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Customer Engagement

Western Union and Salesforce Transform Engagement with Customers at More Than 500,000 Western Union Agent Locations Globally

The Salesforce Customer Success Platform enables Western Union to get a 360-degree view of its customers, empowers 1-to-1 customer engagement and allo

The Salesforce Customer Success Platform enables Western Union to get a 360-degree view of its customers, empowers 1-to-1 customer engagement and allows the global payments firm to make smarter decisions

SAN FRANCISCO—DREAMFORCE 2015—September 16, 2015 — Salesforce [NYSE: CRM], the Customer Success Platform and world’s #1 CRM company, announced today that Western Union [NYSE: WU] is transforming engagement with customers — and its network of more than 500,000 agents — with Salesforce. Western Union is using the power of Sales Cloud, Community Cloud, Analytics Cloud and App Cloud to automate previously paper-based processes, which has reduced the time needed to onboard a new agent. In addition, custom apps built on App Cloud help Western Union agents comply with complex financial services regulations and provide them with access to the latest company marketing collateral. Commercial customers are able to use custom apps for credit management and transaction invoices, and business intelligence empowers Western Union to make critical business decisions through access to the vast amount of agent and location data.

“Speed, convenience and trust mean everything to our global customers, and that’s why we turned to Salesforce,” said John “David” Thompson, EVP, global operations and technology and CIO, Western Union. “Our customers need to move money nearly anywhere in the world in a matter of minutes–in a retail setting, online or with a mobile device. Salesforce powers this experience, regardless of the channel the customer selects, which is critical better understand client needs and build a 360-degree view of their relationships with Western Union.”

"Western Union is in the midst of an amazing transformation, expanding into new lines of service,” said Alex Dayon, president of products, Salesforce. "With Salesforce, Western Union has the platform to engage its network of more than 500,000 agents in more than 200 countries and connect 1-to-1 with customers through new experiences."

About Western Union
The Western Union Company (NYSE: WU) is a leader in global payment services. Together with its Vigo, Orlandi Valuta, Pago Facil and Western Union Business Solutions branded payment services, Western Union provides consumers and businesses with fast, reliable and convenient ways to send and receive money around the world, to send payments and to purchase money orders. As of June 30, 2015, the Western Union, Vigo and Orlandi Valuta branded services were offered through a combined network of over 500,000 agent locations in 200 countries and territories and over 100,000 ATMs and kiosks, and included the capability to send money to millions of bank accounts. In 2014, The Western Union Company completed 255 million consumer-to-consumer transactions worldwide, moving $85 billion of principal between consumers, and 484 million business payments. For more information, visit

About Salesforce

Salesforce empowers companies of every size and industry to connect with their customers in a whole new way through the power of AI + data + CRM. For more information about Salesforce (NYSE: CRM), visit:

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit, or call 1-800-NO-SOFTWARE.


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