IBM Case Studies Online and mobile user experiences improved with site analytics solution

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	Online and mobile user experiences improved with site analytics solution IBM

Online and mobile user experiences improved with site analytics solution

IBM

Technology Category	Analytics & Modeling - Process Analytics Analytics & Modeling - Real Time Analytics
Applicable Industries	Finance & Insurance
Applicable Functions	Sales & Marketing
Services	Data Science Services
Challenge	With an increasing number of financial service providers entering the market, Western Union needed to improve its digital user experience. The company sought to understand why customers sometimes abandoned the website before completing transactions and how to streamline the online experience to deliver better service. Read More
About Customer	Founded in 1851 as the New York and Mississippi Valley Printing Telegraph Co., Western Union Holdings, Inc. is a global money movement and payment services provider whose services are available through a worldwide network of approximately 510,000 agent locations in more than 200 countries and territories. Read More
Solution	A customer experience management and site analytics solution helps Western Union capture, segment and visualize the customer journey on its online and mobile platforms. The solution identifies where customers struggle so that the company can isolate and improve areas of concern. Goal-based segmentation reveals which links lead to higher conversion rates so that the firm can redesign the interface to drive attention to more effective tools and offerings. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Process Analytics

Analytics & Modeling - Real Time Analytics

Applicable Industries

Finance & Insurance

Applicable Functions

Sales & Marketing

Services

Data Science Services

Challenge

With an increasing number of financial service providers entering the market, Western Union needed to improve its digital user experience. The company sought to understand why customers sometimes abandoned the website before completing transactions and how to streamline the online experience to deliver better service.

About Customer

Founded in 1851 as the New York and Mississippi Valley Printing Telegraph Co., Western Union Holdings, Inc. is a global money movement and payment services provider whose services are available through a worldwide network of approximately 510,000 agent locations in more than 200 countries and territories.

Solution

A customer experience management and site analytics solution helps Western Union capture, segment and visualize the customer journey on its online and mobile platforms. The solution identifies where customers struggle so that the company can isolate and improve areas of concern. Goal-based segmentation reveals which links lead to higher conversion rates so that the firm can redesign the interface to drive attention to more effective tools and offerings.

Impact #1	The new solution alerts Western Union to certain aspects of the online experience that are repeatedly creating problems for users so that the company can address them.

Impact #1

The new solution alerts Western Union to certain aspects of the online experience that are repeatedly creating problems for users so that the company can address them.

Benefit #1	Since the implementation of the solution, Western Union has seen the number of errors caused by customers attempting to reregister existing accounts decrease, and password validity errors are down.

Benefit #1

Since the implementation of the solution, Western Union has seen the number of errors caused by customers attempting to reregister existing accounts decrease, and password validity errors are down.

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Overview

Online and mobile user experiences improved with site analytics solution

Operational Impact

Quantitative Benefit