Case Study: Western Union achieves scalable intelligent automation and 3 million tasks processed with SS&C Blue Prism

How Western Union’s Citizen Developers Innovate and Increase Efficiency with Intelligent Automation

Western Union, the global money-transfer provider serving 150 million customers across 550,000 locations in 200 countries, needed to scale its intelligent automation program to simplify and standardize end-to-end processes without hiring large numbers of new staff. Working with SS&C Blue Prism and its Blue Prism intelligent automation platform, Western Union sought to re-engineer human-centric workflows for digital workers and broaden adoption across the business.

Western Union built a citizen-developer program, re-skilling internal employees (who make up about 70% of its CoE development workforce) through a three-month onboarding and Blue Prism certification process to create low-code automations. Using SS&C Blue Prism’s digital workers, the company now runs 100 live processes across finance, compliance, operations, contact center and legal, processing nearly 3 million tasks annually and demonstrating scalable, enterprise-wide automation adoption.

Western Union

Gintautas Jonutis

Director, Global Head of Robotics and Intelligent Automation