COMPANY NEWS: Eyewear e-commerce retailer Vision Direct has adopted Forter’s fraud management service to reduce inefficiencies in its management process, increasing approvals by 8% since the start of the relationship and eliminate almost 100% of customer complaints related to false declines.
Vision Direct is focused on customer experience and recognises that inefficient fraud management processes that may falsely decline legitimate customers do more harm than good.
“It was crucial that we pick the right partner for fraud management to ensure that our systems are working correctly, and that we are not missing out on potential revenue opportunities,” comments Vision Direct co-founder Doron Kalinko.
“We were looking for a fraud management partner that can offer strong approval rates, extremely fast processing of orders, and a massive decline in chargebacks – and I’m pleased that Forter has delivered on all fronts,” Kalinko says.
“We are pleased that Vision Direct has selected Forter as a partner in their fraud prevention journey. The acceleration of digital transformation coupled with intense competition for delivering the best customer experience means that superior fraud prevention will play an even more critical role in e-commerce revenue growth. When done right, fraud prevention can be a growth and revenue enablement engine for online retailers, and we’re committed to delivering exceptional outcomes for enterprises such as Vision Direct,” comments Forter country manager Australia and New Zealand Matt Humphries.
Additionally, Vision Direct’s employees can now focus on building better relationships with customers and speeding up purchase delivery, instead of manually checking through high-risk transactions for fraud.
These inefficient and time-consuming tasks are now taken care of intelligently by the Forter platform in real-time.
“At the end of the day, we were able to deliver a seamless experience for our customers and instil a sense of confidence and trust in them when they shop with us. We have also been able to reposition a lot of our time to allow employees to build relationships and have better conversations with customers, instead of spending time challenging them on who they were,” concludes Kalinko.
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