Government SummaryWhen Justin Skagen, VP of Income Integrity and Operational Compliance at Arrivia, found an worker constructing secret databases of buyer info in the course of the night time, he knew conventional safety measures weren’t sufficient. What began as one other division’s productiveness experiment turned Arrivia’s strongest fraud detection weapon, catching every thing from information exfiltration makes an attempt to time clock manipulation throughout their world name facilities.As a white-label journey company, Arrivia couldn’t afford safety breaches. When Teramind initially revealed that 50-60% of their name heart brokers have been manipulating exercise monitoring, Arrivia took quick motion to restructure operations and redistribute workloads. As we speak, with correct oversight in place, Teramind helps them proactively catch 10-15 insider threats yearly earlier than they escalate.“Anytime you’ve a couple of worker at an organization, you’ve the potential for fraud.”The Unintended Discovery That Modified Every part“We didn’t actually observe fraud an excessive amount of,” Justin admits about Arrivia’s pre-Teramind days. Whereas they dealt with incidents internally, they lacked systematic fraud detection and record-keeping.The turning level got here throughout a routine investigation into lodge reserving fraud. As Justin’s crew interviewed staff about password sharing, one title stored surfacing. Once they investigated this individual additional, they found uncommon patterns: accessing quite a few accounts throughout night time shifts when they need to have been off obligation.Their working principle? The worker was constructing a database to promote to 3rd events for further earnings. “We have been banging our heads in opposition to the wall attempting to determine how one can show this,” Justin remembers. The crew piloting Teramind for productiveness reached out: “This worker’s on the system. Do you guys need to check out it?”A Case Research in Information Theft PreventionWhat Justin’s crew found by Teramind’s display screen recordings shocked them. The worker wasn’t simply looking accounts—she had developed a classy information theft operation:The Methodology: Copy buyer information from accounts and paste into Excel filesThe Cowl-Up: White out the textual content so the information appeared clean if somebody checkedThe Distraction: Play Disney motion pictures and Roblox for her kids whereas working“We couldn’t truly see what was happening within the laptop earlier than,” Justin explains. “We had the information, we will see that she’s going into the accounts, however we didn’t know why. This confirmed us precisely why.”The investigation revealed she was constructing a complete database of buyer info, possible on the market to opponents or id thieves. Due to Teramind, they stopped the information earlier than it left the corporate—a victory Justin believes wouldn’t have been potential in any other case.“With out the software, we might have been simply working round at the hours of darkness. We’d have terminated her, however not earlier than that file doubtlessly received out.”“Simply the quantity of information that was accessible to us [in the platform] was actually shocking. It was like having G-D mode in a online game.”From Productiveness Pilot to Fraud Prevention PowerhouseAfter the information theft case, Justin’s crew commandeered Teramind from the productiveness crew. “We’re taking this [Teramind] over now. That is going to be our child. You guys had it for some time, so now it’s ours.”They instantly started constructing conduct guidelines primarily based on earlier investigations:Alerts for accessing dormant accounts with unused benefitsUSB drive utilization monitoringCredit card information detection for PCI complianceUnusual entry patterns and timing “Numerous our investigations take per week to 2 weeks as a result of we’re counting on different individuals to tug us the knowledge,” Justin notes. “As soon as we began utilizing Teramind, we realized we will do that extra in actual time.”The PCI Compliance VictoryAs a PCI Degree One-compliant firm, Arrivia faces strict necessities for dealing with bank card information. Their earlier safety software failed crucial assessments; bank cards despatched by Groups messages and emails went undetected.Teramind’s DLP bundle modified that instantly. “We’d run assessments on our aspect. The opposite software wasn’t catching that, so we truly rotated and began utilizing Teramind for that,” Justin explains.Now, when brokers retailer bank card info in unauthorized areas like Notepad or OneNote, alerts hearth immediately, administration receives quick notification to right the conduct earlier than it turns into a compliance violation.The Nice Spacebar ConspiracyThe most shocking discovery got here from analyzing software utilization patterns. Brokers have been displaying hours of Notepad exercise, which is uncommon for name heart employees who must be dealing with buyer interactions.