ACC:ESS November 2015

NOV 2015

THE OF F ICIAL PUBLIC AT IO N O F T H E P LD T G RO U P

acc:essnovemBER2015

05 28 In the intensely competitive atmosphere of the 21st century telco arena, the customers deserve the service that should

exceed their expectations. For 87 years now, PLDT has been living up to its tagline of changing lives.

The Company has reached out to its customers from various parts of the country and continuously offers its loyal and valuable service providing these customers quality communication facilities they truly deserve. Since 1928, PLDT has been a trustworthy partner of the Filipino people, connecting them with their loved ones here and around the world.

For the Company, its customers are its pride as it puts them in the list of its priorities – nurturing and sustaining all their communications needs. At 87, PLDT still changes lives.

our cover

regulars

01 From the Editor 01 Mailbag 08 Snapshots 23 The Bandwagoner 28 Life & Arts

news

02 2015 PLDT First Half Results Consolidated service revenues up by 1% 04 PLDT powers APEC meetings 05 MVP, ABAC lead awarding of PH SMEs at ASEAN SME Excellence Awards 06 PLDT, NTT Com to provide data center services in the country

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09 First MVP Media Bureau PR Summit Media practitioners strengthen alliances 10 PLDT completes nationwide IP-based network migration 13 Smart employees urged to become heroes for customers 17 Going beyond time: PLDT, bettering cities and delighting customers 18 PLDT@87 Making meaningful connections in the 21st century Cover Story 24 PLDT unveils newest state-ofthe-art Innolab in Subic

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ne of the most startling revelations to me in a learning program that I attended with other PLDT team leaders recently is that we don’t listen enough to our customers.

It seems that our actions are mostly driven by what our shareholders want or operations demand.

It seems that the voice of the customer gets drowned as we focus on our performance targets.

Before that, we raised fears about the “tanim-bala” modus operandi at the airports that led many travelers to resort to wrapping their luggages with clingy plastic.

We were miffed when President Aquino relegated the incidents as isolated cases based on the report that they only represented a very small percentage of all airport passengers.

Voice of customer

This is most unfortunate as we all know that we won’t have any business without our customer. To inspire us to re-focus on our customers, allow me to share some of my favorite quotations on customer service “Your customer doesn’t care how much you know until they know how much you care.” – American blogger Damon Richards “The customer experience is the next competitive battleground.” – Dell Computers CIO Jerry Gregoire “Being on par in terms of price and quality only gets you into the game.

Service wins the game.” – motivational speaker and best-selling author Tony Allesandra “Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” – British Airways VP Donald Porter “The customer’s perception is your reality. “– American talent development consultant Kate Zabriskie In the past weeks, we as a Filipino people had a lot to complain about. During APEC week, we ranted how ill-prepared the government was in hosting the APEC delegation from 21 countries as many of our countrymen got stuck for hours in traffic to give special lanes to the delegates and heads of state.

MAILBAG

A lawyer of one of the tanim-bala victims said it most sensibly, “Even just one case is one too many.”

That one victim could be overseas Filipina Gloria Ortinez who nearly lost her job in Hong Kong after her employer heard that she was involved in the airport racket. Or that woman who gave birth on the sidewalk after being caught in the APEC gridlock.

staffbox Mon R. lsberto Public Affairs Head EDITORIAL Butch G. Jimenez Editor Jay-Anne R. Encarnado Editor-in-Chief Sennen F. Lacsamana Managing Editor Olive O. Barrozo Literary Editor Adrian T. Elumba Katrina A. Mallari Sarah Azucena-Reodica Raymond C. Co Writers

Daniel G. Moratalla Jay F. Garcia Photographers

Indeed, every customer is important. For PLDT, our broadband services have become a necessity in many households.

When there’s a service interruption, we could cause a student to flunk a subject after he failed to see an assignment that his teacher sent via Facebook. For our mobile services, we could cause break-ups after an SMS got delayed that confirms a date.

Carlo D. Gonzalez Archibald P. Marajas Graphic Design

While these complaints may represent a very small percentage of our customers, let’s not reduce them to statistics. Let’s not fall into the same thinking that one cabinet secretary had in the tanim-bala scandal, saying that the actual number of cases was just 0.008% of the total number of passengers leaving the country every year.

CONTRIBUTORS Paul Edward Alvarez, Melvin Artugue, Cyril L. Bonabente,Ma. Teresa D. Borja, Laemar John V. Chavez, Danny Handayan, Nette A. Flores, April Kagaoan, Gloria C. Landicho, Elaine Marie A. Ong, Jeffrey S. Quilatan, Marjory C. Sy, Alice P. Tuazon, Dang Vista

Microsoft’s Bill Gates has this to say about customer complaints: “Your most unhappy customers are your greatest source of learning.”

So, let us listen to them and learn.

Annie O. Salazar Arnel N. Samson Circulation Nonong F. Noriega Columnist

ACC:ESS is published monthly by PLDT Media Division for employees and friends. Address all communications to: The Editor-in-Chief, ACC:ESS, Ramon Cojuangco Building, Makati Avenue, Makati City.

Telephones 810-3190 and 8168515.

Email: jrencarnado@pldt.com.ph http://issuu.com/pldtmedia

Jay-Anne R. Encarnado

Another satisfied customer expressed her gratitude commending South Quezon City Customer Service Operations Zone Senior Telecom Technician Erwin Rommel A. Cruz for his prompt and efficient action on her telephone concerns in a letter conveying subscriber on record Ma. Jesusa Ruby B. Madrasto’s satisfaction. “Mr. Cruz was very professional in dealing with our concern and was very prompt and efficient in handling our case,” said Madrasto. “May his tribe increase.” ************************************************************************************************* Through the Facebook account under the name of his wife Rona Francisco Dimapilis, customer Ryan Atienza Dimapilis thanked Las Pinas-Alabang Customer Service Operations Zone Senior Telecom Technician Glenn U. Galvez for a job well done. “Thank you so much for making it happen. A tap on his shoulder would be so great. PLDT needs hundreds or maybe thousands of Glen Galvezes to resolve such escalated case. Cheers to you Glen Galvez,” Dimapilis wrote.

“Extremely happy with the outcome. Can’t stop commending you with so much gratitude. Over reacting, I may be. But we are extremely happy and more than satisfied with the results.” CC:

Cruz

Galvez

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PLDT Regulatory Affairs Head Ray C. Espinosa, extreme left, stresses a point at the Q&A forum. Reacting lightly are, from left: PLDT Group Chairman Manuel V. Pangilinan, PLDT and Smart President and CEO Napoleon L. Nazareno and PLDT Group Chief Financial Officer Anabelle L. Chua.

2015 PLDT Nine Months Financial and Operating Results

Consolidated service revenues up by 1%

:: 3Q2015 consolidated service revenues up 1% quarter-on-quarter and year-on-year :: Excluding ILD/NLD revenues of P15.0 billion, year-to-date consolidated service revenues grew by 2% year-on-year, from P104.5 billion to P107.0 billion; otherwise, consolidated service revenues declined 1% to P122.0 billion :: Consolidated revenues were stable at P127.9 billion :: Consolidated EBITDA down by 5% at P54.1 billion; consolidated EBITDA margin at 44% of service revenues :: Consolidated Core Net Income of P27.1 billion for 9M2015, 5% or P1.5 billion lower than P28.6 billion in 9M2014 :: Reported Net Income for 9M2015 of P25.3 billion, P2.6 billion or 9% lower than P28.0 billion in 9M2014 :: Consolidated free cash flow at P23.9 billion for 9M2015

declined 9% to P25.3 billion, from P28.0 billion in the first nine months of 2014, as a result of the dip in core net income and higher foreign exchange losses.

EBITDA margin for the period was at 44%. Consolidated EBITDA for the first nine months of 2015 was 5% lower at P54.1 billion compared with the same period last year due to lower service revenues from the wireless business, higher cash operating expenses, which include the costs arising from the manpower reduction program, and higher provisions.

PLDT recently announced its unaudited financial and operating results for the first nine months of 2015 with Consolidated Core Net Income, before exceptional items, amounting to P27.1 billion, 5% or P1.5 billion lower than the P28.6 billion recorded in the same period last year. The decrease was due mainly to lower EBITDA reflecting the impact of expenses relating to the manpower reduction program, and higher financing costs, offset by lower provisions for income tax and a decrease in depreciation and amortization.

Excluding revenues from the international and national long distance (ILD/NLD) segments of P15.0 billion, consolidated service revenues grew by 2% year-on-year, from P104.5 billion to P107.0 billion at the end of September 2015. Consolidated service revenues for 3Q2015 posted a positive 1% growth both quarter-on-quarter and year-onyear. The improvements in 3Q2015 become even more pronounced without the drag of ILD/NLD, with 3Q2015 consolidated service revenues growing by 4% and fixed line service revenues increasing by 9%. Wireless service revenues rose by 1%, both quarter-onquarter and year-on-year, bucking the negative levels of 1Q2015 and 2Q2015.

With the drag of ILD/NLD, consolidated service revenues for the first nine months of 2015 dipped by 1% to P122.0 billion.

Reported Net Income, after reflecting exceptional transactions for the period,

Consolidated free cash flow for year stood at P23.9 billion. Consolidated

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capital expenditures for the period amounted to P23.3 billion, P7.3 billion higher than the capital expenditures in the same period last year as investments were made in support of: • Improved 3G and 4G access networks • Increased fiber reach and capacity • Enhanced indoor and outdoor coverage • Continued network optimization • Augmented network resiliency and redundancy • Expansion of international connectivity and caching to improve internet speed and customer experience • Increased data center capacity • Unified Smart-Sun network project to build operational efficiency The Group’s consolidated net debt increased to US$2.5 billion as at 30th September 2015, with net debt to EBITDA higher at 1.57x. Gross debt amounted to US$3.2 billion. The Group’s debt maturities continue to be well spread out, with over 60% due after 2017. The percentage of U. S. dollar-denominated debt to the Group’s total debt portfolio is at 47%. Taking into account our peso borrowings, our hedges and our US dollar cash holdings, only 30% of total debt remains unhedged. The Group’s cash and shortterm securities are invested primarily in bank placements and Government securities. PLDT continues to be rated “investment grade” by the three major international ratings agencies, namely Fitch Ratings, Moody’s and Standard and Poor’s.

Consumer As the leader in digital services, all our offerings are premised on providing our consumers entertainment at home or on the go, urban comfort/ convenience, and peace-of-mind. We therefore continue to partner with major players in the digital space – iFlix and Fox in the first part of the year followed by Zalora, Uber and Airbnb in recent months – that will enable and encourage data usage and thereby fuel revenue growth.

Data and broadband revenues continued their strong revenue growth, with wireless broadband and mobile Internet in particular posting record highs during the third quarter of 2015.

The Group’s combined broadband subscriber base reached 5.0 million at the end of September 2015, 3.8 million of whom use wireless broadband mainly from Smart Broadband, Smart’s wireless broadband service.

Another 1.2 million users subscribe to PLDT’s fixed broadband service.

Meanwhile, PLDT continues to strengthen its leadership with more digital services via Connected Home.

The fixed line subscriber base reached about 2.3 million at the end of the third quarter of 2015, 54% of whom have fixed broadband subscriptions.

Postpaid revenues now account for 24% of total cellular revenues, having improved by 11% to P17.6 billion for the first nine months of 2015.

The PLDT Group’s total cellular subscriber base at the end of the period stood at 67.0 million, broken down as follows: Smart had 24.6 million subscribers under its mainstream Smart brands; value brand TNT ended with 27.7 million subscribers; and there were 14.7 million Sun Cellular subscribers.

