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Business Challenges

If a customer makes a request, RWS Moravia strives to meet it, regardless of the language or dialect. This leads to taking on jobs that many other translators would pass on. To meet the demand and make these translations, they must constantly take on new contractors. Contractors for RWS Moravia work remotely around the globe on their own devices, and Moravia plans on increasing the workforce over the next year, possibly doubling it. As a global company, constantly picking up contractors in new regions, the company sought an effective multi-factor authentication (MFA) solution that could secure today’s access and scale for the future, while also ensuring compliance with regulations in all its business regions.

“It was critical that the MFA vendor we selected could scale up with our rapid growth. The contractors we bring on are accessing critical business applications. To introduce MFA into their workflows needed to be an extremely easy step, as self-enrolling is. We needed something easy to use, easy to administer and solid on its Information Security delivering points,” said Giulio di Lernia, Global Information Security Manager at RWS Moravia. The company also wanted to get visibility into which device would be accessing applications, in a non-intrusive way.

“MFA is a cornerstone for most of the security standards in the compliance regulations around the world. Looking beyond the compliance component, multi-factor authentication is the foundation of good security posture,” di Lernia said. Furthermore, as a company operating in the European Union, Moravia must comply with the General Data Protection Regulation (GDPR). “Several of our largest accounts were demanding MFA to be part of the solution we offered them, and that set an aggressive deadline for us to include it in our offering,” di Lernia added.

In the highly competitive market of translations, it is critical for Moravia to find ways to stand out. “I wish RWS Moravia, which is the largest RWS Group Division, to be recognized as a market player with cutting edge security; one which puts security first. This would be good for our customers and would give us a significant competitive advantage in the translation and localization market,” said di Lernia. “Along with requests from existing customers, we were constantly seeing multi-factor authentication (MFA) as a requirement for new translation jobs that we were being asked to quote.”

Technical Challenges

The MFA solution RWS Moravia selected would have to be extremely easy for an end-user to self-enroll. With such a rapidly growing and distributed workforce, it would cripple any helpdesk if they weren’t able to self-enroll. For many, this would be their first time ever using multi-factor authentication. It had to be easy to use for even non-tech savvy contractors. “Many of our people had never used a multi-factor authentication product. We were adding a step into their workstream, which created pushback. Anytime you introduce security into the mix, you’re adding an extra step for your users; this impacts the end-user experience and productivity. Very often it is impossible to add in a step without impacting the end-user experience,” said di Lernia.

As a company that's adding employees and contractors at such a rapid pace, it was critical that the MFA product could scale with it as well as integrate with a number of applications. “Duo helped our admins in integrating critical custom applications, which resulted in meeting the demands of our largest customers. Duo did an exceptional job in easing our integration with many top vendors applications, including Jira, Cisco and - in the near future - Microsoft Office 365,” di Lernia said.

The Solution

Moravia selected Duo MFA with Duo Care. “As I began looking at MFA vendors all the buzz was around Duo. I had a good friend who made the move to Duo and praised the entire experience,” said di Lernia. “I have used other MFA players at previous jobs and knew that those would not have worked as Duo for our distributed workforce and custom applications. With a globally distributed workforce, those were more complex to self-enroll, the tokens expired or broke, requiring us to mail out new tokens while our users were offline until the tokens arrived. Soft tokens on PCs, on the other hand, have never been my preferred choice. During the demo, I realized that Duo’s push notification and ease-of-use provided the positive end-user experience that I was looking for. Over 91 percent of the employees and contractors were able to self-enroll with no help from IT.”

Duo was also the only company that successfully demonstrated the ability to integrate with all RWS Moravia’s applications, including custom applications. Duo was also able to easily scale with RWS Moravia's rapid growth of new users.

“Duo’s end-user experience, a structured approach in planning and deployment and the ability to scale with us were all differentiators,” he said, adding, “The entire experience with Duo was excellent. From the beginning, Duo’s technical presentation helped us know exactly how everything was going to work. With a project plan that was already prepared and all the admin support, we never felt alone throughout the entire process. Both the Sales and Duo Care team made us feel like we were buying a solution and not just a product.”

Mr. di Lernia said, “the Duo Care team was a strategic partner for us, throughout all the planning, testing, deployment and go-live steps. This supportive approach ensured our team met our clients’ deadlines.”

“Their insights and planning helped make the self-enrollment process a big success, without requiring any significant effort from our ServiceDesk Teams,” he said. “Duo helped us prioritize what had to get done first and worked with us on a plan to bring MFA to all of our critical applications - including a possible future Office 365 integration. We felt like each team at Duo cared about us and was there to make sure we were successful.”

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