“We pulled up the display screen playback, and you might see within the very backside proper nook a jiggling the place the cursor could be,” Justin describes. “The road depend was steadily rising.”The reality? Brokers have been putting telephones or different objects on their spacebars to maintain computer systems awake and seem lively. Some did it as a result of they lacked adequate work, resulting in name marketing campaign redistributions. Others had extra malicious intent, taking themselves out of name queues and rejoining to keep away from buyer interactions.This discovery led to considered one of Arrivia’s most impactful operational modifications: when Teramind’s key urgent detection revealed that 50-60% of their name heart was partaking in exercise manipulation, Arrivia instantly restructured workloads and redistributed name campaigns to handle the foundation causes.Constructing Belief Via TransparencyWhen implementing monitoring know-how, Arrivia prioritized open communication with its workforce. Whereas Justin’s safety crew embraced the brand new capabilities,different departments naturally had questions on privateness and scope.Arrivia addressed issues proactively by training and clear insurance policies:Structured Entry: Every supervisor may solely view their very own crew’s information, stopping interdepartmental conflictsProfessional Boundaries: Clear communication that monitoring utilized solely to firm gadgets throughout work activitiesPrivacy Protections: No audio recording, no digital camera activation, and keystroke logging disabled to guard passwordsOpen Demonstrations: Management walked staff by the precise system capabilities“We’d present them, ‘OK, that is the way it’s getting used. We’re not utilizing audio. We are able to’t simply flip that on and take heed to no matter’s happening in your house,’” Justin explains. This academic method remodeled preliminary skepticism into understanding.The important thing message was easy: Teramind displays work actions on firm gadgets to guard each the group and staff from fraud. By being clear about capabilities and limitations, Arrivia efficiently constructed belief whereas sustaining the safety advantages they wanted.The Numbers That MatterArrivia’s Teramind deployment delivers measurable outcomes:10-15 insider threats caught yearly throughout numerous severity levels150-200 productiveness points recognized, resulting in crew reassignments or terminationsReal-time fraud detection changing weeks-long investigations100% PCI compliance on bank card information detectionInitial discovery of 50-60% exercise manipulation led to complete workforce restructuring Whereas Arrivia doesn’t use Teramind information for promotions, they do confirm issues about workload earlier than development choices. “These numbers converse for themselves by our different reporting,” Justin notes. “That is simply extra of a validation.”Past Conventional ThreatsJustin’s fraud examiner experience shapes how Arrivia makes use of Teramind. Past information theft, they monitor for:Cash laundering attemptsEmbezzlement schemesTime clock manipulationInternal account takeoversBenefits fraud on dormant accounts “Being a licensed fraud examiner, I’ve to have a look at a bunch of various issues,” Justin explains. The excellent method catches threats others may miss.The Validation Software PhilosophyArrivia makes use of Teramind as a part of a broader safety ecosystem. “We often use it as a validation software,” Justin explains. “We’ve a bunch of different instruments that we use, after which we’ll go into Teramind to validate a number of the info that we already know.”This multi-tool method offers authorized safety and complete proof gathering, significantly essential when coping with worldwide labor legal guidelines and potential prison prosecutions.Key TakeawaysJustin identifies key urgent detection as Teramind’s most useful perception: “That has been by far the largest one as a result of 50 to 60 % of our name heart was responsible of doing that.” This discovery enabled Arrivia to restructure operations and guarantee brokers keep accessible and productive.For firms contemplating related deployments, Arrivia’s journey provides essential classes:Sudden discoveries drive worth: A productiveness software turned a fraud prevention systemReal-time detection beats retrospective investigation: Stopping threats earlier than information leavesTransparency builds belief: Schooling and clear insurance policies scale back worker resistanceIntegration multiplies effectiveness: Utilizing Teramind alongside different instruments offers complete coverageBehavioral insights drive operational modifications: Discovery of widespread exercise manipulation led to workforce restructuring From catching subtle information theft operations to revealing systemic productiveness manipulation, Arrivia’s expertise proves that the precise monitoring software can basically change how organizations method each safety and operations.“I do consider that with out the software, we wouldn’t have been ready to do this.”Justin Skagen, VP of Income Integrity and Operational Compliance, Arrivia