Challenge

As he joined Mapbox, the Head of IT, Security & Compliance, was tasked with building out an extensive automation system for employee lifecycle management. Additionally, the Mapbox Head of IT, Security & Compliance wanted to implement measures to uphold Mapbox’s standards in data privacy, data security, monitoring, management, and alerting.

One of the first challenges he faced was finding a way to quickly manage account and calendar permissions and find relevant files. Additionally, the manual process to on- and offboard employees was time consuming because the various SaaS applications owned by different departments were not connected.

“We needed to connect a couple of different SaaS services together to automate systems maintained by different teams at Mapbox (HR, Enterprise Applications, IT and Support). We needed to get something into production faster that was more scalable than writing custom code and didn’t require a developer on the team to maintain,” says the Mapbox Head of IT, Security & Compliance.

With a lean IT team, the Mapbox Head of IT, Security & Compliance knew he needed a no-code environment to allow his team to connect the various SaaS applications in order to fast track employee lifecycle management and meet compliance objectives. In looking for a SaaS management solution to help alleviate the challenges Mapbox faced, he also wanted to make it easy for frontline IT support to administer accounts and reduce risk of human error by creating automated workflows.

Solution

After using BetterCloud at a previous company, the Mapbox Head of IT, Security & Compliance was excited to learn about the API workflows that would solve for his team’s main challenges and give them the flexibility to build direct API-webhook integration and no code workflows. “BetterCloud gave us the key ways to tackle our challenges all in one solution,” says Mapbox Head of IT, Security & Compliance.

Mapbox now uses BetterCloud to ensure that their employee lifecycle management workflows have the correct checks and balances to maintain IT compliance and ensure data quality and validity. Through their automated workflows and SaaS integrations, the IT team has been able to cut employee lifecycle management time from over an hour for one user to 20 minutes, as well as run multiple workflows at once. “This allowed IT to move from a purely operational role during account retirement to one of data quality and oversight. We went all of 2020—and that includes the shift to remote work—without a missed SLA,” explains Mapbox Head of IT, Security & Compliance.

By leveraging BetterCloud workflows for user lifecycle management, the IT team is able to keep an auditable log of all permission changes in one location, so they can easily build reports for auditors and maintain SOC 2 Type 2 compliance. The Mapbox Head of IT, Security & Compliance and his team have also created automatic alerts and verification steps in BetterCloud for files that are shared externally. “It’s common for the end user to not realize they may be sharing something they shouldn’t be. This way we can put file security front and center while enabling and empowering the end users,” says Mapbox Head of IT, Security & Compliance.

Additionally, Mapbox has been able to seamlessly shift to remote work and support its employees. Prior to working remotely, the IT team was very much focused on the in-person support experience as a leading indicator of high customer satisfaction. With BetterCloud, Mapbox can now do the discovery work, troubleshoot, and fix issues all remotely. “Being able to use BetterCloud to solve a lot of permission problems for users means they can be supported from anywhere, wherever they are, and wherever we are,” explains Mapbox Head of IT, Security & Compliance. As Mapbox moves to a hybrid work model, the IT team is focused on rolling out a Zero-Touch hardware provisioning model so they can make sure all employees, wherever they are, have their equipment and are up and running on day one.

Results:

• 70% time savings to provision and deprovision employee accounts
• Maintain 97.7% customer satisfaction for helpdesk support while working remotely
• Maintain compliance and remove manual process to generate reports for auditors
• Enhanced security and implement automated workflows to control user interaction with files and sensitive data