(Manila, Philippines - October 2020) To respond to the limitations of the lockdown but still ensure that they provide good service to their customers, Philippines AirAsia, Inc. tapped PLDT Enterprise in reconfiguring its customer support strategy.
Philippines AirAsia, Inc. fortified its partnership with PLDT Enterprise, with the latter providing managed Emergency Disaster Hotline services through its ICT arm ePLDT powered by CuroTeknika. The service aims to support a full online customer service delivery plan for Philippines AirAsia, Inc., with digital platforms becoming the main conduit for customers to reach the airline company for questions or complaints.
“Our partnership with PLDT enterprise is aimed at providing our AirAsia guests with enhanced digital solutions in our customer support channels. This is very timely and relevant, given the various quarantine announcements that we need to immediately share with our guests so that they can better prepare for their flight and gain quick feedback from us when needed,” shared Ricky Isla, President, and CEO of AirAsia Philippines.
With
the COVID-19 and quarantine measures in place, Philippines AirAsia, Inc. has
had to re-think its customer service strategies to ensure that they deliver
support as needed and when needed. ePLDT proceeded to provide the deployment
of its Emergency Disaster Hotline services, a converged Voice and Data solution
that provides a feature-rich, multi-channel Contact Center experience. It also
provides businesses with a dedicated, high-capacity, and fully redundant
solution specific to the company’s requirements.
The
Emergency Disaster Hotline services is powered by CuroTeknika, which delivers a suite of IT Support Services to help Philippines AirAsia, Inc. effectively
handle the diverse aspects of their customer service strategy.
“We
help businesses deliver consistent and distinctive customer interaction,
supporting in the administration of customer interaction platforms including
social media” said Jett Tinio, Chief Operating Officer of CuroTeknika. “The
services we’re providing Philippines AirAsia, Inc. ensure that their customer service team is equipped with the necessary technologies to enable them to respond
to customers’ inquiries in a timely manner.”
Philippines
AirAsia, Inc. and PLDT Enterprise have a longstanding partnership, with the
former having
previously availed of the group’s various fixed-line and wireless connectivity
services. To connect their sites and have optimum network communication, they
availed of multiple IPVPN lines. Through the IPVPN lines, their headquarters in
NAIA Terminal 3 is distributing PLDT iGate internet to its various regional
offices in the Philippines.
PLDT Enterprise is also strong on the wireless space being the primary mobile communications provider to the Philippines AirAsia, Inc. employees.
“Our enterprise customers have always come to us to support evolving business strategies and digital initiatives to respond to the changing demands of their operations,” shared Jovy Hernandez, ePLDT President & CEO, and SVP & Head for PLDT and Smart Enterprise Business Groups.
“We are grateful for the continuous trust that the Philippines AirAsia, Inc. has given to PLDT Enterprise group and they can always expect us to deliver the innovative services and solutions they need – both in normal and extraordinary times – to ensure that they, in turn, provide the highest quality service to their customers,” Hernandez concluded.
To know more, visit epldt.com.
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