PUMA Runs Ahead of Fraud
How PUMA took an agile, automated approach to fraud and abuse prevention
Build a better customer experience — while tackling fraud
As its digital commerce business began to grow, PUMA North America’s customer service team became overwhelmed with manual investigations into fraud and abuse — such as resellers, bot attacks, and coupon abuse — that were harming genuine customers. To continue pushing forward, PUMA realized it needed to improve its customer experience while securing its bottom line.
Stopping fraud and abuse from the jump
PUMA North America realized that if it wanted to tackle fraud and abuse head-on, they’d have to make sure the ball was in its court. It looked for a solution that would give its team the ability and confidence to manage and handle abuse while still automating the review process — freeing up its customer service team’s time. In Forter, PUMA found a teammate it could rely on to block bot activity that tried to slip through.
A dunk on fraudsters, allowing PUMA to make strong policy decisions and safeguard revenue:
- 3.9% increase in approvals
- $3.15 million saved from bot attacks
- 0.04% chargeback rate
