Case Study: Western Union achieves 24/7 multilingual call center support with Slalom's Salesforce Service Cloud solution

Western Union - Customer Case Study

Slalom worked with Western Union, which needed a modern call center solution to replace its legacy platform. The challenge was to provide robust, 24/7 customer support on a global scale for a critical area of their business.

Slalom implemented a Salesforce Service Cloud solution, developing it for 5,000 users across 20 call centers in just six months. The results were significant: Western Union fully retired its legacy system within a year, and the new solution slashed the average handle time for a high-volume call type by 65 percent within two months of launch.

Western Union

Michael Esquibel

Business Sponsor And VP of IT & Operations