This is a short transcript of a YouTube video featuring Western Union leaders discussing the emotional impact of remittances, the company’s customer-centric culture, and how they leverage Salesforce technology to connect with and better serve migrants and other customers worldwide. Speakers emphasize remittances’ scale and purposes (education and healthcare), the company’s global reach, and the role of Salesforce as an organizational glue for analytics, product development, and customer memory.
Chapters
Before I started Western Union I was a customer, I'm a migrant and I could feel what that means to send money to my father. My father took the money, paid his, you know, doctor bills, he went to the pharmacy, bought his medicine and that impact was enormous. You know, my father brought me all the way and then it's the time that giving back and exactly the same thing, the customers feel like that. You have to understand that there is almost $600 billion sent yearly between countries. The number one reason why people send back money is education. They leave their countries and they want that their children have a better life than they have it. It's not a transaction what you do. It's a very emotional moment. You can't break that trust.
When you think back really at the foundations of Western Union, it's an organization that's connected people around the world using technology. It's been doing that for 160 plus years. And really the biggest transformation that we're making today is how we shift from this notion of managing customer to one where we're truly partnering with them and they see us that way.
Our number one goal is customer centricity. In fact, it's a cultural mandate for us as a company.
You can't tell the customer. You have to buy that product. You have to understand the needs and design your products or service to the needs of the customer.
Getting to know them means more than the dialogue. It means really becoming connected. And that's how we think about Salesforce. It really acts as our own internal organizational glue.
You can't do it yourself. You need really experts.
We have to move fast with capabilities in mobile, around the globe, in multiple languages, in different territories.
We have 50 500,000 locations, 1 million indirect employees, 80 offices worldwide. Does salesforce.com help us to monitoring what are we doing, what's the changes, what the voice of the customer is, what the next marketing strategies are.
We're using the development and platform capabilities to build new products fast. You know, to have a mobile capability and remote village and have that user use the application is really exciting.
Maui we are sending money in 29 transactions every second, anywhere worldwide.
From an analytics perspective, we use Salesforce to help us understand our customers needs and trends. This is the first time I really felt like the technology and the innovation we're working on make a difference in people's lives.
It's very important that you have the customer relationship because one thing is clear, customers don't forget.
We really think about how we establish this dialogue that is a one on one dialogue. And Salesforce plays a central role in keeping memory of that customer.
In a world which is very complex, very regulated, predictable in the future, it's hard.
What you thought was true yesterday no longer holds tomorrow.
But being there with a partner like Salesforce.com helped us a lot.
We have a very close relationship where we're innovating together and innovating for our customers.
It's extremely powerful to see that change happening. And having a tool like salesforce.com helped us connect to the needs of the customer in one platform, in one brand, with one message. Moving money for better. It.
