Smart Communications Inc. (Smart), the wireless communications and digital services subsidiary of PLDT, is working to launch a unified digital storefront to provide over 50 million prepaid and postpaid subscribers with an uninterrupted online experience.
This new platform will allow customers to complete transactions including purchasing devices, renewing plans, and porting mobile numbers.
Currently, customers have to visit the store physically.
The telco will also introduce AI-driven recommendations to help users choose the most suitable plans based on individual needs.
It has selected Salesforce Commerce Cloud to unify digital storefronts and MuleSoft to enable data integration across internal and third-party systems.
Smart & PLDT, FVP and head of IT and transformation office, Gilbert Gaw, said leveraging Salesforce Commerce Cloud’s architecture and omnichannel features, the company is creating an intuitive platform.
This will empower customers with convenience and access to the full suite of products and services, Gaw said.
This initiative will not only elevate customer satisfaction but also fuel business growth by enabling continuous innovation, he added.
The project, led by Salesforce Professional Services.
Enhance order management and fulfillment
Smart currently uses Salesforce’s Service Cloud and Marketing Cloud to drive its digital transformation and serve evolving customer needs.
By integrating Commerce Cloud, Smart will be able to enhance order management and fulfillment for a better customer experience.
This will help drive revenue growth and customer retention.
Smart is also exploring extending this unified digital storefront platform to its enterprise segment.
Salesforce regional vice president and country manager, Philippines, Abraham Cuevas, said the company is working to empower Smart with a modern, AI-ready platform that will enable the telco to connect with its customers in a personalised and engaging way.
This transformation will not only streamline e-commerce operations but help them to be ready in the Philippines’ competitive telecommunications landscape, Cuevas said.
