Philippines-based Smart Communications, the mobile services arm of PLDT, is implementing Commerce Cloud to create a unified digital storefront delivering a seamless and engaging experience for its more than 50 million subscribers across both prepaid and postpaid.
Smart will also use Salesforce AI solutions to recommend the right plans for customers depending on their needs, improving the customer experience.
The telco uses MuleSoft to enable seamless data integration across internal and third-party systems, delivering a connected customer journey across all touch points.
The project is driven by Salesforce’s Professional Services team, working with Smart to help ensure end-to-end delivery and seamless implementation. Once complete, Smart customers will be able to complete transactions online that previously required visits to physical stores, significantly enhancing convenience.
This includes the purchase of new devices, applications and renewals of phone plans, and porting of mobile numbers amongst other transactions. The storefront’s cloud-based architecture helps provide improved scalability and reliability while a mobile-first design supports omni-channel experiences.
By integrating Commerce Cloud, Smart will be able to accelerate order management and fulfillment for a better customer experience, efficiently driving revenue growth and customer retention. Smart is also exploring extending this unified digital storefront platform to its enterprise segment.
“Leveraging Salesforce Commerce Cloud’s robust architecture and omni-channel features, we are creating a seamless and intuitive platform that empowers our customers with greater convenience and access to our full suite of products and services,” said Gilbert Gaw, FVP and head of IT and Transformation Office, Smart & PLDT. “This initiative will not only elevate customer satisfaction but also fuel business growth by enabling continuous innovation.”
