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AllClear ID Mobile App

How to EnterCompany: AllClear ID, Austin, TX
Company Description: AllClear ID is a completely different kind of identity theft protection company – a group of experienced, high tech, security professionals committed to looking at everything from a consumer perspective. We’re not afraid to challenge the status quo or try new ideas. AllClear is powered by Debix, a pioneer and leading force in the identity theft protection industry.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Best Use of Technology in Customer Service

Nomination Title: AllClear ID Mobile App

Tell the story about how technology has improved your customer service initiatives since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

AllClear ID is a leading identity theft protection service that provides data breach response services to leading organizations, and identity protection to over 1.7 million customers. AllClear ID protection includes delivery of fast, actionable voice alerts to our customers’ phone if suspicious activity is detected using their personal information. In March 2012, we expanded these capabilities with the release of a mobile app. This powerful new tool makes it easier for our customers to receive our identity alerts, get information on the latest scam trends to best protect themselves, access all available identity protections, and quickly and easily contact Customer Support.

The mobile app addresses several problems for customers: While there are many tools available to protect your identity (such as free credit reports, public records, and work history reports), these tools can be difficult to find and use. People who have tried to take advantage of these protections find there are different providers and multiple steps that leave them lost or overwhelmed. They also know there are critical gaps in these free protections; for example, there are no security alerts, identity monitoring or repair services available for free. That means identity protection do-it-yourselfers have no early warning system, and when they do become victims, they are on their own to spend many hours cajoling banks and credit bureaus to clear their names. AllClear ID Mobile was designed to fill these gaps and make it easier for consumer to protect their identity.

•We made it easy to find and complete the best free identity protections right within the app. This puts these powerful protection tools in the palm of the customer’s hand, explains the purpose, and defines what information is required to activate the free protection. When they’re ready to take action, customers are directed to the official protection provider’s site so they never get lost or tricked into paying for these services.

•The app includes our proprietary alerts and fraud detection through our partnerships with law enforcement and security experts. Now consumers will be alerted if their bank account credentials, Social Security number or credit cards are reported stolen, and if they ever have an identity theft problem, all they have to do is press the * key to be connected to licensed fraud investigator.

•Should a customer have any questions regarding their identity or uncover they are the victim of identity theft, AllClear ID Mobile provides one tap access to contact Customer Support and Investigations. AllClear ID Mobile is free and available to everyone, is not a trial offer, and it has no expiration date.

No sensitive data is stored on the consumers’ phone. As soon as any sensitive personal information is submitted, it is transferred to secure servers and never stored on the phone. Upon registration, the customer creates a unique 4-digit PIN, used to access secure areas so that, if their phone is lost or stolen, others will be unable to pull any sensitive data from the AllClear ID Mobile app.

 

Provide a brief (up to 100 words) biography about the leader(s) of the nominated customer service organization:

Jamie May, Vice President of Customer Services & Chief Investigator, joined AllClear ID in 2007. May is responsible for overseeing the operations of nationwide call center facilities, including over 350 support agents, fraud investigators, and multiple phone and customer resource management systems.

Under May’s direction, the AllClear ID Customer Support organization has distinguished itself with exemplary service, maintaining an A+ rating from the Better Business Bureau. In 2011, Javelin Strategy & Research awarded the AllClear Investigators Best in Resolution. In 2012 the team was awarded 4 Silver and 1 Bronze Stevie Awards for Customer Service.