Our partner, a leading global entertainment and gaming platform, needed to enhance its customer experience by addressing security challenges and improving operational efficiency. As a highly popular platform with millions of users worldwide, ensuring a secure and seamless experience with their customers is critical.
Challenge
The partner faced significant challenges in managing publicly exposed services on their platform. Despite implementing ReCaptcha protection, “bad actors” frequently attempted to exploit the system using brute force methods, leading to an overwhelming volume of unnecessary moderation appeals. This created costly resource demands for the support team and posed risks to the integrity of the platform’s moderation processes.
Solution
Oktana provided a robust solution by developing a Salesforce authenticated portal using Experience Cloud’s Lightning Web Runtime (LWR) Site. This comprehensive approach included:
- Federated Authentication: We integrated the partner’s identity provider, enabling secure, federated authentication for users. This leveraged the same identity system used by their core gaming platform, ensuring a seamless and secure user experience across all services.
- Service Migration: To enhance security, we migrated the publicly exposed services, previously protected only by ReCaptcha, to the newly created authenticated site. This significantly reduced exposure to brute force attacks by ensuring that only authenticated users could access critical services.
- Moderation Appeals Process: The moderation appeals functionality, previously accessible to the public, was transitioned to the authenticated portal. This ensured that appeals could only be submitted by authenticated users, minimizing potential abuse and streamlining the moderation process.
Technologies and Customizations:
- Adobe Analytics Integration: We implemented Adobe Analytics for advanced reporting and predictive intelligence. Providing valuable insights, enabling them to improve customer experiences and preempt potential security threats.
- Custom Lightning Web Components: To ensure a unique look and feel, consistent branding, and robust localization capabilities, we developed custom Lightning Web Components tailored to the partner’s needs.
- Extended Localization Limits: We extended the default limits of the LWR Site to support a larger number of languages, ensuring a more inclusive experience for the partner’s global user base.
- Custom Salesforce Authentication Provider: We implemented a custom Salesforce Authentication Provider specifically designed for the partner’s identity provider, further enhancing security and user management.
Results
The implementation of the authenticated portal delivered significant benefits:
- Enhanced Security: The federated authentication and migration of services to the authenticated site created a more secure environment, reducing the risk of brute force attacks and unauthorized access by 75%.
- Cost Savings: By minimizing unnecessary moderation appeals and support tickets by 30%, our partner significantly reduced resource costs associated with handling these cases.
- Improved User Experience: The automated system ensured accurate user information and validation, streamlining the appeal process and enhancing overall user satisfaction.
- Operational Efficiency: The new setup allowed our partner to manage legitimate moderation appeals more effectively, freeing up resources to focus on more critical tasks.
Oktana’s solution not only addressed our partner’s immediate security and operational challenges but also laid the groundwork for future scalability and enhancements. This ensured a safer and more efficient platform for their global user base. Contact us today to tailor the perfect team for your needs and bring your vision to life.
