“Salesforce has been very successful in helping us manage it all, so we extended our scope. “Putting it all on one platform has been a huge help,” the CEO said. With concerns as diverse as changing regulatory compliance requirements, shifting currencies and markets, and maintaining trust and security, the Customer Success Platform lets Western Union run on a single, optimised platform. For Ersek, Salesforce offers an optimised way to bring together the many arms of his complex global business. Salesforce sits at the core of Western Union technology, to better serve the omni-channel customer.
“We use it to help us understand our customers better, but also to service our customer needs in a more efficient manner.” Company leaders use the term “the omni-channel customer” to describe their 360-degree view of each client. “Our relationship with Salesforce is quite broad,” said Thompson. Salesforce is a major partner in helping Western Union deliver exactly what its customers need. “We adapted our platform to the needs of customers and asked them how they want to pick up the money,” Ersek said. Others want to have money transferred into their bank or mobile wallet accounts. Some people want to walk into a retail location and pick up cash. “So we have to move fast with mobile capabilities around the globe and in multiple languages.” As a global company, Western Union faces the challenge - and opportunity - of serving many customer bases with a diversity of needs. They really embrace mobile,” said Chief Technology Officer David Thompson.
“Our customers are around the globe, and travelling and migrating in many cases. The CEO and his teams build on that trust by listening to customers and innovating to meet their needs. “You can’t break that trust,” Ersek said. The trust that customers from Brooklyn to Bangladesh place in Western Union to deliver their hard-earned money securely and on time isn’t lost on company leadership. So they leave home, work hard, and send money back so the children can go to school. “Parents want their children to have a better life.
“The number-one reason why people send money back home is education,” said Ersek. Thirty percent of those transactions involve education. Western Union handles a staggering 29 transactions per second across the globe. “Moving money for better” is more than the company’s tagline - it’s Western Union’s ethos. “It’s more than moving money it’s moving support,” said Ersek. Despite that enormous scale, it’s the opportunity to make an impact in people’s lives in the most personal ways that really drives Western Union’s business today. The company serves customers in more than 200 countries worldwide, through 500,000 retail locations and at over 100,000 ATMs. The impact of sending him that money was enormous.” Western Union has been in business for over 160 years - it is the second-longest-listed corporation on the New York Stock Exchange.
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My father took the money, paid his doctor and pharmacy bills, and bought a TV so he could see the news. “I went to Europe and studied and sent money to my father. “I’m a migrant, you know,” the Turkish-born Ersek explained. As the back-office processing engine, the Wholesale Payments System supports payment capture, enrichment, routing and settlement of bulk and individual real time payments in a variety of configurations.Long before he became CEO of Western Union, Hikmet Ersek saw firsthand how the company could change its customers’ lives.
The ACI Money Transfer System for SEPA is a global payment processing engine that supports processing for prieuro, credeuro and Pan-European direct debits, as well as country-specific formats.
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By linking the back-office, front-office, Internet and legacy systems, the solution effectively creates a virtual global entity.ĪCI Money Transfer System provides financial institutions with some of the highest straight through processing (STP) rates in the industry today by using a series of features, such as automated account retrieval, real time funds availability checking, processing rules and text-based message routing. ACI Money Transfer System also manages the processing and status of any SWIFT or telex message anywhere within a global financial institution. It is a single-source solution for domestic and international payment processing and messaging. ACI Money Transfer System interfaces to real time gross settlement (RTGS) central banking systems, messaging systems, net settlement systems, clearing houses, internal systems and numerous third party banking applications.
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