How Western Union navigated the choice to change suppliers
Switching loyalty suppliers is a frightening journey for any model and the effort and time required can simply invite venture deferral or outright procrastination. The undesirable result’s that call makers are likely to reside with outdated platforms longer than mandatory.
A troublesome integration can affect the client expertise and price corporations clients if the transition is difficult, knowledge is misplaced, or different issues ensue. The worst case is that belief between the client and model will be damaged.
Internally, corporations can face a wide range of obstacles throughout large-scale implementations reminiscent of interdepartmental conflicts with competing priorities or not having the experience to make use of buyer knowledge advantageously and successfully. However with legacy purposes usually poorly understood or not totally documented, many corporations understand it might be time to take the leap, particularly in the event that they wish to keep on high of tendencies and preserve clients engaged. Little doubt that it’s a troublesome and dangerous resolution to make.
Monetary companies big, Western Union, not too long ago switched its loyalty platform to a brand new supplier. Nonetheless, the search to alter platforms for its MyWU program to a extra modernized engine that would handle all its considerations was an unlimited activity. The method wanted to be fast and seamless, however the revamp and improve for the framework together with time and price range on the backend additionally wanted to be stored high of thoughts.
Enter Loyalty Strategies, a supplier of large-scale CX options. Loyalty Strategies provides a real-time, cloud-based, multi-channel, scalable loyalty engagement platform appropriately titled, ReactorCX (RCX).
“The platform allows entrepreneurs to be extra agile, extra customer-driven and extra progressive in delivering quick and frictionless, end-consumer experiences for our shopper’s clients,” says Andy Floresca, Loyalty Strategies’ Director of Advertising.
Hardly any downtime. Zero knowledge loss.
“We wanted a extra sturdy platform that might allow us to get a view of our clients end-to-end,” says Lucy Donaldson, Western Union’s Head of Monetary Ecosystems, Crypto, Loyalty & MarTech/AdTech. “We wanted it to be fast and simple to suit into our ongoing work to modernize and enhance our buyer expertise.”
Loyalty Strategies promised Western Union simply that with RCX.
“The venture was executed with none system outage or affect to their clients through the rollout,” says Floresca. “A essential profit we now have towards opponents is RCX’s real-time flexibility and scalability.”
By the use of the Threadsync supply technique, Loyalty Strategies’ RCX was in a position to ship all of the required and mandatory historic and present transactional knowledge, which is moved in real-time safely with none errors or knowledge loss.
“The microservices-based structure is auto-scalable and may match fluctuations in transaction processing volumes,” he says.
For corporations like Western Union, holding long-term progress in thoughts, or for people who provide short-term promotions, particular provides or gross sales that may see a big flux in site visitors, RCX rapidly scales to satisfy demand seamlessly, holding knowledge intact with little to no downtime.
Flexibility. Customization. Personalization.
The aptitude for the platform to evolve as Western Union expanded and prolonged the MyWU program and the longer term technique propositions throughout the Western Union ecosystem was crucial when contemplating a change in loyalty suppliers.
“We wanted a platform that could possibly be versatile and adapt simply to a altering program construction and be certain that we may simply and seamlessly add parts to any program with out quite a lot of technical debt and overhead,” says Harveer Singh, Chief Knowledge Architect and Head of Engineering at Western Union.
Loyalty Strategies’ RCX engine separates itself from conventional platforms with its inherent real-time processing energy together with the flexibleness to customise and personalize.
“Loyalty Strategies’ RCX provides customers the power to configure level guidelines, tiers and currencies, in addition to eligibility standards to create well-defined promotions and loyalty reductions,” says Floresca.
“We [also] wanted a vendor with the flexibleness to satisfy our world integration necessities and our aggressive help degree agreements (SLA’s),” says Singh. RCX delivers simply that.
A program in a single nation with the flexibleness to be supplied throughout a set of nations was regarding for Western Union. The pliability with Loyalty Strategies’ RCX in configuring program guidelines for the totally different regulatory necessities for the 33 nations around the globe was extraordinarily essential.
“We’ve got that flexibility in configuring program guidelines for the totally different regulatory necessities across the globe,” says Floresca.
With Loyalty Strategies’ spectacular shopper base, together with considered one of their largest clients, 7Eleven, Western Union was impressed with the upkeep and consistency of real-time experiences RCX offers to the convenience-store chain.
“The SLAs we keep and the constant real-time expertise we provide to our largest buyer, 7Eleven, has all the time met or exceeded their necessities,” says Floresca, which was a successful issue with Western Union. The loyalty RCX resolution will get the job executed with real-time experiences with a wide range of knowledge capabilities and personalization’s providing alternatives to maximise companies to the MyWU finish client.”
The core options with Loyalty Strategies’ Reactor CX platform embody the progressive real-time loyalty engine, sturdy rewards and provides, preferences, personalization, a member-care portal, and a complete set of analytics.
Total, taking the leap to change platforms resulted in an incredible partnership between Loyalty Strategies and Western Union that helps end-to-end.
“We not solely have extra buyer visibility now, however a brand new technique that may assist expose the worth that RCX offers and the way in which it was meant,” says Donaldson. “Partnering with Loyalty Strategies to improve MyWU is a key milestone in our technique to study extra about what our clients count on from our loyalty program and guarantee we’re assembly these expectations. It permits Western Union to supply extra and higher added-value experiences and construct higher and deeper buyer relationships.”
