Case Study: Unified Access Connector
Because logging in five times before lunch was nobody's idea of progress.
A UK telecommunications provider simplified access to critical legacy systems - strengthening security, reducing friction, and quietly processing over 40 million web requests a day without disturbing the machinery underneath.
A Business Built on Continuity
The client operates integrated mobile and unified communications services across the UK. Like many established providers, its operational backbone relies on long-standing internal and customer-facing systems that still perform vital daily functions.
These platforms underpin account management, service provisioning, and customer support. Replacing them wholesale would have been high-risk and commercially disruptive. Yet controlling access to them - securely, efficiently, and at scale - had become increasingly important as usage volumes and security expectations grew.
The Daily Friction No One Had Time For
Over time, access had evolved into a patchwork.
Frontline teams were signing into multiple systems each shift, juggling credentials and navigating inconsistent interfaces. The overhead wasn't dramatic in isolation - but repeated hundreds of times a day, it eroded productivity and introduced risk.
Supervisors struggled with fragmented visibility across environments, slowing decision-making. Meanwhile, ageing third-party tooling constrained change and created avoidable vendor dependency. Security updates were often tied to external release cycles rather than business urgency.
Individually, each issue was manageable. Together, they became operational drag.
A Control Layer That Respected the Past
We introduced the Unified Access Connector (UAC) as a lightweight overlay - a unified access layer sitting above existing applications rather than embedded within them.
The design intent was deliberate:
- Unify entry points without rewriting core systems.
- Strengthen authentication where exposure is highest.
- Reduce day-to-day friction for operational teams.
- Isolate security controls from legacy vendor cycles.
For internal users, UAC Internal created a single, consistent portal. Staff moved through one streamlined sign-in flow and accessed multiple underlying systems without repeated authentication or context switching.
For external access, UAC External enforced stronger controls, including two-factor authentication (OTP), integrated via clean API connections. Security enhancements could be implemented within the access layer itself - enabling rapid mitigation of vulnerabilities, including events such as the 2021 log4j exposure - without destabilising core back-end platforms.
The legacy environment remained intact. Control improved considerably.
"Day-to-day work is noticeably smoother - no repeated logins and far fewer delays. The rollout felt controlled, which made adoption straightforward."
The impact was felt most clearly by the people using it every shift.
Designed Around Real Roles
For agents and operational staff, the change was practical. A single sign-on experience reduced cognitive load and eliminated repetitive credential management. Authentication became faster, more consistent, and more secure.
For supervisors, consolidated access improved cross-system visibility. Teams could retrieve information more reliably, enabling quicker, more confident decisions without hopping between disconnected environments.
For management, the access layer created measurable control. Authentication policies were enforced consistently, vendor reliance reduced, and security updates decoupled from legacy release constraints. The business gained evidence of who accessed what - and how efficiently.
Introduced Without Disruption
The Unified Access Connector was deployed to coexist with existing platforms rather than replace them.
By integrating via APIs and operating as an overlay, it avoided intrusive code changes or system rewrites. Adoption was gradual and operationally safe. Staff learned one new entry point - not an entirely new system.
Security improvements and user experience enhancements were delivered without forcing frontline teams through prolonged retraining or risking service instability.
Results That Stand Up to Scrutiny
Operational improvements were measurable:
- 34% reduction in time spent managing access.
- 26% increase in time redirected toward core operational tasks.
- 40 million+ web requests per day handled reliably.
- Faster mitigation of zero-day vulnerabilities affecting legacy systems.
- Reduced dependency on ageing third-party vendor components, lowering operating cost.
Efficiency improved. Exposure decreased. Stability remained intact.
From Patchwork to Predictability
Beyond the metrics, the business shifted from reactive access management to controlled governance.
Security no longer depended on legacy upgrade cycles. Staff no longer worked around login friction. Supervisors operated with clearer oversight. Management gained confidence that critical systems were both protected and usable at scale.
The change was evolutionary rather than theatrical - but materially transformative.
Client feedback has been paraphrased from direct discussions. Names, roles, and identifying details have been anonymised to protect confidentiality.
Fewer Logins. Fewer Headaches. Sensible by Design.
If access control has quietly become your operational bottleneck, it may be time for a layer of calm above the chaos.
