TruTech Tools Case Study
hours/month manual review eliminated
TruTech Tools is a family-founded business in Mogadore, Ohio that began in 2007 as a retirement hobby for James C. Bergmann (Jim Sr.). With a lifetime of experience in the HVAC industry, both as a technician and product distributor, his mission was to provide high-precision measurement and diagnostic tools for technicians in the HVAC space, with the goal of improving the comfort, health, safety, and energy efficiency of homes around the country.
Together with his son Jim Jr., whose expertise is also recognized in the field, they grew what began as a small bedroom-based venture to a national brand, with an astounding 1000% growth in sales within their second year. Since their humble beginnings, TruTech Tools has expanded from a single-product and supplier focused distributor to a multi-product, training, and service provider that today even includes calibration and repair services. Year over year, TruTech Tools continues to enjoy a minimum growth of 20% in sales.
TruTech Tools occupies a unique space in the online market. Besides its most common offerings for HVAC technicians, it also sells sensitive camera equipment used to inspect buildings for energy loss. However, these products have an alternate application that makes them a target for fraudsters. As such, besides the expected fraud attempts that many online businesses experience, TruTech Tools is often targeted by highly sophisticated fraudsters posing as legitimate businesses, even impersonating multi-million-dollar corporations.
TruTech Tools needed to ensure that it was providing the highest level of fraud detection, in the most time- and human resource-efficient manner possible. Previous reliance on Kount, another fraud detection platform, did not offer satisfactory service or detection, and was confusing for staff to navigate, necessitating the personal involvement of management level personnel on a daily basis. That was a clear deficit in the program that cut into time that could have been better spent on sales and management. Because Kount was not meeting their needs, TruTech Tools’ needs, and the search began for an alternate solution.
TruTech Tools customers are pleased with the elevated level of protection they are experiencing, particularly due to the sensitive nature of some of the products sold on the site.
Even in the event of a rare accidental “fail,” the NoFraud ticket review system is efficient and thorough, bolstered by its unique priority system that can turn around an inquiry in under two hours when marked as “high priority.” And when customers receive an email from NoFraud, it is white-labelled as TruTech Tools, giving customers a seamless and confidence-building experience, while strengthening the company’s brand image. “You guys make us look good,” exclaimed a senior sales manager.
“There’s no way a salesman who is growing a business by 20% a year should be tied to order reviews…When NoFraud came along, everyone was able to breathe a sigh of relief… It has taken the pain away from us.”Josh Crawley
TruTech Tools Sales Manager
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