TIBCO Software Case Studies Western Union Enables an Omni-channel Experience with Fast Data

	Western Union Enables an Omni-channel Experience with Fast Data TIBCO Software

Western Union Enables an Omni-channel Experience with Fast Data

TIBCO Software

Technology Category	Analytics & Modeling - Real Time Analytics Application Infrastructure & Middleware - Data Exchange & Integration Application Infrastructure & Middleware - Data Visualization
Applicable Industries	Finance & Insurance
Applicable Functions	Business Operation Sales & Marketing
Use Cases	Real-Time Location System (RTLS)
Services	Software Design & Engineering Services System Integration
Challenge	At Western Union, customers are central to everything. The company aims to make financial transactions as fast and secure as possible, with no margin for error. Customers are increasingly embracing new technologies, especially in regions like Indonesia, India, and Africa, where adoption is faster than in some developed countries. This shift brings new requirements, such as the need to complete transactions on mobile devices. Western Union faced challenges in integrating its payments ecosystem with hundreds of banks, half a million locations, and various post offices, ATM networks, mobile devices, and online and retail locations. Read More
About Customer	Western Union is a financial services and communications company that offers products such as person-to-person money transfers, money orders, business payments, and commercial services. The company places customers at the center of everything it does, including millions of consumer money transfer senders, more than 100,000 business customers in 2013, travelers who lack options for accessing their money overseas, and nongovernmental organizations that otherwise would have difficulty getting funds to the people and places that need it most. Read More
Solution	Western Union partnered with TIBCO to leverage new, cutting-edge technology for Fast Data. This partnership was crucial for making big data actionable in real-time for online and mobile transactions. The company implemented TIBCO BusinessEvents® and TIBCO ActiveSpaces® in-memory data grid to identify real customers and separate out bad actors. This approach allowed Western Union to offer relevant and secure products tailored to customers' countries and locations. The collaboration with TIBCO also involved top leadership and new ideas to improve customer experience. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Real Time Analytics

Application Infrastructure & Middleware - Data Exchange & Integration

Application Infrastructure & Middleware - Data Visualization

Applicable Industries

Finance & Insurance

Applicable Functions

Business Operation

Sales & Marketing

Use Cases

Real-Time Location System (RTLS)

Services

Software Design & Engineering Services

System Integration

Challenge

At Western Union, customers are central to everything. The company aims to make financial transactions as fast and secure as possible, with no margin for error. Customers are increasingly embracing new technologies, especially in regions like Indonesia, India, and Africa, where adoption is faster than in some developed countries. This shift brings new requirements, such as the need to complete transactions on mobile devices. Western Union faced challenges in integrating its payments ecosystem with hundreds of banks, half a million locations, and various post offices, ATM networks, mobile devices, and online and retail locations.

About Customer

Western Union is a financial services and communications company that offers products such as person-to-person money transfers, money orders, business payments, and commercial services. The company places customers at the center of everything it does, including millions of consumer money transfer senders, more than 100,000 business customers in 2013, travelers who lack options for accessing their money overseas, and nongovernmental organizations that otherwise would have difficulty getting funds to the people and places that need it most.

Solution

Western Union partnered with TIBCO to leverage new, cutting-edge technology for Fast Data. This partnership was crucial for making big data actionable in real-time for online and mobile transactions. The company implemented TIBCO BusinessEvents® and TIBCO ActiveSpaces® in-memory data grid to identify real customers and separate out bad actors. This approach allowed Western Union to offer relevant and secure products tailored to customers' countries and locations. The collaboration with TIBCO also involved top leadership and new ideas to improve customer experience.

Impact #1	Western Union improved customer service by allowing customers to stage transactions on their mobile devices and complete them at agent locations without filling out forms or standing in line.
Impact #2	The company expanded its payment options, enabling customers to choose from various funding methods, such as SOFORT or online bank transfer in Germany and the Netherlands, and Speedpay in the US.
Impact #3	Western Union increased mass payments and global payments for business-to-business customers, leading to significant improvements in customer experience and feedback.

Impact #1

Western Union improved customer service by allowing customers to stage transactions on their mobile devices and complete them at agent locations without filling out forms or standing in line.

Impact #2

The company expanded its payment options, enabling customers to choose from various funding methods, such as SOFORT or online bank transfer in Germany and the Netherlands, and Speedpay in the US.

Impact #3

Western Union increased mass payments and global payments for business-to-business customers, leading to significant improvements in customer experience and feedback.

Benefit #1	Western Union serves millions of consumer money transfer senders and more than 100,000 business customers.
Benefit #2	The company operates in hundreds of banks and half a million locations globally.
Benefit #3	Western Union's partnership with TIBCO has led to faster performance for web and mobile transactions.

Benefit #1

Western Union serves millions of consumer money transfer senders and more than 100,000 business customers.

Benefit #2

The company operates in hundreds of banks and half a million locations globally.

Benefit #3

Western Union's partnership with TIBCO has led to faster performance for web and mobile transactions.

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Overview

Western Union Enables an Omni-channel Experience with Fast Data

Operational Impact

Quantitative Benefit