With 34,000 storefronts in the US and 17,000 employees in 18 countries, Asurion provides device insurance and warranty and support services for cell phones, consumer electronics, and home appliances for more than 280 million customers.
“Our products today span multiple channels,” says Sada Rajagopalan, senior director of architecture. “A customer might start a claim in one channel and finish it in another. And we are exposing ourselves to a lot of millennial customers through this omni-channel experience. It gives us opportunities—but also risk management challenges. We wanted to provide adequate fraud protection for our business when we expose ourselves to these new channels. We wanted to collect as much information as we could across all channels and use it to assimilate and evaluate the amount of fraud or risk protection we need.”
Learn how Asurion is using both rule-based evaluations to react quickly, and event-based correlations to become more proactive and smarter about understanding user patterns. The combination, along with TIBCO integration and messaging technologies, is putting the company in a better position to effectively reduce fraud rather than just react to it. It is expecting to reduce its Fraud Dispute Ratio by 10 to 20% the first year, and about 30 to 50% over the next three years.
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