A modernized contractor loyalty program improved the program experience and strengthened fraud controls

Leaders at a top building materials manufacturer saw an opportunity to refresh their contractor rewards program with a clearer, more modern user experience. Working with ITA Group, the organization updated the program interface and added more robust fraud measures than the previous program, resulting in boosted satisfaction and a stronger foundation for success.

Modernizing the contractor incentive experience

The existing program had served contractors for years, but program leaders saw an opportunity to make the experience simpler, more intuitive and easier to navigate. The organization also wanted stronger fraud measures and better visibility into program activity.

They turned to ITA Group to conduct a user experience assessment and gain recommendations about how to best implement the changes. The findings led to a three-pronged approach to refreshing the program experience.

➜ Result: 6% of contractors reported satisfaction with the program

➜ Result: 70%+ of participating contractors said they were motivated to purchase products specifically to earn rewards

➜ Results:

53% said the program influenced their choice of brand over competitors

83% said the program added meaningful value

Preventing fraud with built-in intelligence and control

Modernization also helped the organization strengthen fraud management within the program. The updated program included more robust fraud detection, mitigation, visibility and awareness than before.

Stronger fraud measures improved program oversight

ITA Group built new fraud measures into the program, including capabilities to detect suspicious activity, mitigate potential fraud and provide greater visibility into fraud occurrences and methodologies. These measures gave the organization a stronger foundation for identifying and managing potential fraud.

Fraud measures

• AI-driven text extraction to capture invoice data and identify eligible products 
• Image scraping and validation to detect duplicate or suspicious invoice submissions
• Review and exception workflows for invoice submissions
• Processes for identifying anomalies and flagging questionable invoice submissions for review
• Catalog redemption controls related to order frequency, dollar amount, product quantity and item thresholds within defined timeframes
• AI-driven fraud detection using global behavioral and transaction data to proactively identify and block suspicious activity

➜ Result: Today’s antifraud measures have likely prevented millions of dollars in fraudulent activity.

Empowering program leaders with accurate data 

With the modernized program in place, leaders gained access to clearer program data and reporting to better understand engagement, activity and overall program health. Through recurring business reviews, dashboard reporting and ad hoc analysis, ITA Group helped turn program activity into decision-ready insights across participation trends, invoice submission activity, earnings, redemptions, purchase behavior and year-over-year performance.

Program data benefits

• Dashboards gave visibility into engagement, KPIs, claims, invoices, earnings, redemptions, purchase activity and contractor participation trends
• Ad hoc analysis helped uncover patterns by contractor segment, distributor activity, certification level, plan type and product purchasing behavior
• Reporting helped show how product mix influenced higher-margin purchasing behavior and attachment rates
• Analysis helped identify unnecessary complexity, administrative burden and opportunities to simplify plan structures
• Data insights could be sent to field managers to broaden product portfolio adoption across contractors

A stronger foundation for growing contractor market share

By updating its program experience, fraud measures and reporting, the organization created a stronger contractor loyalty program that was well received by program owners and contractors alike.