Panintelligence ReD Case Study

ReD is a specialist provider of fraud prevention and payment services worldwide.

“This is possibly the best business intelligence solution I’ve been involved with.” Phil Stothard, Director of Business Intelligence and Data

REFRESHINGLY SIMPLE BUSINESS INTELLIGENCE

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ReD is a specialist provider of fraud prevention and payment services worldwide. The company has offices and staff across North America, Europe, Middle East and Africa, Latin America and Asia Pacific. They also work closely with global, regional and local partners. ReD provides fraud solutions for all payment transaction types. The company is present in every part of the payments value chain, protecting merchants, issuers, acquirers, PSPs, processors and switches, through ReD Shield®, ReD PRISM® and ReD Fraud Xchange™ fraud prevention solutions, ReDi™ Business Intelligence portal and ReD1 Gateway™ and LiveProcessor™ payment processing solutions. All of ReD’s solutions are supported by a team of industry leading fraud and risk experts, helping protect their customers in the global fight against payment fraud. ReD is constantly investing in its technology to stay ahead of the fraudster. ReD protects more than 17bn transactions a year and gathers data from more than 190 countries, on six continents. ReD protects the brands you trust, with a customer base that includes 300 blue-chip companies from banking, retail, travel, telecommunications, gaming, oil and other sectors.

For more information about ReD please go to www.redworldwide.com

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Businesses at every stage of the payment process are fighting an ongoing battle with fraudsters who are becoming increasingly sophisticated in their attacks. Technology has enabled criminals to develop more complex schemes and payment fraud is a global problem that cost payment card issuers, merchants and their acquiring banks, $11.27 billion in 20121. Fraud is a particular issue for the rapidly growing eCommerce world, known as Card Not Present. The merchant has no physical evidence of the Card or Card Holder, and may have more liability to any resultant fraud than for Card Present activity.

ReD’s customers include some of the largest online retail, travel, gaming, and telecommunication companies in the world. These organisations process millions of eCommerce transactions, generating a huge amount of rich data. A group of risk analysts at ReD work with this data to identify fraud patterns and indicators and develop strategies to block fraud. In the past, they also spent a lot of time assembling data and creating customer reports to show ongoing performance and KPIs. A significant amount of time was spent on producing these reports, as well as investigating follow up enquiries from customers. This laborious and time-consuming process proved frustrating for customers, who couldn’t analyse their own data, and also for the risk analysts, as the queries they were repeatedly creating or setting up were relatively simple. The same teams were also coping with internal demands for reporting and information. Phil Stothard joined ReD in January 2012 as the Director of Business Intelligence and Data with the remit of introducing a self-service BI environment for all internal and external stakeholders, notably fraud teams within merchants, providing direct and immediate access to their data on a near real-time basis. By implementing a self-service business intelligence solution, ReD would shift the bulk of the analysts’ time away from producing reports and managing data back to the complex analytics that would allow them to implement improved anti-fraud strategies. Phil had previously implemented BI strategies in many other organisations and industries, so knew most of the issues ReD would face when creating this type of solution.

By implementing a self-service business intelligence solution, ReD would shift the bulk of the analysts’ time away from producing reports and managing data back to the complex analytics that would allow them to implement improved anti-fraud strategies.

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Search for a solutionAs he began his search for a new business intelligence solution, Phil had a number of core requirements that had to be met. As an organisation that deals with sensitive data, security is clearly extremely important to ReD. They needed a solution with multiple layers of security, within a single infrastructure and with a single database serving all of their merchant customers. This meant that it would be used by customers on every continent.

ReD’s new BI solution also had to be capable of secure multi-tenancy functionality, whereby several different customers could use the application simultaneously, without any risk of one customer’s data being seen by another. Different levels of user access was another requirement, to restrict different sections of the data within a business to different stakeholders. As well as customers accessing the data, the solution had to support ReD’s internal teams, giving them the ability to query the data, quickly and easily, for in-depth analysis at various levels of complexity.

