Case Study: a global ticketing-platform company resolves fraud 35% faster with Helpware

Global Ticketing-platform Company resolves fraud 35% faster with Helpware

Helpware partnered with a global ticketing-platform company to address critical challenges in fraud and chargeback management. The client's legacy processes were slow and inconsistent, leading to unresolved disputes, manual errors, and revenue leakage. They needed a high-accountability partner with deep fraud expertise to bring clarity and speed to their operations.

Helpware deployed a purpose-built team of 20 agents in the Philippines equipped with structured workflows, decision trees, and robotic process automation (RPA) browser bots. This solution standardized case handling and eliminated manual errors. The results included resolving fraud cases 35% faster, a 26% productivity boost, meeting 100% of KPIs, maintaining a 4.6 CSAT, and achieving a near-zero error rate with no backlog.