Case Study: Western Union speeds agent onboarding 40% and delivers omnichannel customer service with Salesforce

Western Union moves money for better with Salesforce

Western Union is a 160‑year‑old global money‑transfer company serving customers in 200+ countries through 500,000 retail locations and 100,000+ ATMs, handling 29 transactions per second. Facing diverse customer needs—from cash pick‑up to bank and mobile‑wallet transfers—plus shifting regulations, currencies and the need for rapid mobile, multilingual service, Western Union needed a unified way to protect trust and deliver consistent omni‑channel experiences.

Western Union implemented Salesforce’s Customer Success Platform—including Sales Cloud, Analytics Cloud, Chatter and custom apps on the Salesforce Platform—to centralize customer data, streamline agent management and build purpose‑built payment products. The rollout accelerated agent onboarding by 40%, improved productivity visibility, sped revenue growth and enabled new services (like university payments and FX tools) that deepen customer relationships and operational efficiency.

Western Union

Hikmet Ersek

CEO