Recently I had the pleasure of being a guest speaker at the Jive Software company meeting. Their management team wanted to share with employees how clients use their social platform.
For Jive employees who don’t work directly with clients, this showcase allowed them to hear first-hand what makes their software meaningful for their clients. It was an honor to present alongside Jive’s VP of Marketing, Colleen Jansen, and have iovation’s Fraud Force Community featured at their event.
iovation’s Use of Jive-X
iovation has used Jive’s external community application (Jive-x) for the last four years. As a customer-centric organization, offering a community is very important and underscores the sharing nature of our cybercrime intelligence network. It allows our clients the ability to connect, communicate and collaborate with their fraud prevention peers around the globe. Our community is a private, B2B community that includes fraud professionals from industries such as banking, retail, gaming, insurance, logistics, telecommunications and dating. Fraud analysts share tips and breaking fraud threats with each other, as well as new uses for our device-based services, which provide actionable intelligence on 2.5 billion devices (computers, laptops, tablets and mobile phones) that connect to our clients’ websites and mobile apps.
What do fraud analysts talk about?
While a typical use case for the Jive-based community might be to conduct product discussions between clients and iovation staff—such as the latest innovations, features, or business rules—what I find most interesting is the sharing that takes place between clients about how they perform their day-to-day work.
A thought-provoking conversation that recently took place between fraud analysts had to do with how fraud teams may or may not use social networks to validate data provided by their customers. The question was posed to multiple organizations and a few of the responses that came back gave insight into how social is becoming a larger part of “fraud catch.”
- One international gaming operator shared how they use social data to find out more about their players, and they’ve used social posts as evidence when contesting chargebacks.
- A retail client added that they look at social data when investigating credit card fraud. They’ve even found photos of stolen merchandise on social sites and have identified accomplices within friend lists.
- A credit union shared how they use social data to investigate questionable credit applications.
Another example, and one that I look forward to every year, is how fraud teams ramp up during the holiday shopping season. Black Friday and Cyber Monday is something to prepare for. Team leads have shared tips such as how they beef up their review teams, adjust business rules and order thresholds, and supply lunch for fraud teams during peak times to show their appreciation during times of increased workload.
Continuing In-Person User Group Discussions
During the Jive interview, Colleen asked what iovation had in place before rolling out our online community. We relied on in-person user groups. We host an annual summit in Portland each year (called the Fraud Force Summit) and host regional and industry-specific user groups throughout the year in various countries. There’s nothing that replaces in-person user groups, but the conversation needed to continue and we knew we could facilitate that. Providing an online community was a natural extension to user groups, where clients would be able to collaborate 24/7 and 365 days a year.
Our Fraud Force Community is a key differentiator for iovation and one that we continue to invest time and energy into for the purpose of helping our clients collaborate and to help make the Internet a safer place to do business and interact.