The Challenge:

The retailer aimed to strengthen fraud prevention by building a high-performing back-office order verification team, while reducing customer appeasement costs and maintaining strong satisfaction and retention. The brand’s overarching goal was to improve operational efficiency while offering a secure, seamless experience for customers.
Key objectives included filtering and assessing high-risk orders, detecting sophisticated fraud attempts, continuously monitoring and refining prevention processes, and leveraging customer data to evaluate risk and lifetime value.

The Solution:

For , ResultsCX has partnered strategically with the retailer to strengthen fraud prevention through a dedicated order verification team and data-driven intelligence.

• Built specialized candidate profiles to ensure strong fraud detection capabilities
• Established a skilled Philippines-based back-office team with deep knowledge of client processes and cybersecurity protocols.
• Scaled the team nearly 2X during peak seasons for real-time transaction monitoring.
• Applied data-driven appeasement strategies to control costs.
• Recommended technology upgrades to speed up decision-making during volume spikes.

The Customer:

A consumer-focused retailer that emphasizes convenience, design, and value. The retailer makes shopping easy and enjoyable through seamless digital experiences, fast fulfillment options, and personalized offers. Its integrated approach to data, stores, and service helps build loyalty and deliver a consistently strong retail experience.