The Group’s combined postpaid cellular subscriber base grew by over 263,000 from the end of September 2014 or over 154,000 from the end of 2014, rising to just over 2.9 million at the end of the period, while the combined prepaid base stood at 64.1 million.

“The PLDT Group is leading digital innovation with strategic partnerships that deliver entertainment, peace of mind and urban comfort. With the digital age blurring the traditional separation between wireless and fixed line subscribers, we are where

“Connected Home” meets “Smart Life”,” said PLDT President and CEO Napoleon L Nazareno.

local and global entertainment, online commerce, travel, transportation, and news.

Enterprise The PLDT Group is also uniquely positioned to serve the Enterprise sectors with six data centers that offer co-location, server hosting/ outsourcing, disaster recovery, connectivity and data scrubbing. These centers are telco-grade, carrier-neutral and vendor-agnostic with an aggregate rack capacity that is the largest in the country. We are also actively enabling the digital capability of our customers by expanding our mobile and datadriven solutions portfolio, introducing innovative e-commerce platforms and fostering ICT leadership and expertise.

On the investment side, the PLDT Group announced the formation of PLDT Capital, an innovation gateway between Los Angeles, Silicon Valley and Southeast Asia that will support PLDT business units in growing their digital services portfolio not only here in the Philippines but globally as well. Further to this, the Group also disclosed a US$10 million investment in a joint venture with Phunware, a US-based mobile platform leader for next-generation customer engagement solutions. ePLDT will be the exclusive distributor and marketing arm of Phunware in Southeast Asia.

Consolidated corporate data and other network services were higher by 14% at P8.1 billion, riding on the 12% growth in corporate data and a 25% jump in data center revenues, “Our Enterprise segment continues to grow strongly, accelerating its market leadership by digitally enabling businesses,” added Nazareno.

“We continue to work closely with the mainstream businesses to ensure they keep pace with digital developments and that the products and services we develop add value to our customer propositions,” said Voyager President and CEO Orlando B Vea.

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Encouraging signs of progress “We are seeing some encouraging Digital signs of progress The innovation as we execute teams at Voyager the strategy we Innovations, Inc. outlined in previous (Voyager) and presentations.

PayMaya (formerly The third quarter MVP answers queries from Smart e-Money) is seasonally “soft” business reporters. continue to produce yet our revenues pioneering services in have shown a general the digital space. Voyager generated improvement, both quarter-on-quarter consolidated revenues of about P900 and year-on-year. This is even more million in the first nine months of evident if we strip out the “drag” of 2015, up by 25% from the same period our legacy NLD/ILD businesses. That last year. said, there remains much to be done.

We are proceeding briskly with our On the mobile financial solutions network enhancements as evidenced side, Voyager launched PayMaya Visa by our capex levels. We are talking card with Beep, an all-in-one product approximately US$3.7 billion in the – a Beep card with stored NFC/value last five years, ending 2014, and over for use in Metro Manila’s light rail US$900 million this year. Our capex system, a virtual Visa card which can spend for the last six years including be used to pay for online/e-commerce 2015 will therefore sum up to about transactions and a physical Visa debit US$4.6 billion. That is no small card. change. We believe these expenditures are vital in order to provide the level Voyager also unveiled SafeZone, a of service required by the market and groundbreaking platform that allows for PLDT to be robustly competitive brands and businesses to easily reach for the future. These investments, their customers nationwide through as well as our growing portfolio of their mobile phones. The service partnerships with the best in the global aims to bring businesses closer to digital space, will serve to fortify our customers by offering access to their position as the country’s leading digital mobile apps and sites for free. For its services provider and enable us in the launch in the Philippines, SafeZone emerging digital landscape,” said PLDT partnered with the biggest names in Chairman Manuel V Pangilinan. CC:

NOVEMBER 2015

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International press covering the APEC proceedings are provided seamless connectivity at the International Media Center (IMC).

PLDT powers APEC meetings with up to 8.5 Gbps connections

PLDT has boosted connectivity in several venues for the high-level AsiaPacific Economic Council (APEC) meetings, including the Economic Leaders’ Meeting held in Metro Manila recently. PLDT installed facilities to provide up to 8.5 Gbps of internet connectivity and voice solutions needed in major conference venues and host hotels for the 8,000 delegates who attended the APEC meetings.

in Makati where most of the APEC delegates, including heads of states and economic leaders, stayed. These included the Makati Shangri-La, Fairmont, New World Hotel, Intercontinental Hotel, The Peninsula Manila, Dusit Thani, and Raffles Makati.

Other hotels in Manila that were beefed up with WiFi services included EDSA Shangri-La, The Philippine Diamond Hotel, International Manila Hotel, Convention Center Sofitel, Century (PICC) Complex, Park Hotel, where the important and New World meetings were hosted, Manila Bay, and was provisioned with Monitoring PLDT’s facilities at the IMC are, from left: Rudyard Michael A. Ranjo, 3Gbps of fiber connectivity Subsidiaries/VIP Account Management Executives Anthony L. Lim and Dennis Donato, Solaire Resort and Casino, and the and 100 units of carrierEnterprise Billing, Credit and Revenue Management VP Finina T. Gorres, Smart Service Marriott Hotel in grade access points that Operations Center VP Debbie M. Hu, Subsidiaries/VIP Account Management Executive Pasay. provided seamless delivery Leonardo A. Castro and Geraldo L. Valderia. Photo taken from PLDT’s Anton Lim’s of Wi-fi connectivity for all Facebook page.

Metro Manila guests. hosted several high readiness to host a major conference level meetings this November, which The World Trade Center, which like the APEC. We have ensured included the Concluding Senior served as the press center for local that our facilities in the APEC Official’s meeting, and the APEC and international media, was venues will support the connectivity Ministerial Meeting. connected with an I-Gate service that requirements of the conference served the connection requirements delegates,” said PLDT President and The APEC Summit culminated at the of the different organizations CEO Napoleon L. Nazareno.

PICC for the APEC Economic Leaders covering the different conferences.

Meeting with US President Barack “We are one with the government Aside from the major venues, PLDT Obama and other leaders attending in ensuring the success of these has boosted up to 100 Mbps speeds the 21-member economic meet. important dialogues, and in the WiFi services in major hotels Adrian T. Elumba demonstrating the country’s

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PLDT Chairman Manuel V. Pangilinan notes how enterpreneurs venture beyond the market with the right ingredients.

PLDT Chairman Manuel V. Pangilinan, together with the officers of ASEAN Business Advisory Council (ABAC) Philippines and PLDT SME Nation, recently led the awarding of the top Filipino companies who will compete in the ASEAN SME Excellence Awards.

Kalibrr Technology Ventures, Aretei Foods Corp., J. Chemie Laboratories, Oryspa, VMV Hypoallergenics, Lots’a Pizza, Tagum City Council of Women, Great Image Services, Nature’s Legacy, Max’s Restaurant, and SeaOil will represent the country in the regional SME Excellence Awards in Malaysia.

Undergoing intense deliberation, SL Agritech, LBC, Novellino Wines, Penalosa Farms, SunLight Foods Corp., Lifeline Ambulance Rescue,

“We should be glad that our entrepreneurs have ventured beyond our domestic market – showing the Filipino creativity, business acumen,

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and entrepreneurial spirit,” said Pangilinan.

They will compete against other ASEAN-member companies in the ASEAN SME Excellence Awards in various categories highlighting growth, employment, corporate social responsibility, innovation, youth and women in business, and exemplify and promote regional competitiveness in the upcoming ASEAN integration.

Adrian T. Elumba MVP, 1st row, center, is shown here during the event with, from left: Malaysian Ambassador to the Philippines, Dato’ Mohd Zamri Bin Mohd Kassim, ABAC PH Vice Chairperson Tessie Sy-Coson, Pangilinan, Zest-O founder and former Ambassador Alfredo Yao, and ABAC PH member Jay Yuvallos.

PLDT ranks among publicly-listed companies in ASEAN Corporate Governance PLDT has recently been recognized as among the top publicly-listed companies in the ASEAN region for Corporate Governance, along with nine other Philippine-based companies, at the 1st ASEAN Corporate Governance Conference and Awards by the ASEAN Capital Markets Forum (AMCF).

In the awards night held in Makati, 50 ASEAN publicly-listed companies were cited for good governance based on the results of the ASEAN Corporate Governance Scorecard. PLDT, alongside other MVP-led companies Meralco and Philex Mining, were cited for having some of the highest scores for good governance.

The scorecard, among others, aims to reflect global principles and internationally recognized good practices in corporate governance applicable to publicly listed companies

At the event recognizing the Company’s corporate governance initiatives recently are, from right: PLDT Chairman Manuel V. Pangilinan, Corporate Affairs and Legal Services SVP Ma. Lourdes C. RausaChan, Chief Financial Officer Anabelle L. Chua, and Public Affairs Head Ramon R. Isberto. and may exceed the requirements and standards recommended in national legislation. It must enable gaps in corporate governance practices among ASEAN companies to be identified and should draw attention to good corporate governance practices.

PLDT has consistently been recognized for being an icon among corporate governance-based recognizing bodies including the Corporate Governance Asia Recognition Awards and the Philippine Stock Exchange’s (PSE) Bell Awards. Adrian T. Elumba

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PLDT partners with US fan app developer

PLDT recently entered into a partnership with US­-based fan app developer Hopscotch, to market and exclusively distribute Hopscotch’s mobile solutions in Southeast Asia.

The Company’s investment arm, PLDT Capital, has put $US1M into the partnership, which has already produced apps for fans of the Philippine Basketball Association, E­SportsGaming Summit and the Ariana Grande, Imagine Dragons and Maroon 5 concerts.

PLDT Capital’s co-­managing director Winston Damarillo encouraged sports teams, retail brands and events companies to grow their fan base and consumer loyalty through custom applications built on Hopscotch’s platform.

“More and more Filipinos are starting to use their smartphones to connect with brands, and Hopscotch provides businesses, both large and small, the opportunity to engage with their customers in a more personalized way,” he said.

In as little as two weeks, businesses can customize their own apps by dragging and dropping video, music and social media assets into aContent Management System. The interface can also deliver audience insights and revenue reports on merchandise and ticket sales, enabled by plug­ and­play services integrated into the platform.

PLDT Capital has engaged local digital content provider, MediaQuest Holdings’ Digital5, to go to market

in the Philippines. Head of Digital5, Coach Chot Reyes, said he planned to offer creative services to produce cutting­edge graphics and short­form videos to beseeded within the app.

“A lot of companies can build apps, but the key is to give fans a reason to keep using them ­this drives engagement, and providesstickiness for our partners.”

MediaQuest President and CEO Noel Lorenzana said Digital5’s participation in the deal underscored the company’s commitment to capture Filipino viewers across all kinds of screens.

“Many of them are now digital natives and look to their devices for content that is tailored for them,” he said. CC:

PLDT, NTT Com to provide data center services in the country PLDT and NTT Communications Corporation (NTT Com) has recently agreed on a collaboration partnership to provide Nexcenter™ solutions in the Philippines and promote cross-selling initiatives.

Under the agreement, Philippine corporations with international operations will be able to use NTT Com’s globally standardized high-quality Nexcenter services in some 140 locations in 84 cities of 19 countries, in addition to NTT Com’s Arcstar Universal One privatenetwork service, which is already available in the Philippines and which is largely used by the BPO industry in the Philippines.

PLDT, supported by NTT Com, expects to gain Nexcenter accreditation for its two existing main data centers [Vitro and IPC] and in order to begin

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providing Nexcenter services

by January 2016. In addition, PLDT will incorporate Nexcenter standards in a new data center now under construction, which also will be launched as a new Nexcenter facility.

These additions will strengthen Nexcenter as the number 1 data center brand in the Asian region.

