In today's market, every customer matters. With Forter, our approval rating has gone up, helping drive topline revenue and making sure that we are giving every customer the opportunity for a premium experience.”

**Joey CasaDeCalvo**  
Head of DTC Ecommerce Customer Experience

For over 75 years, PUMA has been innovating and changing the game when it comes to sports goods and footwear.

## How PUMA took an agile, automated approach to fraud and abuse prevention

### The Challenge

#### 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.

### The Solution

#### 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.

### The Results

#### 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