Foreo increased sales, while reducing manual review time by 90%

Rapid growth transformed FOREO into one of the world’s leading beauty technology brands, but it also exposed the limitations of its existing approach to fraud prevention. As order volumes increased, customer care agents found themselves spending more and more time manually reviewing transactions instead of doing what they did best: supporting customers, answering product questions and delivering the premium service that had become central to the FOREO experience. The business recognised that continued growth required a more scalable approach to fraud prevention, one that could protect the business while ensuring customers experienced the same seamless journey, regardless of how quickly the company expanded.

Summary of challenges:

• Rapid sales growth made manual fraud reviews unsustainable.
• Customer care teams were diverted from delivering exceptional customer service.
• FOREO needed to scale without adding friction to the customer experience.

FOREO partnered with Signifyd to automate fraud decisioning and remove the operational burden of manual order reviews, allowing its customer care team to focus on delivering the exceptional service that had become central to the brand. By using machine learning and a global commerce network to assess orders in real time, Signifyd enabled faster order approvals, accelerated fulfilment and gave FOREO the confidence to approve more genuine customers without increasing fraud risk. Backed by a financial guarantee on approved orders, the business could continue scaling while maintaining a seamless customer experience from checkout through to delivery.

“The whole customer experience strategy is based on what a customer will experience from us and what will they share with friends and acquaintances, and will they come back, and so on,” Busovaca says. “Signifyd helped us to move faster with the order approval, shipping, and delivery.”

Partnering with Signifyd enabled FOREO to replace a labour-intensive manual review process with an automated, scalable approach to fraud protection that could support the company’s rapid growth without compromising the customer experience. As order approval rates increased, fraud rates fell to a fraction of a percent and manual review time was reduced by 90%, the business was able to accelerate fulfilment while allowing its customer care team to focus on delivering expert support instead of reviewing transactions. This shift not only improved operational efficiency, but also gave FOREO greater capacity to invest in strategic initiatives designed to strengthen customer relationships and support future growth.

Summary of results:

• Increased order approval rates while reducing fraud to a fraction of a percent.
• Reduced manual order review time by 90%.
• Enabled customer care teams to focus on delivering exceptional customer experiences.

With fraud prevention and false decline management no longer placing a burden on the business, FOREO has been able to redirect its focus towards enhancing the customer experience. By freeing customer care teams from administrative tasks, the business can better connect customer feedback with the wider buying journey, using those insights to continually improve the shopping experience while supporting future growth.