Productizing a Service: Partner Integration Certification and Support for a Leading Global Remittance Service Provider
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.
Problem Statement
- 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
Solution
- The customer collaborated with Opus to leverage its experience with productizing service needs, with focus on seamless implementations across countries.
- Opus
- 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.
Customer Benefits
- 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