Also, NTT Com will use this new partnership model to further expand the Nexcenter footprint to other regions where high demand for data center services exists among companies looking to expand and enhance their businesses.

“With this partnership, PLDT will fortify its lead in the enterprise space as it elevates its enterprise data center and ICT service offerings to the next level and as we leverage on the world-class expertise and extensive global infrastructure of NTT Communications,” said PLDT President and CEO Napoleon Nazareno. “We are confident that this partnership will help bolster the country’s economic development and we look forward

to giving our local enterprises a much needed world-class ICT boost, as they pursue their respective initiatives to expand locally and/or, overseas.”

NTT Com’s Nexcenter data centers offers world-class services backed by quality, flexibility, and cost-efficiency.

Going forward, NTT Com will further enhance its global seamless ICT solutions as it continues to expand its data-center business worldwide.

NTT Com’s data centers provide seamless global ICT platform, with colocation, hosting, network and security services, as well as high-quality facilities, industryleading SLAs, universally consistent operations and multilingual support.

NTT Com supports customers by providing high-quality, disaster-resistant, and ecological data centers that meet business continuity and corporate social responsibility requirements.

The NTT Group of Japan holds a 20% stake in PLDT. The NTT Group continues to work closely with PLDT to enhance the PLDT Group’s technical expertise and further develop its network infrastructure and digital services. CC:

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PLDT, Smart partners anew with SMLEI for fortified messaging, communications platform PLDT and Smart, through its corporate arms PLDT ALPHA Enterprise and Smart Enterprise, recently renewed its partnership with SM Lifestyle Entertainment, Inc. (SMLEI) to further empower communications and promotional messaging to increasingly mobile audiences.

Through this partnership, Smart Enterprise enables SMLEI’s branding and promotional channels with its Smart Messaging Suite. Formerly known as Netcast, the Smart Messaging Suite is a webbased messaging platform that addresses an enterprise’s communication channel needs through bulk messaging, personalized company name PLDT FVP and Head of PLDT ALPHA Enterprise and Smart Enterprise Jovy masking, and feedback management. Hernandez, 2nd from left, shakes hands with SM Lifestyle Entertainment, Inc. President Edgar Tejerero after the signing rites. Also in photo are, from left: PLDT This service, mainly through VP and Head of Corporate Relationship Management Mitch Locsin and ePLUS AVP SMS blasting, enables SMLEI to Sahara Jean Garnica. seamlessly broadcast promos and other announcements to their valued “We at PLDT ALPHA Enterprise Enterprise and Smart Enterprise customers. and Smart Enterprise are grateful Jovy Hernandez. to the SM Group for entrusting us “Digital is really the way to go. with their digital requirements. We SMLEI is the lifestyle and That is why we at SM Lifestyle will definitely continue to intensify entertainment arm of SM Prime Entertainment, Inc. spearhead SM’s our strategies and solutions to better Holdings Inc. Starting with the move to digital,” said SM Lifestyle enable SM during their exciting famous SM Cinema, SMLEI now has Entertainment, Inc. President Edgar move to digital. With the renewed added 14 major brands to its growing Tejerero. “And with this move, partnership between PLDT and SM, portfolio such as the acclaimed IMAX it’s quite fitting to partner with an we are optimistic that this will lead to Theatre, Mall of Asia Arena, SM undoubtedly reliable and stable bigger and better opportunities,” said Skating Rink, and ePLUS —all geared network, PLDT.” PLDT FVP and Head of PLDT ALPHA to enhancing Filipino lifestyles. CC:

NOVEMBER 2015

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snapshots

MVP helps in restoring Apalit, Pampanga church

PLDT Chairman Manuel V. Pangilinan, 4th from left, hands over the PLDT check donation of P500,000 for the restoration and repair of St. Peter the Apostle Church in San Juan, Apalit, Pampanga to St. Peter the Apostle Church Parish Priest Rev. Fr. Emil Dizon.

Witnessing the event are, from left: PLDT ComRel Head/ Consultant Evelyn M. Del Rosario, St. Peter the Apostle Parish Pastoral Council Vice President Flor Catacutan, Apalit Mayor Oscar D. Tetangco, Jr., , Apalit Vice Mayor Peter C. Nucom, Apalit Municipal Tourism Officer Kenneth Nunag, and Apalit Councilor Fortunato Castro.

EmpDev facilitates reinforcement session for Fixed Network Resolution A structured team workout intervention designed and facilitated by EmpDev for Fixed Network Resolution technical specialists proved to be a long overdue motivational booster. Preceded by a climate survey to determine norms that impact productivity, the experiential session became the much needed venue to rekindle zeal and recharge the drive to realize service goals. Spearheaded by Technology Operations Vice President Emer Hernandez and Division Head Ramil Tenorio, the attitudinal reinforcement session was facilitated

by EmpDev AVP Nonong Noriega together with Lead Training Officer Lydia dela Merced. Captured here is a rousing moment that became a result of executing a game plan that called on team creativity, stamina and resource management. The learning event took place at the PLDT Cable Landing Station in Nasugbu, Batangas.

PLDT’s bloodletting program cited The Company’s bloodletting program dubbed “Dugong PLDT” spearheaded by PLDT Community Relations under the leadership of Evelyn M. Del Rosario, 4th from left, was recently given recognition during the Philippine Children’s Medical Center (PCMC) Pediatric Blood Center’s 16th Pagkilala at Pasasalamat awarding ceremonies. Under the program, the blood donations from “Dugong PLDT” were donated to the medical center’s indigent patients. Two PLDT regular donors were given the Blood Galloners award. PLDT GMM North/ East Home Sales, Business Specialist Bienvenido Gatchalian, a Ruby awardee for 23 whole blood donations and AR Agency Team Leader Rociel Librando, a Pearl awardee for 9 whole blood donations. 7th and 3rd from left, respectively. With them in photo are PCMC Professional Services Deputy Director Raymund Lo, PCMC Blood Bank Section Head Anthony Domasian, PCMC Blood Bank Head Ma. Lourdes Concepcion, PCMC Executive Director Julius A. Lecciones, PLDT ComRel staff Anita Ferrer and Alice Tuazon, 1st, 2nd, 5th,6th, 8th and 9th from left.

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1st MVP Media Bureau PR Summit

FEATURE

Media practitioners strengthen alliances

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Shown here are the participants during one of the sessions.

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hirty heads of media organizations of the MVP Agcaoili, Dindo Manhit’s walk-thru of political clouts group of companies recently seized and influential militant forces that impact efforts to opportunities to leverage on best PR communicate a message, Atty. Mel Sta. Maria’s practices from experts and peers during the talk on the dynamics that come into play between first leg of the first ever MVP Media Bureau media and the two-hour simulation exercise on PR Summit facilitated by PLDT EmpDev crisis communication led by Geoff Billbrough and Head Nonong Noriega and his team Lydia Cosette Romero of Fleishman Hillard. dela Merced, Erika Macuja and Alex Vargas.

This became a venue for utilizing current The visual scorecard exhibited by Kym Edullantes information, research findings, pressing issues, of iSentia Manila gave everyone an idea of the case studies and trends to enhance respective scope and reach of media efforts in tri-media EmpDev Head Nonong specifically highlighting how much ground has shop capabilities and boost PR strategies.

Noriega navigates been covered and where else to play proactive.

Seasoned public relations practitioners, experts proceedings to surface fresh ideas. from law and business analytics took turns in Other resource persons included: Butch Antonio enlightening our leaders on how to craft good stories, how to mount communication plans judiciously and how to utilize social media to great measure in enhancing corporate image and goodwill building. Philex SVP for Public & Regulatory Affairs and MVP Group Media Bureau Head Mike Toledo was at the helm of integrating the wealth of insights for meaningful resonance with the different company delegates.

and Patricia Hizon of MVP Sports Foundation, Marichu Villanueva (print), Jojo Robles (radio), Luchi Cruz Valdes (TV), Roby Alampay (digital), Lala Rimando (features), Jeff Tarayao of One Meralco Foundation (OMF), and Veron Gabaldon of Philippine Disaster Resiliency Foundation (PDRF).

The panel discussion moderated by PLDT Media Head Jay-Anne Encarnado proved enriching with informative examples, anecdotes and spot-on tips shared by Villanueva for print media, Robles for Business World Learning modules on tri-media analysis, radio, Alampay for digital, Rimando for features Editor-in-Chief and stakeholder mapping, regulatory environment, and Cruz Valdes for TV. Interakyon Head media touch points in sports and corporate social Roby Alampay responsibility (CSR), crisis communications reiterates the impact The second leg of the summit in Hong Kong management and social networking were will include a case study presentation by PLDT of digital media interspersed with workshops on forecasting & Smart Public Affairs Head Mon Isberto, to influence and strategic synergy initiatives facilitated by studio tours, learning sessions on Digital PR, enhance image.

EmpDev Head Nonong Noriega. the forthcoming elections and a round table discussion with MVP himself. The third leg will be geared Highlights included the MVP Group social media towards crafting of flagship programs and laying out of snapshot and “Tweet Up” project presented by Voyager’s game plans.CC: Senior Manager for Strategic Communications Junie

Participants pose for a posterity shot after the two-day workshop. Photo by April Kagaoan, Smart Public Affairs.

NOVEMBER 2015

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PLDT Fixed Network Migration Management Center Head Jojo Lorena, left, talks to representatives of Customer Service Zones and Network Operations from Quezon City, Cebu-Jones, and Davao via live-streaming, right, during the ceremonial switch shutdown of legacy systems in PLDT’s nationwide network, a major milestone in PLDT’s history.

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he Company is now fully digital and ready to serve the ever expanding multimedia needs of the digital world.

PLDT completes nationwide IP-based network migration

With the completion of PLDT’s migration to a purely Internet Protocol (IP)-based Next Generation Network (NGN) system, our landline network has been transformed into a more efficient, high-speed, and reliable system.

By Olive O. Barrozo

The P6-billion network transformation program entailed the migration of a total of 782 switches and nearly 1.3 million lines, covering the PLDT Group’s 271 offices in 48 provinces nationwide.

“This is an achievement for PLDT because it is one of the very few carriers in the world that has completely transformed its legacy network,” said PLDT President and CEO Napoleon L. Nazareno at the Legacy Network Closing and Ceremonial Shutdown event at the AVR of PLDT Innolab in Mandaluyong City recently.

HR FVP Emil Tanchico, one of the speakers at the closing program, said that the transformation of PLDT’s network is a landmark event for all of us.

Legacy is a public switched telephone network (PSTN) composed of electronic switches that have been utilized for so many years for PLDT’s operations and were now decommissioned to give way to the digitally-capable NGN.

Network migration event speakers PLDT President and CEO Napoleon L. Nazareno, Chief Technology and Integration Advisor Joachim Horn, and HR FVP Emil Tanchico, 2nd, 3rd, and 4th, from left, respectively, receive their tokens of appreciation from Lorena.

“We pursued this transformation program with the customer in mind. With an IP-based system, we can improve customer experience in terms of better service quality and reliability. It also enhances our capacity to offer more relevant and customized services to our subscribers,” Nazareno pointed out.

“With the ceremonial shutdown of our legacy landline network, we are now going full throttle in making our various networks fully digital. We are rolling out our fiber network and strengthening our mobile network. We are building the digital infrastructure that will power the future growth of our companies and our country,” he said.

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Nazareno added, however, that this is not the PLDT Group’s ultimate transformation. “We will continue our transformation efforts because we are relentlessly pushing fiber and my dream is that every home in the country should be connected with fiber.”

PLDT has the most expansive and resilient fiber transmission and distribution network, spanning over 100,000 kilometers, that serves both fixed and cellular networks.

