Case Study: Western Union achieves 20-second agent limit approvals with SS&C Blue Prism

Western Union Responds Immediately to Agent Requests using Intelligent Automation

Western Union, a global money-transfer company with 550,000 locations serving 150 million customers, faced a bottleneck: agents’ daily transaction limits had to be increased manually, a process that could take up to 10 minutes and eroded operational oversight. To scale more reliably and respond faster to agent requests, Western Union turned to intelligent automation with SS&C Blue Prism (using Blue Prism digital workers) in partnership with ISG.

SS&C Blue Prism deployed Blue Prism digital workers to proactively increase limits when agents reach 70% of their allowance, enforcing preset risk and profitability parameters. The automation cut request handling from 10 minutes to about 20 seconds, returned more than 1,000 hours to the business each month, completes over 3 million tasks per year across 100 processes, and scaled from one pilot country to 12 more—enabling 24/7 limit adjustments while preserving control.

Western Union

Gintautas Jonutis

Director, Global Head of Robotics and Intelligent Automation