Smart Communications Inc. (Smart), the mobile services arm of PLDT, Inc., is teaming up with Salesforce to implement Commerce Cloud. This partnership will create a unified digital storefront for over 50 million subscribers across both prepaid and postpaid plans in the Philippines.
“This transformation will not only streamline their e-commerce operations but also position them for continued success in the Philippines’ competitive telecommunications landscape,” Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce, said.
AI-powered digital experiences
Smart will also utilise Salesforce AI solutions to recommend the most suitable plans for customers based on their specific needs, utilising MuleSoft to facilitate seamless data integration across internal and third-party systems.
Salesforce’s Professional Services team is working hand-in-hand with Smart to ensure end-to-end delivery and seamless implementation. Their expertise is instrumental in enabling customers to complete online transactions that previously required in-person visits to physical stores. These transactions include purchasing new devices, applications, and renewals of phone plans, as well as porting mobile numbers, among others.
The storefront’s cloud-based architecture helps provide improved scalability and reliability, while a mobile-first design supports omnichannel experiences.
Smart also utilises Service Cloud and Marketing Cloud, integrated with Commerce Cloud, to accelerate order management and fulfilment. Smart is also exploring the extension of this unified digital storefront platform to its enterprise segment.
Gilbert Gaw, FVP and head of IT and Transformation Office, Smart & PLDT, said, “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.”
