Back to Case Studies

$1M - $2.5M

Healthcare Enterprise Expansion: $1.2M to $2.4M ARR via FIDO2 Migration

healthcare
Account Manager
Enterprise
3-6 months

ACV

$2.4M

TCV

$7.2M

Sales Cycle

6 mo

Deal Motion

Land & Expand

Competed Against / Displaced

RSA SecurID

Why We Won

“Displaced legacy RSA SecurID hardware tokens by demonstrating FIDO2 compliance alignment with HIPAA and NIST 800-63B, combined with a TCO model showing $1.8M savings over three years from reduced helpdesk load.”

Outcome

Successfully expanded account from $1.2M to $2.4M ARR (100% growth) over 12 months. Reduced churn from 40% to 5%. Achieved 95% CSAT score. Account became reference customer and participated in 3 case studies. Expansion included FIDO2 migration for 50,000+ users and additional compliance modules.

The Challenge

A Fortune 500 healthcare provider was experiencing 40% churn in their IAM solution due to poor onboarding and lack of technical enablement. The account was at risk of non-renewal, representing $1.2M ARR. The customer's CISO expressed frustration with the complexity of the solution and lack of support during critical compliance audits.

Sales Motion

Developed a comprehensive account recovery strategy using MEDDIC methodology. Identified the CISO as the economic buyer and built a champion network including the VP of IT and Director of Security. Created a technical enablement program with weekly training sessions and dedicated SE support. Positioned the solution as critical for HIPAA compliance and positioned expansion opportunities around FIDO2 migration.

Execution

Orchestrated a cross-functional team including SE, CSM, and Legal to address all concerns. Conducted quarterly business reviews with C-suite stakeholders. Implemented a phased expansion plan starting with pilot departments. Created custom workflows in Salesforce to track all touchpoints and ensure no issues fell through the cracks. Provided hands-on technical enablement during critical HIPAA audit periods.

Objections Handled

Budget constraints - can't justify additional spend

Demonstrated ROI through reduced support tickets (40% decrease) and compliance audit success. Positioned expansion as cost-saving through consolidation of identity providers.

Technical complexity concerns

Created comprehensive training program with dedicated SE support. Provided custom documentation and workflow guides specific to their environment.

Integration challenges with existing systems

Coordinated with SE team to create custom integration scripts. Provided proof-of-concept in non-production environment before full deployment.

Key Takeaways

Key lesson: Proactive engagement during compliance audits builds trust and positions you as a strategic partner, not just a vendor. The technical enablement program was critical - customers need to see value immediately, not just hear about it.

Key Stakeholders

  • CISO
  • VP of IT
  • Director of Security
  • Procurement Director
  • Legal Counsel

Tools & Platforms

SalesforceMEDDICOutreachGongJira

Deal Timeline

Healthcare Enterprise Expansion — $2.4M ARR FIDO2 Migration

1

Discovery & Qualification

Jan 15, 2023(14d)

Identified expansion opportunity during quarterly business review. Existing customer frustrated with legacy MFA causing helpdesk ticket volume.

CISOVP of ITDirector of Helpdesk
2

Stakeholder Mapping

Feb 1, 2023(21d)

Mapped decision-making unit across three hospital systems. Identified clinical workflow requirements unique to healthcare.

CISOVP of ITChief Medical OfficerCompliance Officer
3

Technical Validation

Feb 22, 2023(90d)

Ran 90-day FIDO2 pilot across 500 clinicians. Demonstrated 73% reduction in authentication-related helpdesk tickets.

VP of ITSecurity ArchitectClinical IT Lead
4

Business Case & ROI

May 23, 2023(18d)

Built total cost of ownership model showing $1.8M savings over 3 years from reduced helpdesk load and improved clinician productivity.

CFOCISOVP of IT
5

Procurement & Legal

Jun 10, 2023(30d)

Navigated HIPAA compliance requirements and BAA negotiation. Coordinated security questionnaire responses with internal team.

ProcurementLegal CounselCompliance Officer
6

Closed Won

Jul 10, 2023

Expanded from $1.2M to $2.4M ARR — 3-year contract covering all three hospital systems with phased rollout.

CISOCFOVP of IT
Jan 15, 2023 → Jul 10, 2023 (6 months)
More Case Studies
Discuss This Deal