Case Study: FICO achieves lower fraud losses and faster customer resolution with OpenMarket SMS

How SMS helps FICO keep customers informed about their finances all over the world

FICO, a global decisions‑analytics leader, faced the challenge of helping banks authenticate customers and resolve suspicious card and account activity in real time without frustrating users or relying on costly call centres. To address this, FICO partnered with OpenMarket to deploy OpenMarket’s Mobile Engagement Platform and automated SMS messaging as a low-friction, two‑way channel for authentication and alerts.

Using OpenMarket’s solution, FICO plugged automated SMS into its transaction‑screening systems so banks can contact customers instantly, resolve suspicious interactions far more quickly, and redeploy staff to higher‑value work. The results: faster responses, higher customer satisfaction and net promoter scores, reduced fraud per compromise and lower net losses — one client reported a 35% reduction in overall fraud losses — demonstrating the measurable impact of OpenMarket’s platform.

FICO