In telecommunications, customer decisions happen fast and at massive scale. Every new account, account review and fraud risk signal can shape how a provider protects the business, serves customers and manages long-term relationships.
For one major U.S. telecommunications provider, the challenge was not simply making more decisions. It was making high volumes of credit and fraud decisions consistently, transparently, and in a way business teams could govern as customer behavior, credit conditions and fraud risk continued to change. The provider turned to CGI Credit Studio’s decision engine to support enterprise-scale fraud detection, credit policy execution, customer rescoring and reclassification across the customer life cycle.
The challenge:
High-volume decisions in a fast-moving market
As a large subscription-based business, the telecom provider manages significant volumes of customer and account activity. Each decision depends on the ability to apply the right credit and fraud strategies, use relevant account and identity data, and classify customers accurately as conditions evolve.
That operating environment creates pressure on both technology and governance. Fraud signals can change quickly. Credit strategies must be applied consistently. Customer risk profiles need to be refreshed over time, and not treated as static, point-in-time assessments.
The provider needed a structured decisioning environment that could support speed and scale while giving business teams greater control over policy execution, review and auditability.
The partnership:
CGI decisioning capabilities embedded across the customer life cycle
We worked with the provider to implement a decisioning model built around configurable strategies and enterprise-scale execution. CGI Credit Studio’s embedded decision engine applies business rules and decision logic using customer, account, identity and bureau-related data.
Rather than limiting decisioning to a single moment in the customer journey, the platform supports multiple points across the customer life cycle, including onboarding, fraud screening, account review, customer rescoring and customer reclassification.
This partnership gives the provider a more structured way to execute and govern credit and fraud strategies while adapting decision logic as business needs change.
The solution:
Consistent, Auditable decisioning at scale
CGI Credit Studio’s decisioning capabilities support the provider’s need for consistent, scalable and auditable decisions across high-volume account activity. For this telecom provider, the platform supports several key decisioning functions, including:
- Fraud detection: helping assess account and identity-related risk signals across large volumes of activity
- Credit policy execution: enabling configurable logic to apply credit strategies consistently across customer and account decisions
- Customer rescoring: supporting recurring account reviews as new information becomes available
- Customer reclassification: helping segment customers based on defined decisioning criteria
- Targeted treatment and offer strategies: supported by updated customer classifications and risk profiles
By centralizing decision logic, the provider can manage strategy execution more effectively and strengthen governance by making policies easier to manage, review and audit.
The outcomes:
Stronger consistency, Governance and Customer strategy
Today, the provider uses CGI Credit Studio’s decision engine to process tens of thousands of fraud decisions per day, a level of scale that is critical in a telecommunications environment where customer onboarding, account activity and fraud risk move quickly.
The platform also supports monthly customer rescoring and reclassification. This helps the provider move beyond static decisioning and refresh customer profiles as new data becomes available, creating a stronger foundation for downstream customer strategies.
Key business outcomes include:
- Processing tens of thousands of fraud decisions per day
- Supporting monthly customer rescoring and reclassification
- Improving consistency across credit and fraud decision strategies
- Strengthening auditability of decision logic and policy execution
- Supporting customer segmentation for targeted treatment and retention strategies
A stronger foundation for adaptive customer management
Beyond credit and fraud decisioning, our decisioning solution helps the provider align customer treatment with current risk profiles and business objectives. This creates opportunities for more targeted offers, retention strategies and customer management approaches.
In a market where customer behavior, fraud patterns and credit conditions can shift quickly, the provider now has a more adaptive decisioning environment: one designed to support high-volume execution with greater consistency, transparency and control.
Learn more about CGI Credit Studio for credit and fraud decisioning.
