1. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony & Terry (and how Ordior makes everyone a winner) A presentation on Ordior’s unified messaging for Western Union Presented on the 23 rd September 2005 at Western Union Offices Sydney to: Tasko Alcevski Director Head of Commercial Operations Oceania ASIA Pacific Contact Centres Western Union Financial Services (Australia) Pty. Ltd. Cliff Hurd Vice President Operations Western Union Financial Services (Australia) Pty. Ltd.

2. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony in London needs to send some money to his son, Terry in Sydney so he goes to his local Western Union office to arrange the transfer...

3. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. At the Western Union office the form says that he has a choice of ways to let Terry know when the funds have arrived in Sydney and are ready for collection …

4. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony can choose to have Western Union send his son an email message and/or an SMS and/or a fax and/or a voicemail message to his home phone or Terry’s mobile phone to let him know the money is ready to be collected...

5. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony knows his son is either on the internet or out and about so he chooses to send Terry an email message and an SMS to let him know the funds are ready for collection...

6. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Because it’s easy and inexpensive, Tony decides he’d also like to be notified when Terry has picked up the money so he picks the voicemail option...

7. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. A few hours later Terry in Sydney gets an email in his inbox and his mobile phone beeps to tell him he has an SMS – his money is ready for collection...

8. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. As soon as Terry has picked up the money his has Dad sent him, back in London Tony’s mobile phone rings and a very polite voice informs him that his transfer to Sydney has been collected …

9. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony and Terry are happy and so are Western Union because not only do they have two very satisfied customers, but Western Union have also made some extra money along the way …

10. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Later that same day, Tony’s phone rings and he’s thanked for using Western Union’s services by that same polite voice. He’s then asked if he could please rate Western Union’s service out of 10 for ease of use and general customer satisfaction...

11. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony picks 9 out of 10 as his rating of Western Union’s service. The voice thanks him for taking part in the survey and tells him he can win a new car if he uses Western Union again to make another transfer within the next 7 days. It also asks him if he’d like a reminder SMS to tell him the day before the 7 days is up...

12. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. Tony hits the number 1 on his mobile phone, agreeing to be in the promotion and have the SMS reminder sent to him.

13. © Ordior Pty Ltd 2005. The contents of this document are copyright and provided in commercial and confidence solely for the purposes of evaluation and appraisal. It is not to be reproduced or copied in any way without the express permission of the authors. With Ordior, everybody wins!