Case Study: RSA improves customer asset management with Imarc

Improving how customer-facing assets are organized, accessed, and managed.

RSA, a premier provider of security, risk, and compliance management solutions, identified a need to improve the customer experience surrounding order fulfillment, license entitlement, and order status. To address this challenge, RSA partnered with digital agency Imarc to streamline its Customer Asset Enablement (CAE) process.

Imarc worked as an extension of the RSA team to design and build a single, streamlined self-serve portal. The solution refined the user experience and created a seamless brand environment. The results were highly measurable: the process that previously took users 35-45 minutes was streamlined, and support calls related to software enablement—which had accounted for 40% of the 1,000 monthly calls—were dramatically reduced, saving support time and increasing customer success.

RSA