The world’s number one customer relationship management (CRM) platform company, Salesforce, cited Meralco Online for its achievements and service to customers.
Salesforce Asia Regional vice president Jess O’Reilly said: “Meralco Online is our most ambitious project in Asia, which traced customer journeys and their pain points, and made it simple, fast, and convenient to be a Meralco customer. We in Salesforce are very proud of this project, with a huge cross functional team achieving this in 19 months, one of the fastest we’ve seen globally.”
Meralco Online allows its customers to view and pay bills, report outages, and get alerts on their bills, payments, and outages. It is one-stop shop accessible through www.meralco.com.ph or its app available free for download via the Apple Store and Google Play Store.
With the service, the performance of Meralco Online is monitored in real time, including transactions being made. A month into its launch, it registered over 40,000 customers, and over 7,300 payments worth PHP 23 million pesos. The app was also rated very highly, and was in the top 10 utility apps in the world on the app marketplaces.
Alfredo S. Panlilio, Meralco senior vice president for Customer Retail Services and Corporate and Communications said: “This is part of Meralco’s digital transformation and our pledge to customers to serve them better, allowing them to have access to their account anytime, anywhere,” he said. “This version we just launched is our first attempt, and we will continue to improve on it as we get feedback.”
Gavin Barfield, chief technology advisor of Meralco, explained that Meralco is leading the way implementing cutting edge cloud-based systems in the country. He said: “we plan to add more functionalities including field services and artificial intelligence, as we leverage off the capabilities of the Salesforce platform to create a truly digital customer experience.”