MANILA — Salesforce, the world’s leading AI CRM, today announced that Globe Business, the enterprise arm of Globe Telecom Inc., a leading telecom and digital solutions provider in the Philippines, is leveraging the power of Salesforce’s deeply unified platform. The collaboration aims to deliver personalized insights and recommendations throughout the entire customer experience journey, from acquiring new customers to providing customer support.
Following the adoption of a comprehensive suite of solutions, including Service Cloud, Sales Cloud, and Einstein for Service, Salesforce has helped Globe Business reduce its overall customer service workload by 34 percent. This frees up employees to focus on more complex, high-value customer interactions.
Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform, to equip its sales teams in the field with instant access to critical, specific, and relevant customer data, enabling them to better understand, anticipate, and address customer needs.
Transforming customer service with service cloud and AI
Harnessing automation and AI, Globe Business has reduced the volume of manual tasks. This allows its employees to deliver faster, more effective, and personalized support to their customers.
With Service Cloud, Agentforce, and Einstein for Service, incoming emails from customers are automatically triaged and classified using AI and routed to the right team for resolution. Customer service representatives are also leveraging generative AI capabilities embedded in the platform to respond to emails and request more information to classify and assign cases accurately.
Following the deployment, Globe Business successfully reduced the volume of customer support tickets by 28 percent by eliminating duplicate cases in the system, lowering the manual workload of its technical support services team by 34 percent. A standout 80% of cases are now accurately classified by intent – what the customer is seeking help for.
“Salesforce has become a pivotal part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on truly understanding and connecting with our customers,” said KD Dizon, Head of Globe Business. “We will continue transforming with AI to deliver exceptional and personalized experiences. Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business.”
“Customer expectations in the telecommunications industry have never been higher, especially in the areas of speed and service quality. Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey. We are committed to empowering trailblazers like Globe Business with the AI advantage to shape the future of customer and business innovation,” said Abraham Cuevas, Regional Vice President and Country Manager, Philippines, Salesforce.
