The Customer is a leading global remittance service provider in U.S.A. and an industry leader in global money transfer with approximately 550,000 Agent locations in 200 countries and territories.
Customer provides comprehensive money transfer services to its partners across the globe. These services can be availed through various service channels such as POS, ATM, WEB, Mobile, Kiosk, Retail Agents
Partners need to develop an application and integrate with the customer and consume the money transfer services.
Each partner was being supported by the Operations team of the respective region with no defined process
Customer wanted to define and standardize the process of providing partner integration support and also to certify the integrations before going live
The customer collaborated with Opus to leverage its experience with productizing service needs, with focus on seamless implementations across countries.
A six-gated process depicted below was suggested and followed for the Partner Integration projects. This helped standardize the process and apply the knowledge gained in subsequent integration projects.
A separate team was deployed to support and help the partner teams for the integration and also to test and certify the integration. Sub-teams were created to handle the support across different time zones.
Reduced and more predictable time to market for Western Union
200+ partner integration projects completed in past 5 years
Independent verification and certification of solution
Faster resolution of technical issues
Quick ramp-up of resources based on need as demonstrated for the special compliance program
110+ Partners launched in 3 years
The number of launches per year accelerated from 3 in 2010, 9 in 2011 to 56 in 2012
Time to market reduced to 6 months from over a year
US Bank, Qatar National Bank, Kenya Commercial Bank, State Bank of India, Maritime Bank, Citi are some of the banking partners integrated
Riteaid, Airpak, Lottomatica, Payomatic, Elektra, Caribee Express are some of the Retail partners integrated
Vodacom, Ericsson, Tigo, MTN, Gemalto are some of the Mobile Network Operators integrated
Ability to quickly ramp-up resources demonstrated for a compliance program