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Published November 12th 2014

MoneyGram: Leading the Way with a Social Media Command Center

MoneyGram International has been meeting customers’ financial needs since 1940.

Today MoneyGram is the second-largest money transfer company in the world with $1.5 billion in annual revenues, and now offers services at more than 347,000 agent locations in more than 200 countries.

MoneyGram fully believes in exceptional consumer experience being integral to their continued success.

With customers at the heart and center of everything they do, MoneyGram’s increased focus on social places the benefit of their customers as the first and foremost priority.


 “With the extensive presence of social media, there are multitudes of conversations occurring at any time about the MoneyGram brand…”

 

Juan Agualimpia – MoneyGram’s Chief Marketing Officer and EVP, Latin America and Caribbean.


Engaging with customers clearly and quickly on social can be problematic when there are multiple time zones, countries and languages involved.

Moneygram needed a way to make complex social data accessible to inform top-level business decisions. They needed the data to be visual, simple, and real time.

They needed a social media command center.

download the full case study

Brandwatch Vizia

Pioneering brands like MoneyGram are embedding Vizia into the very heart of their business strategy, making social data visible and actionable in corporate headquarters, marketing departments and board rooms worldwide.

Vizia’s customizable displays can be broadcast on any screen – including on smartphones and tablets – and are controlled remotely, allowing your data to be displayed in multiple locations.

MoneyGram’s Command Center, featuring data and visuals powered by Brandwatch Vizia, contains multiple scenes – each displaying real-time information on a variety of social media metrics.

The bright, intuitive, on-screen graphics allow MoneyGram’s data analysts and other business functions to check in at any time and see exactly what people are talking about online, around the world.


“The MoneyGram Command Center provides our team with a holistic view on what customers are saying about MoneyGram and monitors questions or concerns so that we can respond quickly.”

 

Lindsay Conant – MoneyGram’s Senior Manager of Social Care and Digital Marketing Analytics


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A commitment to offering the best to customers

The MoneyGram Command Center is the first of its kind in the industry.

Located at the company’s Dallas headquarters, the Command Center offers insight into customer needs by monitoring and analyzing online comments in real time.

MoneyGram worked with the social media command center experts at Ideacage to design and install the center, and information and visuals powered by Vizia allows MoneyGram’s team of data analysts to view and analyze the data, benefiting customers worldwide.


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Looking to the future

The Command Center is an important step toward achieving MoneyGram’s vision of providing consumers with innovative options for moving money.

Earlier this year, MoneyGram announced its goal to generate 15% to 20% of money transfer revenue from self-service channels in 2017. To reach this objective, the company will expand self-service to more markets, implement user enhancements, improve back-end processes and market more aggressively in self-service channels.

The new command center will support these initiatives as more consumers turn to online, kiosk, and other self-service options.


We’re focused on understanding the voice of the customer, connecting with all of our local markets and bringing the online world into the day-to-day business  operations. The MoneyGram Command Center has helped us achieved all of these goals.”

 

Lindsay Conant – MoneyGram’s Senior Manager of Social Care and Digital Marketing Analytics


The command center is another example of MoneyGram’s commitment to investing in technology that enhances customer experience.

Become a truly cutting edge brand with Brandwatch Vizia. Get in touch to find out more, or read the full case study by clicking below.

download the full case study

Now you know.


 

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