How Aldermore Seamlessly Migrated 59,000 Customers to Auth0
“By partnering with Catapult, Aldermore has not only improved its customer experience but has also built a resilient infrastructure that will support future growth and innovation. With the ability to iterate quickly and scale effortlessly, Aldermore Bank is now well-positioned to meet the evolving demands of its customers and the financial sector.”
Danielle Soto
Managing Director of Savings
59,400
Customers migrated
83,500
User profiles migrated
100%
Users able to retain their existing credentials & MFA
THE CHALLENGE
Seamless migration hindered by legacy authentication systems
Aldermore needed to replace its Business Savings front-end portal and, at the same time, modernise its IDAM solution by adopting Auth0. For the new Auth0-backed portal to go live smoothly, the transition had to be invisible to customers. They needed to log in with their existing usernames and passwords and continue using the same email and mobile factors for MFA.
However, the legacy front end relied on a custom-built user and authentication module that didn’t follow OAuth standards. This created significant challenges for integrating with the new Auth0-based platform.
Key challenges included:
- Legacy login relied on unique usernames, while Auth0 required unique email addresses
- Email addresses were not unique within user profiles on the old portal
- Many users (e.g. accountants) held multiple logins for different customer accounts, all tied to the same email address
- Non-unique emails made it impossible to use email reliably for MFA
- Multiple customer and staff roles needed access, each with distinct permission sets
THE SOLUTION
Innovative Auth0 solution enabling seamless customer migration
Catapult developed an innovative, first-of-its-kind solution on Auth0 to overcome the duplicate email challenge.
Key solution elements included:
-
- Users mastered in the application database and exposed via a dedicated Users API
- A custom Auth0 database configured to call the Users API for core operations such as login and password reset
- Custom Auth0 action scripts to:
- Look up user email and mobile details and manage MFA enrolment
- Handle user role assignment
- Manipulate tokens to associate users with their customer IDs
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- Auth0 Universal Login implemented with Aldermore branding and password reset disabled
- A bespoke password reset flow to generate and email the correct reset link
“In a competitive banking landscape, customer experience is everything. Our new platform has allowed us to streamline digital interactions, making opening and servicing accounts easier for our customers. As we expand our customer base, the platform enhancements and our dedication to ongoing innovation have helped reduce the number of customer calls we receive. This is a testament to the design and user-centric approach we’ve taken with our digital transformation.”
Danielle Soto
Managing Director of Savings
THE RESULTS
Delivering scale, security and operational excellence
The new front end delivered a seamless transition for all existing customers, preserving their login credentials and MFA factors without disruption.
Key outcomes:
- 59,400 customers and 83,500 user profiles successfully migrated
- 100% of users retained their existing credentials and MFA
- 85 customer hours saved per month through self-service password resets
- 23 customer hours saved per month through self-service user ID reminders
By partnering with Catapult, Aldermore achieved a seamless migration at scale, setting a new standard for secure, customer-first digital experiences.
