Converge ICT Solutions Inc. said Thursday it teamed up with Salesforce, a global customer relationship management platform, to further elevate customer experience through the use of intelligent and cloud-based solutions.
“We want our customers to have a simplified and personalized experience that is most convenient to them for their social media digital interactions which are resolved through CXP Agents supported by API-led connectivity. This provides a common set of customer data across systems, and through this partnership with Salesforce, we have a better view into how our customers engage and what they prefer,” Converge ICT chief information officer Ulysses Naguit said.
Converge leveraged its partnership with Salesforce to deploy solutions that continuously listen, know and engage customers across various social media channels.
”Transformation of the customer journey is key to keeping our nearly 2 million subscribers happy with Converge. We want to keep serving customer needs with the best solutions available in the market that leverage data-driven insight,” said Converge ICT chief customer experience officer Albert Santos.
Converge engaged the Salesforce Professional Services team to help realize its vision to become a customer-first company. For long-term success, this is being done using a platform first approach—utilizing out-of-the-box processes for simplicity and ease of maintenance.
The customer service revamp was put in place as Converge continues to grow its subscriber base nationwide. Now with multiple customer touch points—including a growing network of business centers—Converge deploys these IT solutions to ensure whichever avenue the customer chooses to reach them, quality customer care is given.
“In today’s connected world, it is challenging to keep up with customers’ rising expectations but this is where technology can come in. By automating the process, removing complexities and providing data-driven insights, brands can focus on proactively delighting their customers instead of reacting,” said Salesforce ASEAN area vice president for sales Amit Suxena.
