PLDT transforms from traditional telco to digital disruptor with Salesforce
PLDT is spearheading a revolution in the Philippines telecoms market with its pivot towards digital services. Its push into customer-relevant, game-changing solutions like big data analytics, machine-to-machine and Internet of Things is a bold move for the business which has a rich history as the Philippines’ first and largest telecommunications/ICT company.
“As a traditional telco, we knew we had to transform the business and that digital was the way forward. Now a few years later, we’re shaping the future of the industry and giving customers access to leading edge technologies,” said Eric Alberto, EVP, PLDT Group Chief Revenue Officer.
Through smart acquisitions and leading innovations, PLDT is already leaps and bounds ahead of the competition. And while it continues to charge ahead with building its digital capability, it’s also transforming its internal operations and customer engagement with Salesforce.
The Salesforce Customer Success Platform was the only solution for PLDT as it sought a platform that would give its people the power to engage, manage and collaborate more effectively and celebrate success. It also wanted to transform relationship managers into trusted experts who could inspire customers to challenge the status quo and adopt new digital technologies.
The Platform has initially been rolled out to PLDT’s Enterprise and SME teams, replacing spreadsheets with rich, real-time data and dashboards. Visibility and pipeline management has improved along with the dialogue between sales staff and management. They now come together to focus on future results rather than reporting, with data insights from Salesforce informing new strategies for success.
Data driving deeper customer engagement
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