Additionally ReD required a database capable of handling the huge volume of data they process on a daily basis and still be able to serve up queries and reports in seconds. With over a billion rows of data and between 2 and 4 million transactions added throughout every day, the solution needed to be incredibly robust, which led to the implementation of a Sybase IQ database.

“From my experience in delivering business intelligence solutions into large organisations, I knew there were two components that needed to be absolutely right to be successful,” said Phil Stothard. “First, the database has to be fast and able to handle massive amounts of data. And second, the front end user interface has to look great and be easy to use. These are the two golden rules, and if both of them are not met, people will not use the software. It’s also very important that these two components integrate seamlessly in order to deliver an effective solution to customers.”

“The first time the Panintelligence team demonstrated their dashboard software I sensed that it had a lot of potential. It ticked all of the boxes in terms of security, flexibility, deployment and interactivity and it seemed like a good fit.”Phil Stothard, Director Business Intelligence and Data

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As part of their selection process, ReD looked at several business intelligence providers, including some of the leading industry tools.

“The first time the Panintelligence team demonstrated their dashboard software I sensed that it had potential,” continues Phil. “It ticked all of the boxes in terms of security, flexibility, deployment, visualisation and interactivity and it seemed like a good fit. The product roadmap for future development also matched where we wanted to go with our business intelligence solution and, as we talked at the first meeting, I realised they understood and shared our vision. In some ways it was a meeting of minds.”

Before they made their final selection ReD was given a copy of Panintelligence’s software to evaluate. They connected the dashboard to an existing Access database, allowing them to have some hands on experience and get a feel for the software and its capabilities. As well as the software itself, there were a number of other factors that ultimately led to ReD choosing Panintelligence over the competition.

“Throughout our early engagements the Panintelligence team was very responsive to our input. We effectively worked together to develop the Panintelligence dashboard into a more feature rich BI application in their v9 product. I’m a firm believer in creating fast prototypes to generate support and excitement internally, which ultimately helps us to create a positive ‘can-do’ attitude when dealing with customers going forward. The Panintelligence software allowed us to do just that.”

Three months after ReD’s first meeting with Panintelligence. ReD had a global leadership team meeting with senior management. The day before the meeting Phil had connected the Panintelligence software to their Sybase IQ database, creating powerful dashboards over live data. This was briefly shown to the CEO over breakfast which led to an impromptu demonstration to the whole group with live customer data. The customer insight it delivered was clear and ReDi™ via the Panintelligence dashboard became a reality.

“Throughout our early engagements the Panintelligence team were very responsive to our input and they were agile enough to incorporate some of our key additional requirements into the next version of the software.”Phil Stothard, Director Business Intelligence and Data

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Six months after the first meeting ReD ran an initial prototype with one of the largest eCommerce retailers in the USA. Feedback was extremely positive and they were impressed by the speed at which ReD could make changes.

While the main early priority was providing a business intelligence solution for ReD’s external customers, Phil also knew how valuable the dashboard would be in allowing them to monitor their own data processes. Using the Panintelligence dashboard, ReD developed powerful tools to monitor these processes as simple visuals with the ability to drill down to investigate the underlying causes of any issues.

While Panintelligence worked on enhancing the underlying software, ReD focused on building the data infrastructure and the processes to update the data as well as the end user BI portal, dashboards and reports. When all of this was in place, ReD moved to a pilot with customers in the USA and Europe.

“ReD’s BI tool (ReDi) has well exceeded our expectations,” said an early user. “This tool has become instrumental to our day to day business by providing near real-time summaries of our key metrics as well as the capability to drill down on data elements for in depth analysis. The application is extremely user friendly and easily adaptable to any environment; not requiring extensive training like similar BI tools. ReD’s ability to quickly customise the tool to meet the ever-changing needs of our business has been nothing short of a miracle.”

