Notch is an AI-Native customer support platform that helps businesses automate complex support workflows. As they scaled from startups to enterprises, Notch needed a flexible, secure external identity solution to handle diverse authentication needs without affecting developer productivity - and Descope was built for exactly that.
About Notch
Notch is an AI-native customer support platform purpose-built for automation from day one. The company helps businesses transform service operations by enabling autonomous issue resolution across chat, email, and back-office systems. With Notch, support teams can resolve complex customer inquiries in seconds—without requiring human intervention.
Rather than layering AI onto legacy systems, Notch was designed to handle complete workflows, from responding to customers with brand-aligned communication to taking action across internal tools. Its AI Agent adapts to each company’s policies, tone, and business logic, enabling seamless resolution at scale.Organizations across industries use Notch to reduce operational costs, boost agent productivity, and improve customer experience.
Yuval Peled, CTO of Notch, said:
“Businesses across industries rely on Notch to streamline and automate customer support—solving complex problems quickly, seamlessly, and at scale.”
Customer identity is core to Notch’s B2B AI platform. Each enterprise customer operates in its own secure tenant, requiring personalized authentication and strict data isolation. With AI agents handling sensitive support tasks, robust identity management is essential to prevent data leakage and maintain trust.
As a lean team in a fast-moving space, Notch’s developers focus on building AI innovation—not wrestling with auth and SSO. A seamless, scalable identity solution lets them move fast while keeping security and customer experience front and center.
Challenge
The Notch team decided early on that they would seek out an external authentication solution rather than building identity management flows in-house . As a lean team focused on building an AI-driven support platform, they couldn’t afford to keep diverting engineering resources toward managing auth infrastructure.
Notch needed an authentication solution that could adapt to the vastly different needs of their current and future customers—without requiring constant developer intervention. Early-stage startups want fast, frictionless onboarding with social identity providers like Google and Microsoft. Meanwhile, enterprise prospects require secure, customized setups with SSO, SCIM provisioning, and tenant-level access controls.
Notch needed a flexible identity solution with excellent developer experience, minimal setup overhead, and the ability to show value quickly—both to internal teams and to customers with high security and customization expectations.
Tomer Yona, Head of Solutions Engineering at Notch, said:
“As a lean team building a complex AI platform, we didn’t have time to constantly troubleshoot login bugs or manage a fragile in-house auth system. Every hour spent on authentication was time away from improving our core product. We needed a solution that was flexible, reliable, and wouldn’t slow us down—and that’s exactly what we found in Descope.”
The Descope experience
Notch started with social login via Google and Microsoft to accelerate early customer onboarding. Thanks to Descope’s no / low code authentication flows, they were able to launch in days and deliver a secure, reliable login experience from the outset. With flexible, tenant-aware RBAC built in, Notch could personalize access for each enterprise tenant without adding complexity to their development cycles.
As enterprise demand grew, so did the need for SSO. When a new customer requested SAML-based login, Notch was able to add SSO to their existing authentication flow in minutes and onboarded the customer the very next day. With Descope’s SSO Setup Suite, tenant admins could also configure their own identity providers without involving Notch engineers, accelerating enterprise onboarding and elevating Notch’s credibility.
Self-service configuration: Admins manage SSO setup via a no-code interface—no engineering support required.
Branded experience: Fully customizable to reflect Notch’s look and feel.
Tenant isolation: Each setup is scoped per tenant, ensuring secure and error-free configuration.
Fast deployment: SSO connections can be tested and launched in minutes.
Reduced support load: Frees up Notch’s team from manual SSO onboarding and troubleshooting.
Tomer Yona, Head of Solutions Engineering at Notch, said:
“We were able to turn on SSO almost instantly, and our customer’s IT team loved how intuitive and polished the setup experience was. It reflected well on Notch and made the onboarding process feel enterprise-grade.”
Descope gave Notch the identity infrastructure to scale—from quickstarts with early users to smooth, self-service onboarding for large enterprise tenants—all without pulling engineers away from their core AI work.
Outcomes
By implementing Descope, Notch was able to move fast without compromising on security or scalability. The platform gave them the flexibility to support both early adopters and enterprise customers with minimal engineering lift.
Rapid time to value: Launched social login in days and onboarded an enterprise customer with SSO in under 24 hours.
Decoupled auth from core codebase: Easily evolved authentication flows—like adding SSO—without tying up developer resources.
Enterprise-ready infrastructure: Confidently sold and supported enterprise accounts with SSO, SCIM, RBAC, and a self-service setup experience for tenant admins.
Descope is a flexible, drag & drop CIAM platform that helps organizations easily add authentication, authorization, and identity management to their apps. Customers use us for initiatives such as passwordless authentication, SSO, identity federation, strong MFA, identity orchestration, and fraud prevention.
To get started with Descope, sign up for a Free Forever account. If you have questions about our platform, book time with our auth experts.
