Faivusovich and Lili needed an alternative to its manual, time-intensive processes that would help it strike a balance between good customer experience and risk prevention while continuing a growth trajectory that brought it over the 200,000 customer mark. Its toolset simply wasn’t capable of these goals, so he started looking for alternatives.
Initially, Faivusovich explored case management solutions, which he hoped would save time on manual reviews, but he soon realized that he needed more than just case management. He needed a solution that could allow his non-technical operations team to set its own business rules and develop new rules as the business grew. Faivusovich also wanted a vendor that would work with Lili as the company evolved. They were growing quickly and what worked one month might be obsolete the next.
After researching several vendors, Faivusovich moved forward with Unit21’s Transaction Monitoring and Case Management toolset. His main reasons: An easy setup, high degree of customizability, and the significant automations already built into it. He was also excited about the solution’s analytical capabilities that the Lili operations teams could use.
From the moment the company made its decision, Faivusovich was sold on Unit21 and its offering. He was especially impressed with the onboarding process, which seemed to move at lightning speed. This got the company up and running on the tool six months faster than they would have using another product on the market.
Onboarding Lili employees was easy, too. Since the tool’s user interface is simple to understand, the team was able to deploy a historical data test within a day of installation. Faivusovich was even impressed with the small challenges the company faced when everything didn’t go as planned, “There weren’t many issues, but when there was one, the feedback loop with Unit21 was incredibly fast and responsive.”
Unit21’s tool is also pivotal in helping Faivusovich find talent that matches the skills framework he uses, which focuses on analytics over paper-pushing. “I don’t need you to write SQL, but I need you to understand the business and be inside the mind of the fraudster to catch them,” he says. Now, Faivusovich can focus on hiring creative fraud operations professionals instead of SQL experts.