Case Study: Leading US Credit Card Issuer achieves 300% increase in cases worked with FICO Customer Communication Services

Top US card issuer streamlines fraud prevention, 300% increase in cases worked

A leading US credit card issuer faced rising card‑not‑present fraud and needed to speed up and streamline customer contact to verify suspicious transactions without disrupting legitimate cardholders. Their fraud system could flag likely fraud but relied on reaching consumers quickly to confirm activity.

They implemented FICO Customer Communication Services with real‑time integration so that when a case is triggered the account is temporarily blocked and interactive outreach (SMS, voice, or email) is sent—unblocking immediately when the consumer verifies the charge. The change improved customer experience and loyalty, freed analysts for investigations, allowed review of many more transactions, and drove a 300% increase in cases worked.