PHILIPPINE fiber broadband provider Converge ICT Solutions Inc. has partnered with Salesforce, a global customer relationship management platform, to further elevate the customer experience through the use of intelligent and cloud-based solutions.
“We want our customers to have a simplified and personalized experience that is most convenient to them for their social media digital interactions, which are resolved through CXP Agents supported by API-led connectivity,” said Ulysses Naguit, chief information officer. “This provides a common set of customer data across systems, and through this partnership with Salesforce, we have a better view into how our customers engage and what they prefer.”
Converge has leveraged its partnership with Salesforce to deploy solutions that continuously listen, know and engage their customers across various social media channels.
“Transformation of the customer journey is key to keeping our nearly 2 million subscribers happy with Converge,” said Albert Santos, chief customer experience officer at Converge. “We want to keep serving customer needs with the best solutions available in the market that leverage data-driven insight.”
To enable these solutions, Converge engaged the Salesforce Professional Services team to help realize its vision to become a customer-first company. For long-term success, this is being done using a platform-first approach — utilizing out-of-the-box processes for simplicity and ease of maintenance.
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This customer service revamp was put in place as Converge continues to grow its subscriber base nationwide. Now with multiple customer touch points — including a growing network of business centers — Converge deploys these IT solutions to ensure that whichever avenue the customer chooses to reach them quality customer care is given.
“We’re implementing a data-driven and technology-enabled approach to take care of our customers, and Salesforce helps us to do this,” said Benjamin Azada, Converge chief strategy officer. “We are able to respond quicker, smarter, and more intuitively to customer concerns particularly in social media.”
“In today’s connected world, it is challenging to keep up with customers’ rising expectations, but this is where technology could come in,” said Amit Suxena, area vice president for Sales, Salesforce Asean. “By automating the process, removing complexities and providing data-driven insights, brands could focus on proactively delighting their customers instead of reacting.”