“The NGN system will significantly improve customer experience as it ensures a more reliable and robust service,” PLDT Fixed Network Migration Management Center Head Jojo Lorena explained in his presentation during the closing event. “It is an all IP-based network and is therefore capable

“This is an achievement for PLDT because it is one of the very few carriers in the world that has completely transformed its legacy network.” — PLDT President and CEO

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Napoleon L. Nazareno of delivering new digital services, such as high-quality voice, data, and multi-media services to customers.”

The new system will also improve the accuracy of subscribers’ databases, bringing down the number of trouble indices.

“We have always considered our customers during the migration process, constantly communicating with them and making sure that PLDT’s services are not disrupted during the cut-over from the electronic legacy switch to NGN,” Lorena said. “Learning from our previous experiences, we were able to reduce trouble indices from around 10% to as low as 0.49% as we completed the project.”

“We want everyone to be happy and proud of this milestone achievement of the company. There is no single group that can claim credit for this since it is the accomplishment of each and every employee who contributed to migration one way or the other,” Lorena added.

PLDT’s switch migration began in 2006, prioritizing central office lines where residential subscribers were connected.

In 2013, it has completed the central office and Digitel migration and in 2014, accelerated the migration of the remaining areas, including subsidiaries and affiliates’ networks, BSS and OSS.

Highlighting the closing event was the Ceremonial Switch Shutdown by representatives of Customer Service Zones Operations and Network Operations from Quezon City, CebuJones, and Davao via live video streaming. Everyone present in the AVR chorused the countdown - 10-9-8…3–2-1 - and at the call for “Shutdown,” the DC power in the respective sites were simultaneously turned off, symbolizing the end of legacy systems operations in PLDT’s network nationwide.

The occasion was also attended by PLDT Board Director Tadashi Miyashita, Huawei Philippines CEO Jacky Gao, and other officers, executives, project teams and support groups who were involved in the migration journey.

Among the PLDT divisions who actively participated in the migration project were the Fixed Network Migration team, Network Build, Planning and Engineeering, HOME Business, Technical Operations and Fixed Network Operations, Consumer Business Systems Support, Project Management Governance Office, Revenue Assurance, SME Business and Enterprise Business, HR, Finance, Procurement, Logistics, FasMan, Legal Services, top management, and partners from Huawei Philippines. CC: Shown below are some of the teams who actively participated in the migration project.

NOVEMBER 2015

MVP, 2nd from left, talks about prioritizing shareholders’ interest and the importance of a company’s overall performance.

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4th GGAPP Forum

Corporate governance a work in progress By katrina a. mallari

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dvocating continuous efforts to promote the autonomy of independent directors (ID) with corporate leaders while effectively bringing satisfaction to various company shareholders and creating higher standards of corporate governance, the Good Governance Advocates and Practitioners of the Philippines (GGAPP) 4th Forum was held recently in Makati City with PLDT Chairman Manuel V. Pangilinan as one of the panelists.

Citing his experiences not only with companies in the local market but internationally as well, particularly First Pacific Company, Ltd. Of Hong Kong, Pangilinan said that the interest of a publicly listed company – one that prioritizes the trust of its investors and shareholders, must outweigh any other interest particularly that of a director.

“The value of a company is clearly driven by good governance standards, but let’s not forget the other piece of the puzzle, which is performance,” Pangilinan said.

In the forum, Francis G. Estrada, chairman of the Institute of Corporate Directors (ICD) said that rather than making the internalization of corporate governance practices the focal point of service of the regulated sectors, an attitude of compliance is instead created.

Retired Supreme Court Chief Justice Artemio V. Panganiban explains the attributes and challenges independent directors face in today’s local capital industry.

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Retired Supreme Court Chief Justice Artemio V. Panganiban also discussed government intervention – proposing for its limitation in order to allow corporates and conglomerates to make their own company decisions that ultimately provide maximum benefits to their shareholders.

“The less intervention by the government, the better.

Our corporates, our conglomerates are doing very well.

Investors invest not because of independent directors, but because they recognize the majority shareholders’ role,” Panganiban said.

Francisco Ed. Lim, President of the Shareholders’ Association of the Philippines (SharePHIL), said that limiting the term of IDs does not only allow for the possibility of total autonomy, but it also makes their services available in a wide-scale – creating more opportunities for both the whole market and startup companies and insisting a need to level up to international standards.

Immediately to be launched next month, the corporate regulator with the Philippine Corporate Governance Blueprint is a five-year road map that pushes for the creation of higher standards of corporate governance in the local capital industry. CC:

Shown here are, from left: GGAPP President Gil L. Gonzales, GGAPP Chairperson Atty. Jas MedinaAlmogino, ICD Chairman Francis Estrada, PLDT Chairman Manuel V. Pangilinan, BDO Leasing Director Leonora V. De Jesus, BPI Independent Director Romeo L. Bernardo, GGAPP Trustee Gerry Dela Paz, panel moderator Coco Alcuaz and Smart Corporate Governance Head Elmer D. Nitura.

Shown here during the event are, from left: PLDT and Smart EVP and Consumer Business Head Ariel P. Fermin, PLDT and Smart CFO Chaye Cabal-Revilla, PLDT and Smart President and CEO Napoleon L. Nazareno, Smart Founder and Voyager Innovations President and CEO Orlando B. Vea, Smart People Group Senior Vice President Annette V. Santiago, Smart Vice President for Customer Experience Management Eden Techico, and Smart Customer Experience Strategy and Operations Advisor Andrew Chong.

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By cyril l. bonaBente, smart public affairs

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LDT and Smart President and CEO Napoleon L. Nazareno recently encouraged the 7,000-strong workforce to become heroes for their “real bosses” – the customers.

During the 2015 Customer Experience (CX) event targeting all Smart employees, Nazareno reminded everyone that delivering awesome CX is not just the task of frontliners in Smart stores and Sun shops, and of people manning the hotlines.

“Each one of us – indeed, the entire company – needs to The Smart employees encouraged to be do our part in making sure a H.E.R.O. – heartfelt, engaged, real, and our customers are happy.

This includes the engineers Smart employee to be a “CX H.E.R.O.” who keep our network – heartfelt, engaged, real, and open. running and running well, the marketing teams who Smart employees also visited various cook up compelling products booths which challenged them and services, the credit to practice design thinking, and Vea symbolically knocks out procedures people who help manage our give feedback as to whether their and policies that hinder the delivery of an subscribers’ accounts, the IT people experiences with customer channels have awesome customer experience. who keep track of the numbers, and been awesome or awful. the people in the stock room who make sure that our stores have the phones and SIMs to sell They also downloaded the CARA employee app which would to our customers,” Nazareno said. enable them to help customers with their various concerns, like applying for a postpaid line.

“It is a huge task to keep over 70 million subscribers happy.

We need everyone’s help on this,” he added.

One booth encouraged employees to “kill a stupid rule,” or think of an existing procedure or company policy that PLDT and Smart EVP and head of consumer business Ariel hinders the delivery of an awesome customer experience.

P. Fermin said, “All of us are vanguards of CX. It takes the entire company to deliver a great experience.”

Those who participated in all the booth activities received special prizes.

Nazareno added, “We want all our people to be heroes for our customers, to look out for their welfare, and go the extra A CX event was also held at the i-Contacts Corp. office in mile so that they get the best possible services. That’s why Quezon City recently. one of our key company values is ‘Be customer-inspired.’”

“This is only part of our continuous efforts to proactively Smart Customer Experience Strategy and Operations and efficiently address our subscribers’ needs,” said PLDT Advisor Andrew Chong said the presence of Smart’s top HOME Customer Care VP Paolo Lopez. “We want our executives in the CX event underscored the importance of customers to feel at ease and confident in the products and customer centricity. services we provide from the moment they step inside our Sales and Service Centers. We will continue to roll out new Smart VP for Customer Experience Management Eden stores with the latest technologies throughout 2016 for our Techico said the three-day CX event aimed to inspire each subscribers to explore and enjoy.” CC:

NOVEMBER 2015

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o r c i m d e s a b n a c a Bul e v e i h c a s r u e n e r p e entr T D L P h t i success w o s n e s A a K

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The De La Cruz couple gets a lot of help from PLDT KaAsenso’s communication tools made especially for microentrepreneurs like them.

n this digital age, the use of technology plays a critical role in the success of any business.

Such is the case of Daniel and Joy de la Cruz, husband-and-wife tandem and owners of a booming Bulacan-based salon called Daniel Salon.

As a teenager, Daniel started hair styling for friends for a minimal fee of P20 to help augment his family’s income. He also worked as part-time hairstylist from one salon to another and his salon training would come full circle when he was promoted as manager in one of the salons he worked in.

In 2009, married with two kids and driven to earn more for the needs of his growing family, Daniel decided to put up his own salon. He borrowed P50,000 as start-up capital, and rented a space near the town plaza of Malolos, Bulacan.

Fortunately, his wife Joy loves doing make-up. Together, they made a perfect tag team in their own hair and make-up negosyo.

With hard work and reliable tools complementing their tandem, Daniel and Joy were able to grow their salon and are now looking at putting up a second branch.

“Hindi na sapat ngayon na pursigido at masipag ka.

Mahalagang nakikisabay ka sa panahon, sa technology,” Daniel said. “Kagaya namin, laking tulong ng internet sa amin – nakakapag-promote kami sa Facebook ng libre at madami na kaming bagong customers na nakuha dahil dito.”

“Mas gusto din ng customers dito sa salon namin kasi nag-ooffer kami ng free Wifi,” added Joy. “Lahat kasi ng tao ngayon, naghahanap ng internet access.”

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Daniel and Joy are thankful to PLDT KaAsenso, PLDT’s microentreneurship arm, for providing their micro-business reliable, high-speed internet at up to 3Mbps plus the ever-reliable landline for just P1888 per month. And with many home service requests coming in, the couple added Store Watch to their subscriptions, which allows them to monitor their salon wherever they are for just an additional P99 monthly.

A real life success story, Daniel and Joy are now able to reap the returns of their business, and most importantly, are able to provide for the needs of their family thru their booming salon.

CC:

PLDT KaAsenso Cyberya allows former OFW mom to stay in PH with successful negosyo

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Eliseo and Belinda Cartagena now operate their own internet shop courtesy of PLDT KaAsenso Cyberya.

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orking abroad takes its toll for families left behind.

For PLDT KaAsenso, one solution is for Filipinos to start their own micro-business to be able to provide well for their families without having to work away from home.

One OFW family in Laguna serves as a testament to how a strategically-designed business model from a reliable partner like PLDT KaAsenso can help Filipinos establish their own profitable and sustainable livelihood.

Previously relying on mother Belinda’s income as a domestic helper in Qatar and on father Eliseo’s income as a part-time tricycle operator, the Cartagena family has found a new livelihood in PLDT KaAsenso Cyberya. For a minimal start-up capital of P4999, the Cartagenas were able to start their own internet café negosyo, that comes with reliable high-speed internet plus a complete PC set.

Their Cyberya internet café became an instant hit among neighbors. “Nagdagsaan ang mga kapitbahay namin.

Tuwang-tuwa sila, lalo na ang mga bata, dahil sa P1 lang, makakapag-online games at Facebook na sila for 4 minutes,” Belinda said.

After just months of starting their Cyberya internet cafe, the family is now earning enough to allow Belinda to stay in the Philippines to help raise their teenage son and manage their budding venture.

Eliseo said, “Umaabot ang kita namin ng higit P20,000 kada buwan. Hindi lang pang-araw-araw at emergency gastos ang sagot ng Cyberya internet café namin. Ngayon, nakakapag-ipon pa kami at dahil hindi ito masyadong kailangan tutukan, mas may oras kami para sa pamilya.”