Phil picks up the story. “During the pilot we were still working very closely with Panintelligence. This allowed us to continually improve the underlying framework to meet our evolving requirements. The pilot was very successful and our customers were very impressed with the immediate access they had to their data via a simple interface. The ability to query the data themselves, and follow their train of thought interactively made it a hugely valuable tool for day to day operations.”

“The pilot was very successful and our customers were very impressed with the immediate access they had to their data via a simple interface. The ability to query the data themselves, and follow their train of thought interactively made it a hugely valuable tool for day to day operations.” Phil Stothard, Director Business Intelligence and Data

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ReD publicly launched ReDi, their business intelligence portal in January 2013, just ten months after their first meeting with Panintelligence. Six weeks after going live ReDi was runner-up in the Merchant Risk Council’s prestigious Emerging Technology Awards for 2013. As of February 2014 ReD’s data warehouse holds just over 2TB of data covering over a billion transactions.

Customers interested in a trial of the software have been up and running, looking at their own data in ReDi, in just a few minutes after a demo. Customers appreciate the simplicity of ReDi and the powerful drill down model. With just a few mouse clicks a customer can investigate any exceptions or trends, getting right down to the underlying transactions and transaction content very quickly.

The initial offering to merchants continues to be enhanced significantly, a tribute to the flexibility of the software and the close working partnership between ReD and Panintelligence. It has been easy to tailor to individual merchants who inevitably have local priorities around KPIs, calendars, and important local views within the outline ReDi framework. Crucially, it has also had a significant beneficial impact on the internal Risk teams.

“ReDi has completely revolutionised the way our teams of risk analysts access payments and fraud data, providing them with insightful reporting and merchant monitoring,” said Ronan le Mestre, Head of Risk, EMEA, at ReD. “Additionally, giving the merchants a tool that allows them to slice and dice their own data has greatly reduced the number of queries our risk team receives, allowing them to concentrate further on fraud detection.” “The solution has provided an ability for ReD’s Product Team to think outside the box when developing its product suite for customers,” said Jackie Barwell, Head of Products at ReD. “The flexibility and speed with which the Panintelligence team respond to ReD’s needs is unmatched, and has enabled true innovation to flourish. In the two years that ReD has been working with Panintelligence, ReD customers have seen real change and development at a pace that is unprecedented.”

“ReDi has completely revolutionised the way our teams of risk analysts access payments and fraud data, providing them with insightful reporting and merchant monitoring.”Ronan le Mestre, Head of Risk, EMEA

Panintelligence ReD Case Study 8T+44 (0)113 251 3455 www.panintelligence.com

New Product Development The ReDi business intelligence portal has enabled ReD to create new data products with new functionality such as ReD Fraud Xchange™ Club (RFX Club) and RFX Issuer - presenting and sharing data across merchants and issuers through the web portal with each party seeing their relevant view of the near real-time warehouse data. This has led to work with Panintelligence to develop a simple web service based feedback facility to capture responses from both groups, taking the portal beyond simple ‘push’ presentation of data.

“This is possibly the best business intelligence solution I’ve been involved with,” said Phil in conclusion. “In the past I’ve built global BI portals used by tens of thousands of users every day, including a solution for one of the world’s largest banks. ReDi stands up with those as an end user experience and as a solution that is easy to deploy and manage. An important differentiator that helped us choose Panintelligence was their simple licence model. There were no hidden costs or add-ons per user, so we knew exactly how much it would cost to deploy and run the solution. Looking back, I sometimes wish I’d had something in the early days as simple and cost effective to build on as Panintelligence.”

References1 The Nilson Report 2013

“The flexibility and speed with which the Panintelligence team respond to ReD’s needs is unmatched, and has enabled true innovation to flourish. In the two years that ReD has been working with Panintelligence, ReD customers have seen real change and development at a pace that is unprecedented.”Jackie Barwell, Head of Products