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You Spoke; We Listened

By Amy Oldham
July 8, 2016

One of the things I like best about working at Equinox is the relationships we have with our customers. We get to know our customers personally, we really care about them, and we invest our resources in helping them succeed, especially when it comes to the battle of telecom fraud. If you’ve read our other blogs, you know just how passionate we are about arming fraud management practitioners with the right knowledge, tools, and training for the job at hand. We start by delivering a software solution that is designed to protect revenue and mitigate fraud loss. While having the right tool is important, it’s not enough. We also want to inform every analyst of the most effective way to use that tool to achieve maximum benefit. One of the most popular ways we do that is via on-going training led by fraud expert and veteran Protector user, Christi Vanoye.

We determine the timing and content of educational sessions based on needs identified during customer interactions or from questions submitted to our support and training departments. And that is exactly how we discovered that our fraud management customers wanted additional Hot List training this spring. After that session ended, we began collecting input from customers and planning for the next training event, which we held at the end of June. That webinar presented best practice recommendations for case management. We received such a favorable response to the event, including requests for copies of the session, that I decided to feature it in a blog.

Top 4 Best Practices for Case Management

To ensure maximum benefit from your fraud management efforts, Equinox recommends the following best practice guidelines for case management. To get the complete story on these recommendations, you can read the Protector Case Management Best Practices Bulletin or you can listen to the recording of the June 29 webinar.

If you missed the webinar, you can watch the recording!
  1. Clear out old violations. Being warned about a suspicious event is not enough. It’s imperative that you research and disposition every suspicious event in a timely fashion. If you don’t, you are susceptible to false alarms and are more likely to miss infractions in the future.

  2. Close open cases in a timely fashion. It’s just as important to stay on top of cases as it is to deal with violations and suspicious events. While it’s normal and expected to have open cases at all times, you must resolve and close cases regularly and in a timely fashion. Use all the tools available to you to regularly monitor the list of currently opened cases, so you can keep them under control.

  3. Reduce false alarms. One of the single most important steps you can take to ensure best results with your FMS is to reduce false alarms. Be sure that your system is configured correctly for your network, based on your current customer type and traffic, otherwise you can get false alarms (i.e., violations that are not actually fraud or indicative of problematic activity). When false alarms are high, it’s easy to be overwhelmed by the sheer number of alerts and/or ignore the notifications altogether, causing you to miss viable fraud alarms.

  4. Properly deal with repeat violations. If every third violation you see when working cases is part of a past case, examine the customers and numbers involved to identify any needed adjustments. When your system includes many repeat violations, you can become accustomed to seeing a violation from a legitimate source so often that you are more likely to avoid an actual fraud violation when it occurs.

In addition to observing these best practices, Equinox recommends a couple of FMS housekeeping tips:

   Keep your FMS clean by properly archiving old, closed cases.
   Maximize efficiency and reduce mistakes by keeping good notes.

If you were unable to attend the June 29 webinar, you can get complete details on these recommendations by reading the Protector Case Management Best Practices Bulletin or watching the recorded session. Follow the instruction at the end of this article for help accessing the Equinox library, where both items are stored.

What’s Next?

Based on the success of the most recent webinar, we have already begun gathering suggestions for the next educational session. We’ll let you know about it via email invites and our website. You can also be sure that some of your suggestions will materialize as training sessions during the annual Protector User Group Meeting, which occurs October 10-12 in Nashville. Registration is now open for the event. Please join us!

We want you to get the highest return from your fraud management efforts and are here to help. We are happy to conduct web-based training for customers who want to learn more about case management practices or to review their configuration settings. Our Support department is only a call ((615) 612-1225) or click away!

Watch the Webinar Recording or Get the Case Management Bulletin

The Equinox website has a login-area for current customers to access the library of manuals and videos at any time. The latest documents and training materials are posted to that site daily. To access this area:

  1. Go to www.equinoxis.com/login.php and use your credentials to log in. If you’ve never logged in before, go to step 2 now.

  2. Click the Register link underneath the Password field to create an account for yourself.

  3. Complete the fields on the Register page, and click the Submit button. You will receive a confirmation email when your account is set up.

  4. Login and locate “Protector Case Management Webinar” in the list of Training Videos near the bottom of the page. The Protector Case Management Best Practices bulletin is listed alphabetically under the “Protector Documentation” heading.

About the Author

Amy Oldham is in Corporate Communications at Equinox Information Systems, where she creates and maintains the company’s technical documentation as well as all other customer-facing publications. Amy is also responsible for the company’s newsletter, email campaigns, press releases, and social media presence. When not writing, Amy enjoys spending time with her family, playing tennis, and swimming.
To learn more about Equinox, its products, and the people who power them, visit www.equinoxis.com or call (615) 612-1200.