“Hindi ko na kailangan mangibang-bansa para masuportahan ang mag-ama ko. Malaking bagay ‘to sa amin kasi mahalagang buo kami,” Belinda said.

The couple now operates five Cyberya PC sets. They were also able to put up a sari-sari store with captive customers from their Cyberya users.

Ariel P. Fermin, PLDT EVP and head of consumer business said, “PLDT KaAsenso wants to help hardworking microentrepreneurs provide a good life for their families by helping them achieve business success. As such, we have customized our services to help them improve productivity and efficiency, and even earn extra.” CC:

NOVEMBER 2015

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PREMIUM ON RELATIONS

First Life Financial Co., Inc. embraces ICT and digital strategies

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roviding comprehensive, customized coverage is a top priority for insurance companies. But fostering good client relations is also a key consideration in an industry built on trust and where life is at a premium.

Achieving this, according to First Life President and CEO Peter G. Coyiuto, CLU, requires an effective ICT framework.“ It speeds up innovation and product development, and makesus more available to our clients and partners.”

Life Strategies For over 50 years, First Life has provided Filipinos a wide range of life insurance products and services backed by the expertise of the Coyiuto Group of Companies. As First Life embraces the digital future, Coyiuto foresees that his company will “go online, go paperless, go mobile, and go ultra-fast,” improving operational efficiency, attracting talented financial advisers, and guaranteeing customer satisfaction.

He explains that their process integration, research, and realtime employee collaboration are only possible through PLDT ALPHA Enterprise’s extensive Internet backbone. A vital component is PLDT ALPHA Enterprise’s IP VPN solution, providing reliable connectivity to all First Life branches and its DR (Disaster Recovery) site. This works with the Business DSL service, a reliable customer engagement tool for First Life personnel and financial advisers. PLDT ALPHA Enterprise’s VITRO Subic Data Center, meanwhile, ensures business continuity should any natural calamity or emergency occur in Metro Manila. All these ICT solutions that PLDT ALPHA Enterprise provides also serve as springboards for future developments including mobile applications and rapid customer engagement on social platforms.

Digital Guarantees Insurance is just one of many industries that are going digital, driven by technological advances and the emergence of millennials.

In its report released last April, Econsultancy said that 63% of financial services and insurance (FSI) companies surveyed increased their digital marketing budgets for 2015. In another

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survey conducted by Bain & Company, respondents predicted that while clients will still prefer transactions and services via “classic Internet” and “direct in-person” channels, “New Internet” modes (e.g. mobile applications) are at a close third. The report also suggested a digital-ready business model built on four points as ideal: :: Embrace an “omnichannel” world :: Redesign core operations and underwriting :: Upgrade the IT platform and organization; and :: Fortify the franchise In its 2015 Global Insurance Outlook, Ernst & Young described successful Asia-Pacific insurers as effectively streamlining their operations using “cloud-based solutions and BPOs.” The organization also recommended that insurers “take advantage” of both traditional and digital means. Some firms will require data and systems standardization, while others must marry their internal processes to external cloud-based or traditional outsourcing.

Comprehensive Engagement and Service Genuine face-to-face client interaction is still valuable and it complements technological advances, Mr. Coyiuto stresses, citing how PLDT ALPHA Enterprise takes this to heart. “Even for a company of their size, the PLDT group’s relationship management model is active from the top down, from seniors at corporate and networking events to Relationship Managers who keep in touch and actually see you,” he adds. He notes the telecom giant’s client relations as more developed and proactive under Mr. Manny V Pangilinan, a fellow Wharton School alumnus.

This partnership underscores how a reliable digital framework and good client relations make a winning formula—one focused on the common goal of superb service with a human touch. For more information, please visit www.pldtalpha.com/pldt-first-life.

With this initiative, everyone will be alerted and would be reminded to take part of the drill that would possibly save their lives and their co-workers. CC:

Going beyond time:

PLDT, bettering cities and delighting customers

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By Katrina A. Mallari

elentlessly serving customers takes commitment.

Despite spending hours away from the comfort of one’s home, there lies a certain kind of fulfillment seeing the smiles and satisfaction of PLDT customers.

Cumagun greatly appreciates PLDT’s prompt service along with the invaluable learning he gained, saying, “I was prepared to wait for three weeks but PLDT attended to my need in less than three hours. On this APEC holiday, I was assured convincingly

by PLDT’s Marlo, Chester, and Denver that the company is true to their promise of changing lives by serving me well and showing me fiber optics.”

Bettering cities, installing fiber optics, and fixing cable wires are among the many Men at work: PLDT Antipolo employees Sean Chester Lagdameo, Marlo Papas, and things various PLDT Denver de Vera install fiber optics in the residence of Rom Cumagun in Marikina City Intramuros underground divisions and service on APEC Holiday. crew do. In a job that cabling requires going to and In line with providing from different cities, there’s a particular sense of happiness in outstanding services to its customers, PLDT, along with other knowing that there comes a moment when the simple things that telecommunications and power companies, was tapped by the the Company does have touched someone else’s life.

Intramuros Administration to begin the underground cabling system initiative.

APEC holiday Work never stops for PLDT Antipolo technicians Sean Chester The project was implemented by the Network Project Lagdameo, Marlo Papas, and Denver de Vera under Marikina Implementation & Provisioning (NPIP) headed by Noel Valera Customer Service Operations Zone Head Romer N. Gonzales. and the Greater Metro Manila Outside Plant Project Management Providing quality service to a customer named Rom Cumagun (GMM OPPM) headed by Tessie Go. Sixteen people were behind from Marikina City, the three industrious individuals installed the NPIP team namely: Francisco San Jose, Nelson Dichoso, fiber optics in Cumagun’s residence during the APEC holiday.

Oscar Garcia, Luisito Ramos, Nelson Rosales, Bertulfo Rosal, Edgar Riego, Ramil Adante, Mamerto Linde, Victor Reginaldo, Installing fiber optics was not the only item in the PLDT service Salvador Lacson, Archie Sanguyo, Word Topacio, Cerilo Orpilla, crew’s agenda. Knowing that fiber optics are unusually seen by Arnel Asuncion, and Edison Bagos. Two people composed the most customers, Papas imparted some knowledge to Cumagun OPPM team namely, Romulo Diño and Vergel Castro. and suggested for him to take some videos of the fiber’s coating prior to its installation. Moreover, Papas also explained how light Through the efforts of PLDT, Intramuros Administration, and signals are transmitted to the fibers which eventually operate a other renowned partners, locals and tourists alike may now enjoy network system that manages to provide voice, internet, video, a more vibrant city as they rediscover the wonders of the historic and data services.

Intramuros, Manila.

The project started in Plaza Roma with poles and cable wires almost completely wiped out in the vicinity. Posted in the official Facebook page of Intramuros Administration, it garnered a number of likes as netizens locally and abroad showed their appreciation.

Shown are some of the PLDT team members who participated in the underground cabling system initiative in Intramuros. They are, front - from left, Luisito Ramos, Ramil Adante, Nelson Dichoso, Rollie Cruzada, Ed Bagos, Allan Samson, and Nelson Rosales. Back row, same order, Oscar Garcia, Cerilo Orpilla, Benito Jacobo, and Francisco San Jose.

Tristan Mendoza, a local who shared the post about the underground cabling system initiative, expresses his excitement about the project in Intramuros, saying, “This is real progress. I hope other tourist spots follow soon. I’m happy to plan another trip there once it’s all done.”

Continuously changing people’s lives is timeless.

PLDT goes beyond time in exerting an extra amount of effort in ensuring the quality of service received by its customers. CC:

NOVEMBER 2015

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cover story

By Olive O. Barrozo

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mong her errands that morning was a trip to the PLDT Sales and Service Center (SSC), something that Mila has always looked forward to.

“The ladies at the counters there are very accommodating,” says the 45-year-old housewife who prefers to pay her bills in person and see her friends at the SSC. “It’s the warm greetings and the pleasant chats that get me. They make me feel welcome - like an old friend whom they’re always glad to see. What heart wouldn’t be touched by the engaging smiles and Hello Mila greetings every time I drop by to pay my bills or inquire about new products and services.”

Mila’s husband, a U.S. Navy, died when both of them were only in their mid-twenties, leaving her to take care of their four children aged 6, 4, 1, and an infant. Two of them are now in college, one in med school, and one is working in the U.S. “So, you see, we’re really heavy users of mobile and landline phones,” says Mila who relied mostly on the moral support of her numerous friends and relatives as she raised her children. “When my kids were very young, we only had a landline and that was enough for us. But now that they have grown up and times have suddenly changed, they needed to have their own laptops, tablets and cellphones that they’re constantly looking at. And our old reliable landline had to give way to the new Telpad!

The 21st century is really a different world! I’m glad to have known these wonderful ladies in PLDT who always update me on the latest in telecoms.”

More than satisfaction Mila, like many loyal customers, puts a premium on customer service. In an era when products are almost the

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same as that of the competition, excellent service takes the limelight. Customers like Mila count on this, and we can’t disappoint them. Interacting with them goes beyond mere customer satisfaction. According to Daniel Zanetti, author of Amaze your Customers, (2006, Kogan Page): “The goal is to have actively satisfied customers.”

Zanetti characterizes these type of customers as actively satisfied with the service provided and will say so whenever an opportunity presents itself: I have a very good relationship with the person who handles my account. He or she is always there when I need them and has always given me good advice. In contrast, the passively satisfied ones who become customers by accident, when asked to give reasons for their preference – in Zanetti’s example, a bank - would say: My parents banked their savings there. Or, Actually, I don’t really know why I chose that particular bank.

Going beyond pleasantries To maintain actively satisfied customers, Zanetti mentions courage, goodwill and consistency as three of the most important qualities that could amaze customers. He defines courage as the audacity to be different. Just being different won’t automatically make you better than your competitors, but it is often enough to give your company the reputation of being innovative.

He says goodwill or mutual liking ensures that customers identify emotionally with a person, a product, or a brand.

Mutual liking makes it a little easier for us to spend our

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As the reason for being where we are in the intensely competitive atmosphere of the 21st century telco industry, our customers – whether they are large corporations, medium or small businesses - deserve the service that should exceed their expectations. We owe it to them, so we have to offer them not only the best but the most amazing products and services.

money. We are inclined to be more generous to people who are friendly and above all, our level of tolerance is higher when others are friendly. Even if mistakes are made, we remain calm and collected, provided that we like those we are dealing with… Friendly and pleasant people are more attractive. They radiate warmth, energy, and an aura of success.

what makes relationships tick, and does not have to mean big programs. If you are in an industry filled with rudeness, then courtesy can be the edge.

Consistency is how we render remarkable service not only to loyal customers like Mila but to all customers.

The question is not how much time something takes or how much it costs. The only legitimate question is: what’s in it for the customer?

Billington writes that, “Learning about the unspoken needs of the customer can happen only over time, and through the kind of ‘customer intimacy’ that Fred Wiersema, author of Customer Intimacy: Pick Your Partners, Shape Your Culture, Win Together, recommends. Nurtured effectively, such intimacy will gradually blur traditional dividing lines between buyer and seller, and ease the sharp clash of interests or the only slightly submerged antipathy summed up in phrases like ‘Buyer beware’.”

We have to know them of course, especially our core customers, to be able to customize our products and services according to their needs and wants, just as the reps at the SSC know about Mila’s personal profile.

That’s what databases are for. But Zanetti calls it the Customer Loyalty System (we deliberately don’t call it a database, as we don’t see our clients as data to be managed).

Nurturing long-term connections As the reason for being where we are in the intensely competitive atmosphere of the 21st century telco industry, our customers – whether they are large corporations, medium or small businesses - deserve the service that should exceed their expectations. We owe it to them, so we have to offer them not only the best but the most amazing products and services.

