An international design house and luxury brand found itself besieged by bots that were submitting fraudulent requests for in-store appointments. Fraudsters were using bots to book 80% of all available appointment slots and then upselling them on third-party marketplaces, causing operational inefficiencies, revenue loss, and eroding customer confidence and trust.

With the help of DataDome’s Account Protect solution and our Bot Protection solution, the company saw its no-show rate drop substantially—filtering out 90% of fraudulent bookings and restoring customer trust.

The Problem: Bots Stealing Appointments, High No-Show Ratio in Stores

To offer an exclusive experience, the high-end brand offers customers in-store individualized appointments. With only 30 slots per day at each store, these appointments sell like hotcakes. However, malicious bots infiltrated the online appointment scheduling system, snatching up 80% of these coveted appointments. 

While the bots filled the schedule undetected, genuine customers were frustrated at not being able to get appointments for the time slots they wanted, or worse, having to purchase an appointment on a third-party marketplace. This not only prevented the brand from making sales—causing significant disruptions to revenue—but also resulted in a negative experience for customers, tarnishing the brand’s reputation for impeccable service.

To remedy this situation, time and resources, once devoted to serving genuine customers, were wasted sifting through fraudulent bookings and fighting the influx of bot-driven appointments.

The Solution: An Automated Line of Defense Against Account Fraud

At first, the luxury retailer attempted to combat the onslaught of fraudulent bookings with an internal solution. However, the website’s single-page form structure limited the efficacy of in-house bot management. With only a handful of interaction points available, distinguishing between genuine customers and fraudsters was challenging. The retailer then sought a Bot Mitigation vendor to help.

The Security team was drawn to DataDome’s Account Protect, a state-of-the-art bot management solution designed to protect digital ecosystems from account fraud, including fake account creations and account takeovers. Thanks to multi-layered machine learning, Account Protect can distinguish between bots, fraudsters, and genuine customers in real-time, regardless of the complexity of the website design.

Moreover, Account Protect operates seamlessly in the background, minimizing disruption to genuine user experiences while effectively thwarting fraud. With DataDome’s intuitive interface and customizable rule sets, the brand gained unparalleled visibility and control over traffic and preserved the integrity of its appointment booking system in no time.

The Results: A Winning Combination of Bot Management and Account Protection

Thanks to DataDome’s Bot Management and Account Protect, the customer was pleased to see a remarkable drop in the no-show rate. DataDome is now filtering out 90% of fraudulent bookings. 

The tangible impact of the Account Protect solution has been felt across the board: improved customer experience and trust, streamlined operations, no more revenue disruptions, and new opportunities for sales. With the right tools at hand, the brand no longer has to waste valuable resources fighting fraud, ensuring that its exclusivity and in-store experience remain exceptional.

Learn more about DataDome Account Protect today and try a free 30-day trial.