Case Study: FNBO cuts handle time and ATO losses with Pindrop

Saves 2.5 Million minutes in handle time and cutsATO losses by account in half

First National Bank of Omaha (FNBO) was facing challenges with its call center authentication, which relied on frustrating out-of-wallet questions and one-time passcodes that negatively impacted customer experience and average handle time. These methods were also ineffective at stopping fraudsters. FNBO chose to implement Pindrop's Protect and Passport solutions to address these security and efficiency issues.

By implementing Pindrop's passive, multi-factor authentication and real-time call risk analysis, FNBO achieved significant results. Pindrop’s solution helped reduce average handle time by 30 seconds, saving an estimated 2.5 million minutes annually, and cut one-time passcode usage by 75%. Furthermore, Pindrop helped FNBO decrease its total account takeover losses by 16% and the average loss per account by 47%, while also improving fraud recognition rates.

FNBO

Steve Furlong

Director of Fraud Management