Globe Business, the enterprise arm of Globe Telecom in the Philippines, is leveraging the power of Salesforce’s deeply unified platform.
The collaboration aims to deliver personalised insights and recommendations throughout the entire customer experience journey, from acquiring new customers to providing customer support.
Following the adoption of a comprehensive suite of solutions, Salesforce has helped Globe Business reduce its overall customer service workload by 34 percent. This frees up employees to focus on more complex, high-value customer interactions.
Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform, to equip its sales teams in the field with instant access to critical, specific, and relevant customer data, enabling them to better understand, anticipate, and address customer needs.
Harnessing automation and AI, Globe Business has reduced the volume of manual tasks. This allows its employees to deliver faster, more effective, and personalised support to their customers.
Customer service representatives are also leveraging generative AI capabilities embedded in the platform to respond to emails and request more information to classify and assign cases accurately.
Following the deployment, Globe Business was able to reduce the volume of customer support tickets by 28% by eliminating duplicate cases in the system, lowering the manual workload of its technical support services team by 34%. Also, 80% of cases are now accurately classified by intent — what the customer is seeking help for.
“We will continue transforming with AI to deliver exceptional and personalised experiences,” said KD Dizon, head of Globe Business. “Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business.”
Abraham Cuevas, Salesforce regional VP and country manager in the Philippines, said that customer expectations in the telecommunications industry have never been higher, especially in the areas of speed and service quality.
