From Impersonations to Dream Destinations
loveholidays Finds Brand Protection for Scaling Business
loveholidays is the UK’s largest online travel agent offering unlimited choice, unmatched ease, and unmissable value. But as their brand reputation grew exponentially, they increasingly found themselves the target of impersonation scams on social media and web domains. loveholidays needed to evolve from their manual and siloed approach to impersonation identification, tracking, and takedowns. They needed brand protection for scaling business. With ZeroFox, they found a seamless automated process for brand and domain protection. All of this within one unified platform, that empowers their team to proactively protect customers.
Exponential Growth Brings Brand Challenges
loveholidays has a mission to open the world to everyone, which they do by aggregating seemingly limitless options for complex holiday arrangements with different airlines, hotels, and services all at the most affordable price possible. With substantial growth over the past few years, loveholidays employs 450+ full time employees and hundreds more contractors. Employees are placed strategically throughout the world to offer extensive customer support and maintain high service standards.
Essentially, loveholidays is as customer-centric as a company could get. That means when customers reported losing money to impersonation scams on social media, the company knew they had to take action fast. When Grant Cassin, Information Security Manager at loveholidays, joined the company two years ago, he found that the manual efforts meant there was no visibility into impersonations. Plus, there were scattered manual remediation tactics when scams were identified. Realistically, there was no way for an individual to effectively perform these scans without the help of a DRP system.
Additionally, once the loveholidays team identified these impersonations, they had varying degrees of success in taking them down. Some platforms would remove the false accounts within hours. But others would allow them to remain active for extended periods, causing ongoing confusion and monetary loss to loveholidays customers. In turn, this also harmed loveholidays customer trust, damaging their brand reputation.
We lacked a clear understanding of the scope of these external threats and needed a solution that could provide comprehensive visibility into the risks our customers were facing.
- Grant Cassin, loveholidays Information Security Manager
Empowering Teams with the ZeroFox Platform
That’s where ZeroFox came in, taking loveholidays from reactive to proactive in their digital risk protection. With the ZeroFox platform, loveholidays can seamlessly identify threats to their brand, and automate the takedown process.
ZeroFox automatically scrapes social media sites, as well as the surface, deep, and dark web, for any fraudulent pages or social media profiles. Then, notifies the loveholidays team immediately when one is found. That's something that is just not possible to do as one cybersecurity individual. Or, even with a team doing manual scans. These early notifications are key, as many deceptive engagements with customers happen within the first 24 hours.
Now, loveholidays no longer has to wait for threat actors to reach their customers, prompting a security ticket and slow manual takedown process. The streamlined internal process for loveholidays empowers each marketing team member to review alerts from and submit takedowns to ZeroFox. This in turn enables the loveholidays team to control the brand narrative more effectively.
The simplicity and efficiency of the ZeroFox platform has also helped loveholidays drastically reduce the effort and time they spend on takedowns. Previously, Grant would spend time with every social media site, keeping tabs on how the process was going. Now, all his team has to do is point and click, then ZeroFox takes care of the rest. The entire takedown process at ZeroFox is handled in-house. The process doesn't need additional analyst support, effectively filling the gap in loveholidays’ digital risk protection program. Now that's a solution with brand protection for scaling business.
One of the most significant improvements that ZeroFox has brought to our security measures is the simplicity and efficiency of their portal. Previously, managing threats was cumbersome, involving spreadsheets and manual tracking, which was both time-consuming and error-prone. With ZeroFox, everything is consolidated into a single, user-friendly interface that makes it easy to identify and prioritise threats.
- Grant Cassin, loveholidays Information Security Manager
A Future of Visibility and Protection
From the moment loveholidays began working with ZeroFox’s automated platform, they gained the ability to proactively identify and respond to brand and domain threats. With ZeroFox’s comprehensive solution for complete visibility and protection all in one unified platform, loveholidays finds it much easier to manage their online presence. Plus, significantly reduce the harm threat actors could impose on their customers.
Grant sums up the impact with a note to anyone considering working with ZeroFox. He says, “If you're tired of the endless cycle of monitoring, reporting, and takedown requests that seem to go nowhere, then ZeroFox can provide the streamlined, effective solution you need to manage these issues efficiently.”