Perceiving needs One of the significant ways to keep our loyal customers is to meet their unspoken needs. In Connecting With Your Customers, (2006, Harvard Business School Press), Jim Billington quotes Guff Muench, vice president of Distribution and Customer Support for Cummins Engine: …You must learn to satisfy unspoken needs, and go beyond expectations. This comes from understanding

And maintaining loyal subscribers like Mila, should always be on our list of priorities. They are the sun of our universe.

Their enthusiasm and incessant interest in our services draw our attention, just as they are drawn to us. The feeling is oftentimes mutual and we don’t let go of shared feelings.

We nurture them. That’s why we should nurture more Milas in our Customer Loyalty System. CC:

NOVEMBER 2015

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a new generation of technological entrepreneurs

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he digital search for the most creative, most innovative and most successful new breed of small to medium entrepreneurs (SMEs) has come to a close, and PLDT Smart SME Nation finally announced the highly anticipated first batch of winners for the first ever Bozz Awards. Bozz Awards is the first social media crowdsourcing search for the new generation of entrepreneurs who are harnessing digital tools to grow their businesses.

In partnership with Rappler, Voyager, Ideaspace, Bloomberg Philippines, Uber, Takatack and Airbnb, Bozz Awards was established to recognize SMEs who have displayed excellence in technological innovation and digital integration. In the long run, it aims to highlight the crucial role of digital technology in supporting the growth and sustainability of small businesses in the country.

“We’re ecstatic at the enthusiastic reception we got from the SME and digital communities,” FVP and PLDT Smart SME Nation Head Kat Luna-Abelarde said. “We exceeded our expected number of nominations by almost 150 percent and we’ve seen some really inspiring stories of digitally powered business success. Digital truly is the future, and this is a resounding testament to that.”

“The Bozz Awards is just the beginning of our efforts to help and encourage more Filipino SMEs to embrace digital platforms,” she added. “We hope that this new breed of industry movers and shakers will inspire other SMEs to embrace technology driven platforms and become digital.”

The Bozz Awards aims to recognize outstanding digital entrepreneurs that have the capability to be the next global Filipino icons in business and technology. The night formally

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PLDT EVP and Head of Enterprise, International and Carrier Business Eric R. Alberto, PLDT and Smart President and CEO Napoleon Nazareno, PLDT Smart SME Marketing Head Christian Lim and Ideaspace President and Founder Earl Valencia hudde during the event. opened by honoring two such icons – global leader in industrial design Kevin Cobonpue, and acclaimed business icon, PLDT Chairman Manny V. Pangilinan – both of whom tower above the rest in their respective fields of achievement.

In a grand unveiling, a third icon that evokes the highest standards of excellence was revealed in the form of the trophy designed by the renowned Kevin Cobonpue. Aptly named The Bozz, this icon is the artistic representation of the innovation, digital integration, and connectivity that define the foundations of digital entrepreneurship in the Philippines.

The Bozz trophy would be awarded to the new business leaders of the digital age.

Digital leaders From hundreds of nominees, the list was down to the top

21 PLDT FVP and Head of PLDT Smart SME Nation Kat LunaAbelarde welcomes the finalists and guests to the first-ever The Bozz Awards.

MVP and Kenneth Cobonpue

Boss for Customer Service Chino Ailano of TimeFree Innovations

Boss for E-Commerce Kim Lato of Kimstore

Boss for Social Responsibility Kristine Reyes-Lopez of Messy Bessy

Boss for Social Media Jason Magbanua

Boss for Mobile Readiness Carlo Calimon of MobKard

15, with three nominees for each of the five categories—Boss for Mobile Readiness, Boss for E-commerce, Boss for Social Responsibility, Boss for Social Media and Boss for Customer Service.

wedding videographers,” Magbanua is one of the most indemand wedding videographers in the country. He pioneered the “same-day-edit” videos, and his creations are popular on social media sites.

The Boss for Mobile Readiness is the one who makes their product or service accessible anytime or anywhere.

MobKard’s Carlo Calimon emerged as the winner of this category. MobKard is a mobile application that allows customers to receive exclusive promos in real time as they approach a store or a restaurant. It digitizes and converts traditional plastic privilege cards so merchants can create flash sales in store.

The Boss for Customer Service uses digital platforms to provide better service and improve their business processes.

Under this category, the first ever Bozz is TimeFree Innovations founder Chino Atilano. TimeFree Innovations is a virtual queuing solutions company. It allows users to get an e-ticket through their smartphone. They then receive SMS alerts regarding their position in the queue so users don’t have to waste time waiting in line. This innovation helps companies improve their customer service and build brand loyalty.

The Boss for E-commerce successfully maximizes the Internet as the world’s largest marketplace and Kimstore’s Kim Lato proved to be the one who exemplifies this. Kimstore is a name synonymous to online tech and gadget shopping. A pioneer of e-commerce in the Philippines, Kimstore is known for its commitment to safe and trustworthy online shopping of gadgets including notebooks, tablets, PCs, cameras, gaming consoles and of course, mobile phones.

The Boss for Social Responsibility is the one who effectively harnesses the power of technology for a notable cause. The honor of being the first ever Bozz awardee under this category went to Messy Bessy’s Kristine Reyes-Lopez. Messy Bessy Cleaners, Inc. produces and sells cleaning and personal care items made from biodegradable, non-toxic and all-natural materials. They operate with project HOUSE—Helping Ourselves through Sustainable Enterprises—which is a group of enterprises that employs and educates formerly abused, jailed and trafficked young adults.

The Boss for Social Media utilizes social media platforms to create meaningful connections with customers and grow an online community of brand advocates which is what renowned wedding videographer Jason Magbanua has been doing for the past decade. Known as the “holy grail of

The five winners each received a full-powered Smart Enterprise Biz Kit which consists of business-enhancing tools and gadgets, including year-long data subscription, to help keep them always connected to their customers and updated with their operations, even while on the go.

They will also be given a once-in-a-lifetime opportunity to see the world’s melting pot of technology via a Silicon Valley tour.

As a final twist, PLDT Smart SME Nation announced that the other 10 finalists will also join the exclusive tour.

The night capped off with a special performance from this generation’s musical icon Ely Buendia. Bossings and Bozz awardees alike came together as he and his band performed iconic OPM songs. To officially end the celebration for the country’s leading digital entrepreneurs, PLDT Smart SME Nation raffled off the latest gadgets to further enable individuals in their technoligal business ventures. CC:

NOVEMBER 2015

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DevFest participants are hard at work during one of their code sessions.

fo p u e ti p u o Gr er p o el ev D PLDT Innolab, PH Google

r

5 1 0 2 s e n ippi l i h P D e v F e st P

how we live, work and play,” Limjap added.

LDT, through its ICT research and development department Innolab, in collaboration with Google Developer Group (GDG) Philippines, recently organized this year’s GDG DevFest to help further strengthen its support for local developers and tech startups.

Drawing in innovators and participants at the PLDT Innolab in Mandaluyong, the two-day community-organized event serves as an avenue for developers to learn about Google technologies and other developer products.

With PLDT ICT Research and Development VP Joey Limjap are the DevFest speakers and coding mentors.

Speakers included Google Japan lead of Developer Relations team Takuo Suzuki who discussed about the developer platform ecosystem and Anuvat Rao, head of Product Partnerships & Strategic Partnerships at Google Singapore, who shared the future of search and mobile that serves as guides for developers in their app development.

GDG Philippines Community Manager Ralph Vincent Regalado said the group Aside from partnered with PLDT the talks, Innolab because the GDG DevFest innovation space is up Philippines to par with their specific The PLDT Innolab staff receive their certificate of recognition after hosting held breakout requirements. “Our DevFest now focuses GDG DevFest 2015. sessions allowing on code lab sessions. This requires our participants participants to do actual programming to take a crack on new technologies in mobile operating with a need for fast connection because the contents for their systems, app development, and design language, like Android output come from the internet.”

Marshmallow, Firebase, Material Design, and Polymer.

DevFest is the first in a series of partnerships with PLDT The event covered Code lab tracks facilitated by resource Innolab. “Innolab has the speed and the facilities we need persons Deuphil Kauffman (Android Marshmallow), and it’s easy to collaborate with them. Our global push for Cristopher David (Google Cardboard), Vicky Sy (Android development relations is to have quarterly events. We can Basics), Suzuki (Material Design for Android), and Karen Kay expect more collaboration between PLDT Innolab and GDG Matias (Firebase for Android), Ben Sarmiento (Firebase for Philippines,” Regalado added.

Web), Andreas Galster (First Polymer Elements & Polymer: Build Google Maps), Vin Lim (Polymer+Firebase), Reymart Joey Limjap, PLDT VP and head of ICT Research and Canuel (Firebase for Web & Polymer), Benj Tupas (HTML5 Development, welcomed the participants highlighting the Game Dev) and Grace Sojor (Material Design). Special tracks telcos’s thrust in supporting the GDG DevFest in line with the were also held by Josan Astrid (How to Use Gemma Kit) and unit’s mission. “Filipinos are one of the best developers in Joyce Guiao (Web Transitions/ Animations). the world. We are very creative and very resourceful. PLDT has always been supportive of these events helping empower Participants needed to finish three code labs with outputs our local innovators in developing the next breakthrough signed by their instructors. 20-year-old Madelaine Ann solution. This goes with our commitment to be at the cutting Tagnines, a computer engineering student from the edge of technological development and trends.”

Polytechnic University of the Philippines, attended previous events organized by GDG Philippines such as Google I/O 215 He also encouraged the participants to pursue their interests. and Beginner Android Game Dev Workshop. CC: “With your work and passion, I think you can (all) change

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t n e m e g a n a M e r u t l u C

s e v i t a r e p Im

W

hen HR professionals are now being invited to the table, they may perhaps be seen as consummate gobetween agents that align all shop initiatives with the big picture because of the supposed holistic perspective on the culture. True, our inputs will only bear weight with business acumen and a framework for getting everyone aboard an ‘accountability’ mindset.

being a part time psychologist. The managers have to uncover individual temperaments, work disposition types and natural inclinations.

He should be able to know what buttons to push and what buttons not to.

Filipino culture is far too generous at times. There is no real consequence That is why even in training, Motivating the troops can not be confined to a structured environment we should ensure skills application such as teambuilding workshops. It has to be constant and embedded in management for nonthat translate to tangible results. In the day-to-day coaching process. And coaching is not limited to a process. performance, except perhaps in Sales. That some courses, we need to be more The ideal is to be able to confidently claim, “We are a coaching culture.” is why complacency is creative. But seminars on product rampant. We should knowledge, sales, collection, customer interface and negotiation place a premium on core skills and expertise that impact bottom should be designed and executed with provision for postline. This should give our network engineers, IT specialists and conduct tracking of gains. My standard directive for our faculty relationship managers an edge. If we do not, the competitor will of EmpDev trainers: “Don’t disengage until there is evidence of and the talent, no matter how homegrown can be enticed. results. Crunch pre and post conduct scenarios. Measure!”

Many managers are still confined to administrative tasks and very few are taking a stab at coaching and mentoring. Talent stewardship should be factored in a manager’s performance appraisal with HR acting as shepherd. Nothing less than this will make him own up.

Another imperative that has surfaced and found relevance revolves around addressing the diversity in employee generations.

The emerging class of digital natives operates in a different realm.

Leaders must be able to connect, establish rapport and speak the language.

On the research that reveals 2/3 of employees claiming to be overwhelmed with work, my opinion is we cannot always equate activity with productivity. How many in our midst are simply majoring in the minors?It’s the endless tug-o-war between work hard and work smart. I daresay we sharpen the saw.

We also need to breed managers who possess adversity quotient.

