Customer Interview - Pigu

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?

My name is Edgaras Marcinkevičius, and I’m a Product Manager at PHH Group, a leading e-commerce player in the Baltics with a growing presence in Finland.

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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?

One of the most impressive aspects was how quickly the Detected platform evolved even during our early interactions. It was clear that the product was growing fast - new features were being added regularly, automation capabilities were expanding, and it was clearly adapting to market needs.

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Their flexibility stood out from the beginning. During the pre-contract stage, the Detected team truly listened and cared about our specific needs. After we signed, that same level of attention continued - every question, concern, or request has been met with care and professionalism.

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Their pricing logic was also very transparent and fair, clearly more reasonable than what many competitors offered.

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And, of course, the team itself is a major strength - always happy to help, passionate about their product, and clearly motivated to be the best in the industry.

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

Before Detected, our KYB process lacked structure and automation. We manually checked partner details across different databases, verified IDs individually, and used basic tools like Word documents and email to gather information.

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Now, Detected has automated this process, increasing our security level significantly. We can quickly verify new partners, assess their management, and complete ID verification steps - all in one place.

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This centralisation and automation built strong trust in our partnerships, which we previously didn’t have due to fragmented and manual processes.

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 was immediate.

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Previously, we used a Word questionnaire for partner onboarding, which led to a lot of confusion. Partners often contacted us to clarify the questions. Collecting documents through email was also inefficient, leading to delays.

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With Detected, we reduced our partner onboarding time from an average of 5 business days to just 2 days. This drastic improvement was due to a more intuitive flow, centralised document collection, and automated checks.

Increased Compliance

Detected has significantly improved our compliance posture. It ensures that every partner goes through the same standard process, reducing the risk of human error. We now have a clear audit trail and proof of verification for all partners, which helps us meet internal policies and external regulatory expectations with ease.

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Sales Team Efficiency & Impact

The Sales team now spends 40–50% less time on onboarding-related tasks. They no longer need to follow up for documents or clarification, and they can trust that partners have been properly verified. This allows them to focus on sales and partnerships, improving team productivity and accelerating deal flow.

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

We had a great experience with the entire team. The communication was always friendly, transparent, and professional.

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From the very beginning - during the product introduction stage - every question was answered thoroughly. We especially appreciated the involvement of Detected’s CEO, who personally joined meetings to ensure we had all the information we needed and felt confident in moving forward.

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As we moved into the technical implementation, the team was consistently available, eager to walk us through how everything worked, and committed to making sure we fully understood the platform.

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Ongoing syncs have been very productive - we genuinely enjoy our weekly meetings and feel like we’re not just clients but partners. There’s a real sense of collaboration.

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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 excellent. The Detected team is always quick to respond, helpful, and proactive.

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There’s never been a moment where we felt left on our own. Even when we didn’t identify a potential improvement, Detected would often come to us first with suggestions on how to optimize our workflows. It’s clear they are always thinking ahead and invested in our success.

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Would you recommend Detected to other organisations, and why?

Absolutely - yes. The entire journey has been outstanding.

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Detected combines professionalism, strong teamwork, and modern technology into a package that delivers real results. They’ve proven to be a reliable, responsive, and knowledgeable partner, and we’re confident continuing this partnership long-term.

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Is there anything else you would like to share?

One additional thing worth mentioning is how user-friendly the platform is - not just for our internal team, but also for our partners. We’ve received positive feedback from partners on how easy and clear the onboarding process is now.

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Also, Detected’s ability to act quickly on feedback and roll out updates or new features shows how agile and customer-focused they are. This isn’t a static tool - it’s an evolving solution that grows with our needs.

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Their passion for what they do is truly inspiring, and it creates a sense of trust and enthusiasm that is rare to find. We feel like we’re working with a team that genuinely cares about our success, and that makes a big difference.

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