## Case Study:

# Other World

# Computing

*Forter lifts sales by 4-6% for leading electronics*  
*online retailer*

## The problem

Other World Computing cares deeply about their customers. They  
provide high quality products, expert advice concerning those  
products, and excellent customer service. The idea behind all three  
of these core components is the same - making sure that consumers  
receive the best experience in every way possible.

Unfortunately, selling valuable electronic merchandise comes with  
a risk. Online criminals love to purchase these sorts of goods, as  
they are always popular and are easy to resell. Of course, these  
fraudsters use stolen credit card information, and when the true  
owner of the card finds out, the retailer is the one who ends up  
paying the cost.

OWC was aware of this issue, and had developed a team of top  
notch fraud analysts to combat it. The problem was that although  
their work was good, it involved a lot of manual review, and that  
meant that legitimate customers were having to wait for confirmation  
of their order. A portion of them ended up canceling.

## Results:

**76%**  
**False Positives**  
**Reduction**

**4% - 6%**  
**Lift in Sales**

**0%**  
**Chargeback**  
**Loss**

**Days**  
Hr  
**3**to **1**  
**Faster**  
**Fulfillment**

---

Instead of the fast dispatch that the company aimed for, and  
achieved with orders which were not flagged as potentially  
fraudulent, manual review meant it generally took several days to  
dispatch. This was not in line with the optimal customer experience  
and service that the company aims to provide.

## The solution

When Other World Computing heard about Forter’s product,  
they realized that it was exactly what they needed. Forter’s fraud  
prevention system is highly accurate - so much so that all approved  
orders are covered by a chargeback guarantee - and also fully  
automated, working in real-time. That means that transactions  
receive an instant approve or decline response.

OWC was also reassured by Forter’s consumer-centric emphasis,  
which treats buyers as genuine unless proven guilty, and was  
delighted to find that with Forter they had high approval rates of an  
average of 99%.

The OWC team was delighted by the intuitive nature of Forter’s  
interface, which made the product easy to use right from the  
beginning, and provided fraud and business-related information  
and trends which the company has found useful from a business  
perspective as it provides an extra level of insight into their  
customers, both real and fraudulent.

## The result

The impact on customer satisfaction was immediate. Buyers are no  
longer held up or confused by the wait caused by manual reviews,  
and never have to provide extra information to prove their identity.  
And ‘false positives,’ cases of good customers rejected because  
they looked risky, which used to be at 4.2%, are now practically  
zero. That’s an improvement of 76% percent.

OWC now finds that they receive glowing consumer reviews from  
buyers who would previously have been inconvenienced by the  
manual review process. Now all customers receive the same  
speedy delivery. “Being able to provide that instant gratification is  
very valuable for us,” reported Jennifer Soulé, President of Other  
World Computing. “It really differentiates us from other retailers and  
now all of our customers benefit from our fast processing time.

*“We are extremely satisfied*  
*with our choice to work*  
*with Forter. Our approval*  
*rates are excellent,*  
*chargebacks are covered,*  
*and fulfillment times have*  
*improved considerably.”*  
*Lawrence O’Connor, CEO*

*“Being able to provide that*  
*instant gratification is very*  
*valuable for us. It really*  
*differentiates us from other*  
*retailers and now all of our*  
*customers benefit from our*  
*fast processing time.”*  
*Jennifer Soulé, OWC*   
*President*

---

## Freedom to Focus

The excellent results that Other World Computing have seen with  
Forter have enabled them to “leave the fraud fighting to the experts  
- the people who do this, and dig into this data, all day”, as Jennifer  
Soulé put it. Moreover, resources previously allocated to fraud  
prevention can now be usefully employed elsewhere, strengthening  
the business as a whole.

What all this means for the company is a renewed ability to focus on  
their market and their products, providing a world-class experience  
for their customers.

“We always hated the idea that potential theft prevented us from  
getting products into legitimate customers’ hands. Before we  
started working with Forter, even when we were using other fraud  
management platforms, stopping that theft meant being constantly  
engaged in the details of fraud prevention,” says Jennifer Soulé.

“But devoting the necessary time to do that was a distraction from  
the core business. Now, more time can be devoted to customer  
growth and business opportunities. Forter has allowed us to focus  
our resources where they matter most, company growth and the  
future.

## About Forter

Forter provides fraud prevention for the challenges of modern  
e-commerce. 100% automated, Forter’s solution evaluates  
every transaction in real-time and provides instantaneous approval/  
rejection decisions so genuine customers aren’t even aware that  
they’re being examined.

Behavioral analytics, cyber intelligence and elastic identity combine  
with machine learning and the power of big data, informed and  
refined by the human understanding of highly trained analysts,  
to create a system so accurate that Forter offers a chargeback  
guarantee. The result is that companies can make the choices that  
are best for their business and its growth.

*“Forter has allowed us to*  
*focus our resources where*  
*they matter most, company*  
*growth and the future.”*  
*Jennifer Soulé, OWC*  
*President*