With over 107 years of experience as a highly-recognized brand, FTD Companies, Inc. has earned the reputation for reliable and quick gift fulfillment. Their mission is to inspire, support, and delight their customers when expressing life’s most important sentiments. While floral arrangements and plants are their primary offerings, they also market and sell gift items, including jewelry, chocolate dipped strawberries and other sweets, gift baskets, wine, fruit, and spa products.
FTD Companies provide services across a family of nine distinct brands, including Shari’s Berries, Personal Creations, Interflora, and ProFlowers, delighting clients in over 150 countries with hundreds of thousands of orders for chocolates, roses, and personalized goods every month. However, unlike many eCommerce retailers that can plan for a single peak period in the fourth quarter, FTD sees volumes peak throughout the year for those special moments at Christmas, Valentines Day, Easter, and Mother’s Day. During these key holidays, order volumes can be astronomical. The number of orders held for review by the Loss Prevention team can jump by 1200% during the holiday peaks, increasing to twelve times the normal volume during an off-peak season.
While these key dates, freshness guarantees, and the Flowers in Hours promise keep clients coming back to the trusted FTD brand, the manual review team is challenged with keeping customer insult rates low while combatting fraud.
Bryan Schwartz, Senior CS Operations Generalist, explains the Deep Link Builder solution: