Salesforce, a global leader in AI-powered customer relationship tools, has teamed up with Smart Communications, the mobile unit of PLDT, to create a single e-commerce website that gives customers a smarter, AI-driven online experience.
In a statement on Tuesday, the two companies said they will use Salesforce’s Commerce Cloud to build a single online store. This will give over 50 million prepaid and postpaid Smart subscribers a smooth and easy shopping experience.
Smart will also use Salesforce’s AI tools to suggest the best mobile plans for each customer based on their needs, making the experience more personalized and helpful.
The company is also using MuleSoft to smoothly connect data from its systems and outside partners so customers get a consistent and connected experience at every step.
Salesforce’s Professional Services team is leading the project and working closely with Smart to make sure everything runs smoothly from start to finish.
Once it’s done, Smart customers will be able to do many things online that used to require a trip to a store—like buying new phones and apps, renewing their plans, or switching mobile numbers.
The new online store is built on the cloud, which makes it more reliable and easier to scale. It’s also designed mainly for mobile so that customers can have a smooth experience across different devices and platforms.
Smart also uses Salesforce’s Service Cloud and Marketing Cloud to support its digital growth and keep up with changing customer needs.
With the addition of Commerce Cloud, Smart will be able to speed up order processing and delivery, giving customers a better overall experience. This will also help the company grow its revenue and keep more customers. Smart is also thinking about offering this new online platform to its business clients in the future.
“This partnership with Salesforce is a big step forward in our digital transformation,” said Gilbert Gaw, First Vice President and Head of IT and Transformation at Smart & PLDT.
“By using Salesforce Commerce Cloud’s strong system and multi-channel features, we’re building a smooth and easy-to-use platform that gives our customers more convenience and better access to all our products and services.”
“This initiative will not only elevate customer satisfaction but also fuel business growth by enabling continuous innovation,” he added.
“A recognized leader in the Philippines’ dynamic telecommunications sector, Smart has an unwavering commitment to innovation and customer-centricity,” said Abraham Cuevas, Regional Vice President and Country Manager, Philippines, Salesforce.
“We are excited to empower Smart with a modern AI-ready platform that will enable them to connect with their customers in a more personalized and engaging way.
“This transformation will not only streamline their e-commerce operations but also position them for continued success in the Philippines’ competitive telecommunications landscape,” he added.
Smart is a fully owned mobile and digital services company under PLDT, Inc., which is the largest and only full-service telecom company in the Philippines.
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