The Impact
Increased Efficiency and Cost Savings
The unified Salesforce org has significantly reduced operational costs, enhanced cross-regional collaboration, and accelerated the implementation of new features. Western Union’s sales teams, across 14 countries, now benefit from a standardised system that reduces administrative overhead and boosts sales efficiency. By allowing the retirement of legacy systems, the solution has also saved on licence costs and improved time-to-market for new functionalities.
“Adapt IQ delivered everything we needed within the set budget, ensuring we achieved the desired results without compromising on quality.”
Tim Keane, Western Union
About Western Union
Western Union is a global leader in financial services, facilitating millions of cross-border transactions each year. As the organisation grew, so did the complexity of its Salesforce systems. With multiple organisational structures across regions, inefficiencies, and operational silos, they emerged, impacting productivity.
The Background
For the past four years, Adapt IQ has been a trusted partner to Western Union, delivering solutions that streamline operations and foster global collaboration. One key achievement was the merging of the EU and US Salesforce platform into a unified Network Salesforce Platform, seamlessly integrating downstream systems to improve operational efficiency.
Before COVID the agent enrolment process was very paper-based, but during the pandemic Western Union adopted a digital approach to the enrolment process enabling prospective agents to complete and upload documentation electronically. The operating efficiencies introduced by the new approach has established a significant focus on the onboarding of new countries into the PSD enrolment system, including Austria, Italy, Benelux, Nordics and others, with Portugal soon to follow. Adapt IQ has also played a pivotal role in migrating seven countries and executing essential Western Union Know Your Agent ‘KYA’ version updates. Beyond these technical milestones, we have provided managed services across the EU, ensuring Western Union receives continuous optimisation and support to meet their evolving needs.
We spoke to Tim Keane about the impact Adapt IQ has had on Western Union, and he shared his experience of working with the team.
The Challenge: Complex, Fragmented Systems
Before partnering with Adapt IQ, Western Union Bank operated with multiple Salesforce orgs-one for the EU and another for the US. This made collaboration challenging at times and slowed down key processes. As a global organisation, Western Union needed to be able to scale effectively, maintain a consistent sales practices across regions and lower costs.
Collaboration is a core value at Adapt IQ, and Tim reflected on this, saying:
“The real distinguishing factor when you choose someone to help deliver business results is the extent to which they are invested in the outcome, rather than simply billing you for the hours. Adapt IQ exemplified this with their outcome-focused approach, always putting our needs first.”
Tim Keane, Western Union
Disconnected Systems Across Departments
With teams working across Power Markets, Finance, Operations, Land, and more, data was siloed, making collaboration and shared insight difficult as the business scaled.
Inconsistent Workflows Between Teams
Each department had different ways of managing processes, which made it harder to share information and maintain consistency across the organisation.
Manual Processes Slowing Growth
Time-consuming admin tasks limited productivity and made it harder for teams to focus on high-impact work or scale efficiently.
Lack of Real-Time Visibility
Without a central system, teams had to rely on updates from others, creating delays, communication gaps, and duplicated effort.
Need for Scalable, Adaptable Infrastructure
As Lightsource BP expanded, they needed a platform that could evolve quickly, support rapid rollout of new processes, and flex with business demands.
The Solution: A Unified Salesforce Ecosystem
The Adapt IQ Solution
Adapt IQ consolidated Western Union’s Salesforce orgs into a single, unified system. This move streamlined operations across Europe, the US, and beyond, enabling cross-regional collaboration, better resource allocation, and greater scalability. In addition to the successful org merger, Adapt IQ has also rolled out projects to improve sales efficiency in EU including the onboarding of countries like Austria, Italy, and France into the PSD system.
With any large project, challenges arise. However, Adapt IQ remains committed to finding solutions that best suit our clients. Tim shared:
“Whenever issues arose, as they do in every project, Adapt IQ's team demonstrated remarkable problem-solving skills. They were fully committed to delivering the required results within the agreed timeframes and quality standards.”
Tim Keane, Western Union
Salesforce Platform Built for Cross-Department Collaboration
Adapt IQ designed and implemented a unified Salesforce system that supports Power Markets, Finance, Operations, Land, and more, all within one central platform.
Custom Workflows for Every Business Unit
Each team operates with tailored fields, processes, and data structures inside Salesforce, ensuring the system reflects how they actually work.
Partnership and Flexibility
At Adapt IQ, we believe in being an extension of our clients’ teams, ensuring we work collaboratively to deliver what matters most. Tim noted:
“Adapt IQ has been a true partner. When issues were caused by us, they were ready to share some of the risk. Their agility and commitment to delivering the expected results were unmatched.”
Tim Keane, Western Union
Looking Ahead
Adapt IQ continues to be a strategic partner, providing ongoing managed services and optimisations to ensure Western Union’s Salesforce ecosystem remains robust, agile, and aligned with their future needs.
"We’ve consistently returned to Adapt IQ for our projects because they’ve consistently performed. They may be a boutique agency, but they’ve repeatedly proven that they can deliver niche solutions on time and with a level of client engagement that’s hard to find elsewhere."
Tim Keane, Western Union
100
%
Departments Now Connected on one Platform
Salesforce now connects all core departments in one central platform.
1 Week
To deliver a working Salesforce demo
Adapt IQ launched a live demo in just seven days, accelerating adoption and proving immediate value to teams across the business.
0%
Manual spreadsheets needed for reporting
With centralised data in Salesforce, teams now generate audit-ready reports and stay compliant without fragmented tools or manual processes.
The Impact
The Impact
The Salesforce solution delivered by Adapt IQ has transformed how Lightsource BP operates, breaking down data silos, automating manual tasks, and uniting teams across departments. With centralised reporting, streamlined workflows, and faster collaboration, the business is now more agile, efficient, and equipped to scale. This future-ready platform empowers Lightsource BP to lead the global energy transition with confidence, supporting their mission to deliver clean, affordable energy at scale.
Centralised Reporting and Compliance
All departments now feed into one CRM, enabling accurate, up-to-date reporting and seamless compliance with BP’s regulatory standards.
Reduced Admin Through Automation
Manual processes have been replaced with automated workflows, freeing up time and allowing teams to focus on strategic, high-impact work.
Stronger Collaboration Across Departments
Teams like Power Markets, Structured Finance, and Community Engagement now share data easily, improving communication and speeding up decision-making.
Western Union on working with Adapt IQ
Client-Centric Engagement:
“The really distinguishing factor when you choose somebody to help you deliver expected business results is the extent to which they are invested in the outcome, rather than just billing you for the hours. Adapt IQ exemplified this with their outcome-focused engagement, ensuring that our needs were prioritized over everything else.”
Problem-Solving Attitude:
“Whenever there were problems, as there always are on every project, Adapt IQ’s team exhibited a remarkable attitude and engagement. They were fully committed to bringing about the required level of client satisfaction, ensuring results were delivered within the agreed timeframes and quality.”
Partnership and Flexibility
“They’ve been a good partner. When there were issues of our making, they were ready to share some of the risk and reward. Their level of agility and demonstrated willingness to do what it took to deliver the expected business results was exemplary.”
Value for Money
“Adapt IQ delivered everything we asked for within the set budget, ensuring that we got the results we needed without compromising on quality.”
Long-Term Relationship
“We’ve consistently gone back to Adapt IQ for our projects because they’ve consistently performed. They may be a boutique agency, but they’ve proven time and again that they can deliver niche solutions on time and with a level of client engagement that’s hard to find elsewhere.”
