Case Study: ESET achieves 840% more automated fraud screening and 91% fewer chargebacks with Oracle NetSuite

ESET - Customer Case Study

ESET North America, a fast-growing provider of endpoint security, was overwhelmed by a tenfold rise in online sales that its homegrown fraud system (Fraud Finder 5000) could not handle. With about 90% of orders routed to manual review, staff regularly worked overtime and the team lacked the capacity to manage chargebacks effectively, threatening revenue and scalability.

ESET implemented CyberSource Managed Risk Services and Decision Manager (integrated with NetSuite) to automate screening, add device fingerprinting and global fraud intelligence, and centralize case management. The result: automated decisioning rose from ~10% to 94% (an 840% increase), order rejections fell 81%, chargebacks dropped 91%, manual reviews fell from ~900 to ~100 per day, and the company scaled sales without adding staff or overtime.

ESET

Mary Lou Carver

Manager of Accounting