Proactive protection to prevent reactive fraud management
Turo implemented Sift in 2013 for payment protection, when they weren’t experiencing much fraud but wanted something in place to scale with them as they grew. As Turo saw account takeover (ATO) becoming a widespread, industry-agnostic issue, they took proactive measures to maintain the security of their community for their users, before ATO could become a problem.
To prevent ATO, Turo required users to verify their identity when logging into an aged account, including resetting the account password. This meant days of back and forth with the Trust & Safety team. It created serious friction for the user—and the risk of them leaving Turo out of frustration—and a lot of time spent on manual password resets and identity verification for the fraud team. The team was also manually reviewing every user to stave off ATO, labeling thousands of events every day in order to stay on top of their increase in activity. It took 100+ hours of manual operations a week to effectively defend against ATO attempts. Turo needed a way to introduce friction for malicious users, maintain a seamless experience for good users, and spend less time managing fraud.