Eddie Bauer Builds Trust, Increases Approvals
“Fully-automated decisioning with Forter hasn’t just created additional time for our customer care team and driven revenue growth. We’re approving more online transactions than ever, and have drastically reduced our false declines.”
Steve Nicholas
Senior Director of Digital Commerce
For more than 100 years, Eddie Bauer has made apparel, footwear and gear to “inspire you to Live Your Adventure®.”
Eddie Bauer cuts manual reviews, recovers time and lost revenue
CHALLENGE
Manual reviews cost time, revenue
An uptick in online orders led to an increase in fraud pressure. Eddie Bauer’s parent company, SPARC Group, understood the company’s manual review process for fighting fraud was “outdated and unscalable.” The resulting revenue loss spurred the company to explore automating the fraud process.
SOLUTION
Peace of mind, optimizing completion rate and reducing customer friction
Thanks to the partnership with Forter, Eddie Bauer implemented a fully-automated decisioning process – the first SPARC Group company to do so. This freed up Eddie Bauer’s manual review teams to shift their focus to other customer service and experience initiatives and allowed the company to approve more transactions, resulting in an increase in revenue.
RESULTS
A better consumer experience, positively impacting the bottom line:
- Gross ROI of 297%
- Approvals increased by 1.49%
- Since go live, Forter has declined more than $400K in attempts by known fraudsters
- Eliminated manual reviews gave teams more time to ensure customer satisfaction
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