Let’s face it – being techno savvy has also something to do with age. It may not be the sole basis, but those who grew up in the most gadget-laiden environment will tend to thrive in this digital pivot era. Seasoned people can navigate and take the lead in shaping the business to conform to the ‘high tech’ culture but it’s still the young folks that will find themselves most adept in operationalizing everything.

Tailoring Employee Profiling to Business Needs is a skill that’s been elusive with our leaders nowadays, used as they are to railroading their own agenda. The challenge here is in

Quite radical would be introducing a matrix type of performance appraisal system that’s not confined to boss and subordinate.

One which may include key clients served by the ratee who have sometimes become more exposed to the competencies (or lack of) of the employee being appraised.

In some progressive organizations,customer satisfaction (external and internal) gets incorporated in the performance appraisal with ascribed value weights.

Given all these, where do we find ourselves in the journey now?

Time to plot and assess the scorecard… and deal with what’s there. CC:

NOVEMBER 2015

24

e d a r g p U e id w n o ti a N s ie r First-in-a se

t r a e h -t f o e t a t s t PLDT unveils newes

in Subic The state-of-the-art upgraded Innolab facility in Subic showcases interior enhancements conveying PLDT’s integrated multiplatform and mobile directions.

upgrades made to the innovations laboratory in Subic since it was first launched in 2009.

“Innovation is at the heart of the PLDT Group. We at PLDT, aim to continue being at the forefront of technology by making research and innovation integral in its sustainable growth, and our state-of-the-art facilities in Innolab best displays the solutions and services that PLDT is capable of,” said PLDT/ SMART EVP and ePLDT President and CEO Eric Alberto.

Reflecting PLDT’s focus on technology and innovation, the Subictel Innolab conveys the integrated multi-platform and mobile direction of the company.

P

LDT officially opened the enhanced Innovations Laboratory or Innolab housed in PLDT SubicTel affirming its objective of showcasing the latest technologies and solutions available for customers. It also serves as a development hub for ICT products and services for PLDT and its partners.

The first-in-a-series of nationwide upgrade of all PLDT Innolabs in the country, the SubicTel Innolab opening showcased the interior enhancements and equipment

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SubicTel Innolab provides an interactive venue that showcases various solutions catering to the needs of different customers.

Some of the featured solutions for Enterprise are Cloud, Big Data, Mobility and Digital solutions, while PLDT HOME showcases DSL, Fibr, Telpad, Tvolution and Fam Cam. “We want our Innolabs to serve as a technology playhouse, a venue for partnerships and collaborations, and a vehicle for technology awareness campaign. Its design is aligned with the ICT solutions that we are able to provide, and what our businesses and our customers can take advantage of,” said PLDT VP and Head of ICT Research and Development Joey Limjap.

25 PLDT EVP and ePLDT President Eric Alberto, extreme right, leads the ribbon-cutting ceremonies during the launch of the new Innolab facility in Subic. With him are, from left: ePLDT Group COO Nerissa S. Ramos, PLDT VP and Head of ICT Research and Development Joey Limjap, SBMA Chairman Roberto V. Garcia, Olongapo City Mayor Rolen C. Paulino and PLDT Corporate Relationship Management G VP Renato L. Castañeda.

Business solutions are also in place offered by PLDT’s corporate business units PLDT ALPHA Enterprise and PLDT SME Nation, while its mobility ICT solutions like Smart mobile services and Cloud solutions are on display for guests to try out.

PLDT/SMART AVP and Head of M2M, IOT and Digital Mobility, Chet Alviz provided an overview of the digital solutions that the telco’s enterprise group has to offer saying “Innolab’s integrated enterprise solutions demo area features a host of digital services ranging from Mobility, Cloud Analytics and Big Data. Nearby organizations can take advantage of this in testing any of their new services.

PLDT Innolab technology specialists provided an engaging product demonstration. Mobility and cloud solutions were effectively presented by utilizing large touchscreen tablets and monitors.

The unveiling of the new SubicTel Innolab kicked off the renovations that other Innolabs will undergo. Expected to be completed by 2016, the Innolabs in Manila, Clark, Cebu, Davao and Baguio will soon showcase their new designs and facilities tailor fitted on the specialty industry of the area or region where the labs are located.

The event was graced by the SBMA Chairman Roberto V. Garcia, Olongapo City Mayor Rolen C. Paulino

“We want our Innolabs to serve as a technology playhouse, a venue for partnerships and collaborations, and a vehicle for technology awareness campaign.

Its design is aligned with the ICT solutions that we are able to provide, and what our businesses and our customers can take advantage of.” accompanied by his better half, Mrs. Cynthia Co Paulino, a member of the SBMA Board of Directors and Benjamin E. Antonio III – another distinguished member of the SBMA Board of Directors. CC:

NOVEMBER 2015

26

PLDT continues to touch lives in Bacolod City’s

Masskara Festival

By Dang Vista, PLDT Negros CSOZ and Alice Tuazon, PLDT ComRel

O

ctober marks the beginning of utmost creativity in Bacolod City, more popularly known as the “City of Smiles.”

Continuously drawing crowds of both local and international tourists, the annual Masskara Festival celebrates its 36th year with the theme: “It’s Booming Bacolod. Experience the Vibrance!”coinciding with the city’s 77th Charter anniversary.

Various events made the festival a bright success, including Electric Masskara, Masskara dance parade competition, trade and tourism expo as well as the colorful float parade. To make the festival more meaningful, PLDT Community Relations Division headed by Evelyn M. Del Rosario spearheaded the feeding program for the children and the elderly in partnership with the PLDT Negros CSOZ employee-volunteers. The children and the elders enjoyed the food, fun games and prizes .

PLDT Negros CSOZ employee-volunteers gather with some of the beneficiaries.

Three barangays became the beneficiaries of the program namely, Brgy. 19: where PLDT Bacolod belongs, Brgy. 21: who are active donors in the PLDT Blood Letting activity, and Brgy. 17: the nearby barangay.

As PLDT continues to enhance its image in the community where it belongs, PLDT ComRel also inspires the employees and light up the spirit of volunteerism in their hearts.

For PLDT Negros CSOZ employee volunteers, their commitment is not just to give the service to the customers but to help in their own little way by sharing their love to our less fortunate brothers and sisters, thus strengthening the trust and loyalty among PLDT customers.

Applicants take a glimpse of PLDT Home products and services offered during the festival.

Creating a more festive environment, PLDT also showcased its exciting products and services by the inclusion of an added attraction through the presence of the PLDT Home and Telpad blimps. Home booths were also present

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PLDT Negros CSOZ Head Rene Santillan distributes food packs to the children and elderly. in the major event venues offering Home DSL, Famcam, Telpad, Ultera, Iflix among others. Booth visitors were treated with fun games and Famcam and Telpad demos. PLDT was able to get 259 various applications during the festival. By encouraging the people to avail themselves with these various products and services, PLDT continues to provide a more effective connectivity nationwide.

Bringing smiles to children and elderly alike, PLDT spreads positivity and love ultimately, touching the lives of these people by the simple acts of kindness they continue to impart. CC:

Shown during the medical and dental missions in Zamboanga are PLDT ComRel Head Evelyn M. Del Rosario, Zamboanga City Mayor Beng Climaco, PLDT Zamboanga CSOZ Head Amante De Guzman, PLDT Clinical Services Head Jun Limjoco, PLDT volunteerdoctors and employees with the beneficiaries and Zamboanga local government volunteers.

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Zamboanga medical, dental missions

Reaching out, doing more Del Rosario, together with Zamboanga CSOZ Head Amante De Guzman, distribute the slippers donated by the PLDT Visayas-Mindanao Customer Service Operations District, Regional Access & Transport Operations and RegFxATOp.

R

eaching out to the least of our brothers and sisters, the PLDT Community Relations Division headed by Evelyn M. del Rosario and its Manila volunteer-doctors and thru the assistance of the PLDT Zamboanga Customer Service Operations Zone recently partnered with the local government of Zamboanga City and the City Health Office for the medical and dental missions as well a feeding program in barangays Muti, Tagasilay, Tigbalabag, Mangusu and Tictapul, Zamboanga City.

It was overflowing with love and support as PLDT served 810 medical and dental patients composed of both adults and children while simultaneously feeding a total of 596 children.

There was much to be thankful for, as Zamboanga City Mayor Beng Climaco sends her appreciation to the team behind the medical and dental mission and feeding program. The mayor relayed her words of thanks to Del Rosario, the surgeons and dentists from Manila and to the whole PLDT team, for giving their time, talent and resources during the three consecutive outreach events.

PLDT ComRel’s corporate social responsibility (CSR) initiatives in Zamboanga, in coordination with its city government, were also a big help to the Mindanao Fixed Access & Trans Operations and the Mindanao Asset Protection. Gathering the barangay captains, kagawads and tanods, PLDT made a presentation on the fiber optic cables and also discussed ways to safeguard and protect such cables.

PLDT volunteerdoctors Jun Limjoco and Rey Bitantes attend to mission participants.

Moreover, in line with PLDT’s partnership with the barangays in protecting our fiber optic cables, a patrol kit was handed over to the barangays by the Mindanao Asset Protection.The kit includes some caps, raincoats, I-protect shirts, night sticks and search lights which they can use while patrolling.

The PLDT VisMin Customer Service Operations District, Regional Access & Transport Operations and RegFxATOp executives and staff also donated 550 sets of slippers to the poor children in the said barangays. The employees themselves volunteered to share some of their resources to bring smiles to the children in the far flung barangays.

The PLDT employee-volunteers bravely travelled for more than an hour to reach the far flung and security risks areas as a reflection of their sincere support to the local government of Zamboanga City in extending a helping hand to their less fortunate brothers and sisters.

“PLDT ComRel’s CSR efforts extend beyond just donating and giving alms to the needy but also to support PLDT’s network operations, marketing efforts and the company as a whole in order to maintain PLDT’s image as a company who does business with a good heart to the poor and to the needy,” said Del Rosario.

There is nothing more fulfilling than the joy of giving. PLDT ComRel reaches out to different people from all walks of life, extends help, and continues to do more for a nation that constantly thrives and grows. CC:

NOVEMBER 2015

28

life+arts

g n i t c e n n o C s r e m Custo with

“A Salute to the Man in Yellow” Painting by Jeffrey S. Quilatan, IT Mediation & Settlement Systems Medium: acrylic on canvas

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CONNECTING WITH THE KING

By Nette A. Flores, EmpDev

T

he Customer is King. What the King wants, the King gets. It is vital, therefore, to know what the King or the Customer wants. And how do we know what the Customer King wants? Through feedback. And how do we get feedback? Through compliments, complaints and surveys.

Feedback should be seen by the service provider or supplier as a gift, something to be glad about in receiving. Because it helps him know where he stands in the eyes of his customer – where his service or product is strong and where it is weak. For complaints, rather than immediately switch to competitors, feedback gives him a ‘second chance’ to improve his service or product.

A PLDT customer experiences being offered its (PLDT’s) products and services and if he accepts or buys, its installation or provisioning, after which he is billed and if the product or service has broken down, its repair or restoration.

So probably, the important questions to ask are: Do we offer the Customer the products or services best suited to his needs? Do we have available facilities that can provide these needs?

If he accepts and buys, do we install them even (this would delight him!) before he even expects it?

Do we bill him correctly and does the bill arrive on time?

To show him that we are not just after customer acquisition but retention, do we immediately repair or restore disrupted services?

Of course, these are easier said (or, in this case, asked) than done.

So many things come into play in serving millions of customers with various needs and, if I may add, various personalities.

Whether at the frontline or at the back end, in Operations or in Support, everything must be orchestrated to play one harmonious tune for the customers’ satisfaction. We must simply get our act together for the King!

