Case Study: TELUS achieves stronger fraud protection and streamlined customer onboarding with FICO Application Fraud Manager

Leading communications company strengthens fraud protection and resilience with FICO

TELUS, a leading Canadian communications and IT company with over 15 million customer connections, faced growing operational strain from high transaction volumes and evolving subscription fraud (both first- and third‑party), which threatened customer experience and increased financial losses. Existing mix of manual, in‑house and external controls needed greater sophistication and a unified, real‑time approach that combined fraud and credit risk assessment at the point of sale.

TELUS implemented FICO Application Fraud Manager, a channel‑agnostic, real‑time platform that uses supervised machine learning and flexible data orchestration to integrate fraud and credit checks into the buyflow. The modular solution streamlined onboarding, enabled rapid deployment and knowledge transfer to TELUS teams, and improved decisioning—resulting in faster sales, reduced losses on high‑value devices, and measurable improvements in fraud detection and operational efficiency.

Telus

Jacqueline Biggart

Manager of Technology Security