Customer Interview - Fruugo

We focus on 2 things, our product and our customers. The platform has unique capability and is delivering huge value for customers. In this series of customer interviews, we ask about both the impact of the product together with the value added by the team during implementation and BAU.

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What is your name, who do you work for, and what is your role within your organisation?‍

Eleanor Knowles, Payment Operations & Compliance Manager, Fruugo.com

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Were you involved in this project before or after signing the contract with Detected?‍

Pre-Contract

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During the vendor selection and review process, what impressed you most about the Detected platform compared to other solutions being considered?‍

What stood out straight away was how flexible and intelligent the Detected platform is, there is clearly no “one size fits all” approach. During the demo phase, I was really impressed by the level of customisation and how granular the options are. The portal is incredibly well thought out and it felt like every possible use case has been considered. The team’s energy, transparency, and genuine interest in understanding our business needs made a huge difference in the selection process. It’s clear they’ve built the product with their clients, not just for them.‍

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Can you share specific KYB challenges your organisation faced before implementing the Detected platform?‍

Before using Detected, our previous KYB provider was not fit for purpose. The data we were getting was often inaccurate, and it left us feeling uncertain about the quality of our due diligence checks. We raised multiple support tickets most days. Onboarding was clunky for sellers as it was difficult and manual for them to provide what we needed efficiently. There was also a lack of flexibility and we couldn’t tailor anything to fit the Fruugo model, and that created unnecessary friction.

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How has the Detected platform directly impacted your organisation? Please include specific examples and quantifiable outcomes (e.g., reduction in onboarding time, cost savings, increased compliance, impact on sales teams).‍

The impact has been massive. Seller engagement has improved significantly—they can now provide the required information quickly and easily through the Detected portal, which is available in multiple languages. Our confidence in screening results has increased, and the platform has already extended beyond KYB use. We’re now in the process of involving our product owners to explore how Detected can be used to collect compliance documentation for other areas too. We now have complete control over the customer journey, questions, and risk-based workflows by country, which has made onboarding far more scalable as we plan for continued growth. The improvements in efficiency have allowed our compliance team to focus more on strategic work instead of chasing information.

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Describe your experience working with the Detected team during the implementation phase. What stood out to you?‍

The team was a dream to work with—genuinely. They were energetic, passionate, and extremely collaborative throughout the whole process. They listened to what we needed, asked the right questions, and adapted where necessary. It never felt like we were just being “sold to.” Instead, they truly partnered with us to make sure the solution was aligned to our needs from day one. It was also very clear they know their stuff when it comes to marketplaces and compliance, as they understood our challenges without needing long explanations.

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Since implementation, how would you describe the support and engagement you've received from Detected during business-as-usual operations?‍

The support has been outstanding. We continue to work very closely with the team and maintain an open, two-way dialogue. We share a live Google Sheet where we track small bugs and “nice to have” UI improvements—everything we flag is acknowledged and discussed in detail. The team has been transparent about what’s likely to make it onto the roadmap and what might not—and more importantly, why. That honesty really builds trust.

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Would you recommend Detected to other organisations, and why?‍

Absolutely, without hesitation. Detected is one of the most exciting and dynamic platforms we’ve worked with. The product is powerful, flexible, and constantly evolving, and the team behind it is responsive, passionate, and knowledgeable. It’s rare to find a provider that combines deep compliance expertise with genuinely user-friendly technology—and that’s exactly what Detected has done for us.

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Is there anything else you would like to share?‍

All in all, it's been one of the most rewarding projects we've run. We're just scratching the surface with Detected, and we're excited to see how much more we can unlock with the platform.

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