Meralco to reinforce customer service on ‘digital platform’

By Myrna M. Velasco – November 3, 2017, 10:00 PM
from Manila Bulletin

Power utility giant Manila Electric Company (Meralco) will get into the “app-y preferences” of electricity consumers, with it reinforcing customer service on a digital platform.

Meralco President Oscar S. Reyes said the utility firm will be enhancing its “customer-centric” approaches by “making sure that service to the customer will be at its highest on reliability and efficiency as well as on ease of doing business.”

He stressed that the company will be “investing handsomely on putting out customer service on digital platforms because that’s how new customers have been relating. Everybody is now into the digital space.”

Since last year, the company has been working on its suite of “digital transformation marketing tools and solutions,” including its: “I Join” that shall enable customers to start and track their applications online; “I Pay” which digitizes the utility firm’s billing system and enhances capacity of online payments; “I Ask” that unlocks self-service knowledge database for customers and will also allow them to chat directly with a live agent; and “I Need Repair” that sets competence for Meralco to inform its customers on power outages and restoration via short messaging system, electronic mails or push messages.

With these new offers, the company noted that it would be able to meet its changing customer needs by opening new digital channels, “providing more information and insights and offering more innovative products and services.”