Philippine telco Smart Communications announced on Tuesday it is partnering with Salesforce to create an unified, AI-powered digital storefront for its e-commerce site to improve the customer experience.
Under the partnership, Smart will implement Salesforce’s Commerce Cloud to create the storefront, which it says will provide a “seamless and engaging experience” for its more than 50 million prepaid and postpaid subscribers. Smart will also use Salesforce AI solutions to recommend the right plans for customers depending on their needs.
Smart said that integrating Commerce Cloud will enable it to accelerate order management and fulfilment for a better customer experience, efficiently driving revenue growth and customer retention.
Once the integration is complete, Smart customers will be able to complete transactions online that previously required visits to physical stores, including purchase of new devices, applications and renewals of phone plans, and porting of mobile numbers.
Meanwhile, the storefront’s cloud-based architecture helps provide improved scalability and reliability while a mobile-first design supports omni-channel experiences, said Gilbert Gaw, FVP and head of IT and transformation at Smart and PLDT.
“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,” he said in a joint statement.
Abraham Cuevas, regional VP and Philippines country manager for Salesforce, said the project would “not only streamline their e-commerce operations but also position them for continued success in the Philippines’ competitive telecommunications landscape.”
Smart added it is also looking at ways to extend the resulting unified digital storefront platform to its enterprise segment.
