If this level of detail hasn’t been thought through, your request may never get reviewed.

I also recommend getting IT and security on your side, since they commonly know the inner workings of authentication for the company, which is part of SSO.

I hope this helps!

Hey Katie, 

I feel so much better knowing that I was not alone at trying to get buy-in from my team on SSO… We launched the first phase of it late last year (JWT) and we are now getting ready to further update the experience by getting every one of our Accounts in to their own Pano. 

What really helped my team sell this internally was showing how much more usage and visits we would get by making the user experience more integrated. We more than tripled out visits to our Academy. It also cut down on the number of tickets that were coming in to our support desk because people were logging in to the wrong platform or using the wrong credentials. 

It took us an afternoon to set up the script and  add the link to our platform.