Salesforce - Western Union Fully Designed Story PDF

WHO IS WESTERN UNION?
Western Union is a leader in global payment services and the second longest
listed corporation on the New York Stock Exchange. The 161-year-old company
serves customers in more than 200 countries worldwide — through 550,000+ retail
locations and at over 150,000 ATMs. In 2016 alone, over 791 million transactions
were completed for consumer and business clients.
FINANCIAL SERVICES
Sales Cloud, Service Cloud, Marketing Cloud, Community Cloud
Western Union gives SMBs an international edge

with Community Cloud
Western Union has come a long way since it “It’s made our customers’ lives easier in every month. “Everything that we do
transmitted its first telegram in 1851. Today, a number of ways,” says Tiberi. Since and, in fact, everything that we build is
empowering SMBs to grow internationally Community Cloud integrates with Western driven by the voice of the customer.” Soon,
is a major focus of its business. “What Union’s front-end transactional systems, customers will be able to synchronize
we’ve seen over the last three or four years customers have instant visibility of their data between EDGE and their business
was that the needs of our small business cash flow and can see, over any period of accounting systems — completely
clients were changing,” says Adam Tiberi, time, how much money they’re going to eliminating the need to rekey information
Chief Product Officer of Business Solutions. need to run their business. WU EDGE has or manually reconcile accounts.
“They were very much accelerating the lifted a huge burden off of customers who
But customers aren’t the only ones
business they were doing across borders were previously using spreadsheets to track
benefiting from EDGE. Since launch,
and were looking to companies like us to and understand the true cost of foreign
Western Union’s seen a dramatic
provide them with the capabilities they currency invoices. Now, they can track it in
reduction in service calls, and its call
weren’t getting from their banks.” real time.
center investigation teams are much more
Western Union filled that need with WU “A big part of why we selected Community efficient now that everyone’s operating on
EDGE, a Community Cloud-powered Cloud was it gave us this platform with a single, automated platform. “It’s freed
digital platform that enables hundreds of which to start to expose functionality up time for people to actually be more
thousands of businesses across the world and capitalize on it,” says Tiberi. “For the proactive rather than reactive,” Tiberi
to connect with new buyers and suppliers customers, it’s all seamless; they just see says. Customer relationships are stronger,
and engage in global trade more seamlessly the community. But, under the covers, too — and with that comes a big boost
and cost effectively than ever before. With we’re serving up content and applications in customer stickiness. “Since they’re
WU EDGE, customers can make fee-free, from different systems.” Oracle BI is one getting so much value from the platform,
cross-border payments in minutes, see all of those systems, allowing customers customers are logging in 2-4 times a week,
international transactions and suppliers at a to do What if? analysis to help manage whereas they used to log onto our older
glance, and manage the entire transaction currency risk, pinpoint potential issues, and platforms maybe once at the end of the
process — from order to payment. maximize cash flow. EDGE continuously month when it was time to do payments.
evolves, with new enhancements released It’s a very different paradigm.”
WESTERN UNION SUCCESS STORY
Western Union is finally able to capitalize countries log into the EDGE platform and
on its nascent network, too. “EDGE is generate leads.”
actually becoming our big lead-generation
More people on the network equals more
engine,” Tiberi says. So far, the company
business opportunities for Western Union
“EDGE is actually
has enabled EDGE for customers in
customers who can connect with new
15 countries, but those customers are
suppliers and be found by potential buyers
becoming our big

paying over a million businesses around
in EDGE’s Marketplace. Customers can
the world who automatically get sent an
also chat via private message to negotiate
lead-generation
invitation to join the EDGE network. “If
pricing or correct invoice and payment
I’m a business in the US and I’m paying a
errors. “We really want to make this a
engine.”
supplier in Germany who’s not already a
true B2B exchange,” Tiberi says. “That’s
Western Union customer, it creates a lead
ultimately where we want to take it.”
in Salesforce for our sales team. Over the
last month, we had businesses from 81
Adam Tiberi, Chief Product Officer
of Business Solutions
CHALLENGE
SMBs looking to expand their global footprint were vastly underserved by their banks and accounting systems.
As Western Union’s small business clients were increasingly becoming key players in international trade, they were looking to the
company to solve more problems for them beyond making and processing payments.
SOLUTION
To help its small business customers manage the complexities of international growth, Western Union built WU EDGE, a Community
Cloud-powered digital platform that enables hundreds of thousands of businesses across the world to engage in global trade —
seamlessly and cost effectively.
With WU EDGE, customers can make fee-free, cross-border payments in minutes, see all international transactions and suppliers at a
glance, manage currency risk, and get insight into how they are trading.
EDGE also enables customers to find and connect with new buyers and suppliers through its B2B Marketplace.
RESULTS
Transactions that used to take up to 3 days are now done in minutes
More business opportunities for customers as the network expands
Increased customer stickiness
Powerful lead-gen engine for Western Union — since every business a customer
transacts with is automatically invited to join the WU EDGE network
Dramatically reduced service calls, giving call center teams a big boost in efficiency
Salesforce is the leader in enterprise cloud computing. We help companies connect to their customers in a whole new way with our
sales, service, marketing, community, and analytics apps. All of these apps run on the Customer Success Platform, so you can manage
all your information in one place. To learn more, call us at 1-800-667-6389

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WHO IS WESTERN UNION?

Western Union gives SMBs an international edge

becoming our big

More business opportunities for customers as the network expands

Increased customer stickiness

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