Daunting but possible. Challenging but fulfilling when accomplished.

So, how do we connect with the Customer King in the course of providing him the best Customer experience?

I think that nothing beats connecting through constant and clear communication.

This does not involve just talking to him but more importantly, listening to him and continuously getting feedback from him.This way, we get his needs, wants and expectations right.

We also ensure that we let him know, every step of the way, what’s being done as we attend to his complaints, suggestions, feedback. That would be reassuring.

We let him know where and how he can communicate his concerns to us fast.

We don’t give him the run-around. We know with certainty and accuracy what to inform and advise him. And communicate this clearly, correctly, coherently.

This way, we “communicate” to him that we care, that we want to keep him happy, delighted and satisfied, and that we share with him his high regard for the products and services we provide.

This way, we don’t lose the connection but rather win the affection of the King….. Hopefully for life! CC:

On Love and Service

By Laemar John V. Chavez, Fixed Service Network Serving our customers is like loving someone.

We have to dedicate time and give them importance Listen to them, give them advice

Listen and respond with right answers For them to give you trust And loyalty like no other

Be presentable when meeting them up It’s like dating our most-awaited love We have to impress and be at our best

Serve them with respect and a good heart So they won’t forget what you have said And always remember how you made them feel

Talk intelligently with some humor But be sensitive in your approach Speak pleasantly with conviction

Do the unexpected to create delight Surprise them with pleasant news Brighten their days, make them come back.

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Happy Client, Happy Life

By Melvin Artugue, FMA – ESAM Team C

p l e y h o i

m w o h ay

AGENT: (Acknowledges the call) Hi! This is John Dela Cruz from PLDT Helpdesk, at your service!

CLIENT: Thank you John. By the way, I’m Eve Mendoza. Can you help me restore my internet connection?

I badly need it now. I have a lot of things to do online.

AGENT: Yes Ma’am!

Can I have any reference number such as account number or PL number?

CLIENT: It’s 028330145.

AGENT: Ok Ma’am. Let me hold this call for a second as I check your account.

CLIENT: Alright!

AGENT: (Creates incident ticket 14344444) Thank you for waiting Ma’am. We have issued incident number 14344444 for this report. May I know the modem status at site?

CLIENT: Is it the light indicators you are referring to?

Ahmmm... The LAN1 and 2 are blinking; INTERNET is also blinking, as well as the DSL. AGENT: Oh, I see. Ma’am may we conduct a power cycle of the modem? Let us just turn off the modem for 20 to 30 seconds then turn it on again.

CLIENT: Alright! Let’s do this! (Refreshes modem) Ok, done.

What’s next?

AGENT: May I know the latest modem status Ma’am?

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AGENT: Let us endorse this to our field team for checking at last mile. May we have your availability?

CLIENT: I am here till seven in the evening then I will have my dinner at a certain restaurant later. Please have this checked immediately.

day? u to

CLIENT: (Calls 177 hotline) Hello! I want to report my DSL connection. I can’t connect to the internet right now.

CLIENT: Mmmm...It seems that nothing has changed. (Sigh)

AGENT: Yes Ma’am! Rest assured that this will be handled with utmost priority. (Stages ticket to field technician’s workgroup) We will just give you feedback from time to time Ma’am.

CLIENT: Alright. Just feel free to call me anytime. Thank you so much.

AGENT: You’re welcome Ma’am. <After an hour> AGENT: Hi Ma’am Eve, this is John again from PLDT customer care.

CLIENT: Hi! A technician just checked our line cables going to the modem and went to your Central Office.

AGENT: Yes Ma’am. After which, he went to check the terminations at our AG cabinet where your link resides. He fixed the jumper wire at your designated port assignment. May we know the current status on your end?

CLIENT: My internet finally came back! Thank goodness!

Thank you so much for your proactive assistance!

AGENT: Always at your service Ma’am! Is there anything you would like me to help you with?

CLIENT: Ahmm...no more! Everything is now ok! Thanks again John! I commend your competence and excellence at work!

AGENT: Good to hear that Ma’am! Rest assured that we are always here to assist you.

CLIENT: Ok, bye! <Call ended> <Happy customer…> <That’s what we aim for!> CC:

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At Your Service, YES

By Marjory C. Sy, ProdServ

We are all customers on different perspectives Where we have our goals, targets and objectives Counterpart service providers should address With nothing short of what is the best

Artwork

by Danny “Bimbo” Handayan, Tondo ssc

Our demands are sometimes out of this world And find providers not keeping their word We expect to be treated as kings and queens Receiving only the prime, nothing less or in between When expectations are not equal to reality We get frustrated, irate or fumingly angry But the truth of the matter is that we may fail to see Two-way communication plays an important key Requirements should be listed in detail Confusion and assumption to curtail Ask questions to clarify, constraints identify Service delivery will then be simplified Constant checkpoints should be made To set the atmosphere for collaboration and updates To discuss what is completed, at risk or delayed Service, after all, is value delivered for what is paid

We make our customers happy by making them feel that we listen to their concerns, and that we are willing to resolve and provide a solution—it’s like making them feel that we are part of their team.

- Elaine Marie A. Ong, Corporate Relationship

The best product is when service is delivered With the customer delight in mind With lousy customer experience, a good product suffers Resulting to dissatisfaction and customer crossing the other line

Take me through time

Let us give our customers a YES Your needs – we discuss and collaborate how to deliver Expectations listed, resources and limitations we agree Sharing what is true and not keeping anyone blind

By Katrina Dominique A. Mallari, Media Take me back to that first year, When we’re starting to build Something that is bigger than us One that is meant to be for another Take me through the years that have gone Where changes and growth Strengthened what we have thrived Where the people we serve would often just smile Take me back to that 85th year, Where we celebrated highs and lows With the people who made us The ones who continue to be our partners through changing times Take me to today, Innovating for the last 87 years, Creating progress And still changing people’s lives NOVEMBER 2015

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Keeping Our Customers Happy

Becoming reasons

By Laemar John V. Chavez, Fixed Service Network

By Ma. Teresa D. Borja, Enterprise Service Assurance Management

Reason begins with you, our dearest customers Instilling upon us the ability To go beyond what is enough Giving quality service, establishing loyalty

here are a lot of ways to keep our customers happy but the very first thing should always be – Treat your customers right; make sure all customers’ issues and concerns are answered in a timely manner with a friendly and personal response. Address your customers by name and tell them your name at the very beginning of the interaction.

Sadness dawns upon us, When our service goes down the hill Figuring out whys, trying to cross certain paths Like a ghost town – forgotten and unrecognized

T

We should respect our customers all the time, always listen and hear what they are saying. It is very important to respect our customers’ mood when trying to resolve an issue they have with our company. Having patience is also a key in giving the customers their time to air out their concerns.

This will also give us the opportunity to think further on how we can help them. And of course, we all know that THE CUSTOMER IS ALWAYS RIGHT. This should always be the golden rule of every business.

The #1 reason for customer attrition is dissatisfaction with customer service. Do everything in your power to provide excellent service to your customers on an ongoing basis.

Respond quickly and enthusiastically, and be ready to present a special offer or discount with the hope of up-selling the customer to buy more. There’s never any reason to slow down on satisfying our customers. CC:

You are not nuisances– Waiting until the end But people to be cared for, To be given what is needed and well-deserved Service is a two-way street– Customers claim a certain need Entrusting us what they want; Creating perceptions of far greater value Offering nothing but the best To the people who deserve so much more Than mediocre service and care Here’s to you – Valued customers who know exactly what they want Becoming reasons, knowing what’s sure Figuring out ways to find services From us to you– Creating extraordinary measures, Turning your doubts into great knowing And until the end, we only dare say– We give our best to you In all ways, always

Artwork by Danny “Bimbo” Handayan, Tondo ssc

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Connecting with customers means three things for me: 1.

Empathizing with them as they make their complaints. That way we calm them down and we avoid further arguments.

2.

Making them feel at HOME as soon as they step inside the PLDT office, by simply showing a pleasant face and welcoming them warmly.

3.

Connecting means giving focus to our customers and listening patiently to the very end of what they have to say.

- Gloria C. Landicho, Batangas Customer Service Operations Zone

33

aldub, hugot, forever and other fairy tales

By Leopoldo Lalim

C

losure. EVERY TIME.

When we get asked “what do we need for the best customer service?” we would take a hundred steps back, review every last detail of our customer life cycle, and ultimately end up - amid the chaos - picking a card to find the answer. We would understand that the majority of our customers are Filipinos.

We will ask ourselves the same question over and over for every service and every product that we will offer. To make our lives easier, we looked for a certain mantra that we would aim for. We would come up with “establish the connection”.

I am possibly too simple minded or I might just have enough percentage in anti-social-ism that I could not understand how having a “connection” would make a customer want more of a certain product.What comes to mind when we hear “connection”? What is in a connection that makes it so important?

As a business, we want our “connection” with the customer to extend for the longest period of time and to do so we inject all the bells, whistles and plot twists we can think of. This worked – before. We established our “connection” decades ago. We established it so much that we became a household name.

What then is in a connection that makes it so important?

As a simple minded individual, I understand a “connection” as a link between two distinct points – with a beginning and an end. We concentrate too much on the link that we always forget that ending. I think a customer only needs closure – in every step. In 1956, for Jay Forrester, “connections” would be viewed via systems thinking. For a simple minded Filipino living today, closure.

ALDUB The noontime show that generated 40M tweets had masters in the closure of every episode. They connected by being masters at making people talk. They went beyond social by creating a product that can be shared.The “Kalyeserye” concept got people to group up and consume their product as a community. Rather than simply making customers happy with our products, maybe we need to imagine how we can make our customers happy when they know that their neighbor is also a PLDT customer.

HUGOT Spoken word in the Philippines has been dominated lately by “hugots” with the best ones having the best closures – a

resolution after a heartbreak. The artists, by internally having their own complete understanding, make people realize where they are coming from by giving them the whole picture. These “hugots” make the consumer connected to the one presenting. In the end, the listener feels that he can close his eyes and look away.

FOREVER Filipinos fail at history: who can forget the person who asked why Apolinario Mabini was seated in the entire Juan Luna Movie? Yet, Filipinos would readily deride, “WALANG FOREVER!” There is so much closure in “walang forever” that the current generation has started enjoying this seemingly tragic fact. The consumer connects with the #YOLO slogan and aims for experiences never thought of before. The tourism industry is gaining traction and we are becoming a country competing around the world.

Maybe we need to imagine how we can get our customers to protect our infrastructure for us.

FAIRY TALES From the first time James Bond got so bloody (Casino Royale – Daniel Craig) to the current Disney movies that break their own dogmas (kudos Frozen), there is a growing distaste for promises of grandeur. The allure these “fairy tales”, though harsh, have is that they make everything come together. We will not survive by simply being clean standing high and mighty. Rather than making people sit down with us, maybe we need to imagine how to water the plants, shut the doors, and even tell our customers to drink medicine?

Closure. EVERY TIME. We are haunted by the paradox where Filipinos want almost everything for almost nothing. This generation enjoys being able to comment even when they have only a sliver of information.

Every time they come across issues they will ride every bandwagon to take a shot at us. Filipinos do not understand the importance of our infrastructure and of how much we sweat blood for it.

We must start to hold each other’s hands before we reach out to our customers. We need every step and employee to be forces of attraction that strengthen our pull towards the customer. Our customers need that “closure” - that feeling of fulfillment where no questions linger. We need to take every part of the process as a distinct ending. We need each ending to keep leading to a better beginning that would not have been possible without us. At each new beginning, we need to hold customers’ hands and let them look forward. This is when we will have a “connection”. CC: NOVEMBER 2015