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To Assist Customers’ Businesses, PLDT Enterprise Has Launched A Digital Transformation Program

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PLDT Inc.’s Enterprise Business Group has begun a multi-million dollar digital transformation effort targeted at increasing service delivery, employee engagement, and operational efficiency in order to better meet the needs of its clients. As the company continues to strengthen its offerings for businesses eager to make the switch to digital, it also improves its own digital transformation efforts.

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(L-R) Carla Tabuena, Vice President & Head of Enterprise Business Service Operations Management; Alfredo S. Panlilio, Smart President and CEO and PLDT Chief Revenue Officer;  Joachim Horn, Chief Technology and Information Advisor of PLDT; Jovy Hernandez, ePLDT President & CEO and SVP & Head for PLDT and Smart Enterprise Business Groups

The program will be carried out in collaboration with three global tech giants: Salesforce, Vlocity (a Salesforce Company), and Capgemini. The transition will begin with the move of its customer relationship management platform to Salesforce, which will be strengthened by Einstein, Salesforce’s artificial intelligence (AI) capability. This feature seeks to assist in the creation of a personalized end-to-end customer journey, hence improving every interaction PLDT has with its customers.

“We are pleased to be cooperating with global technology leaders that share our business philosophy of placing the consumer at the core of our services,” said PLDT and Smart. “I am convinced that by providing our staff with Salesforce, Vlocity, and Capgemini capabilities, we will be able to deepen the interactions we have with our customers,” stated Al Panlilio, President & CEO of Smart Communications, Inc. and PLDT, Inc. Chief Revenue Officer.

“At PLDT Enterprise, our goal has always been to have a positive influence on our customers, and this is even more true given the current business environment. Jovy Hernandez, ePLDT President & CEO and SVP & Head of PLDT and Smart Enterprise Business Groups, said, “With this transformation program, we are not only allowing our customers to embrace the call to become more digital, we are also espousing the importance of digital transformation in elevating service delivery.”

“This is precisely why, as our systems continue to evolve and develop, we empower our people,” he added.

Vlocity’s industry-specific applications, which are built 100 percent natively on Salesforce and provide PLDT with a simplified enterprise product catalogue, digital CPQ, contract and order management solutions, and digital commerce, have been added to PLDT’s new platform.


“PLDT and Salesforce have a similar concern with customers,” said Renzo Taal, Salesforce’s Senior Vice President and General Manager for Asia. “PLDT Enterprise will be able to leverage Salesforce to innovate with AI and connect with their customers in a whole new way as part of our customer-centric approach to digital transformation.”

Vlocity’s Dan Ford, Senior Vice President and General Manager, Communications & Media, said, “We are thrilled to join with PLDT, Salesforce, and Capgemini to deliver one of Asia’s most significant digital transformation programs.” “Vlocity Communications software tools, when used in conjunction with Salesforce, will enable PLDT Enterprise to more swiftly bring novel fixed-line connection, wireless, and ICT solutions to market, as well as service its clients with exceptional agility.”

Capgemini will lead the implementation and ensure that the digital operations model is viable for PLDT. The worldwide consultancy leader has aided in the development of a roadmap to make the platform transfer as seamless as feasible, advocating for the company’s overall transformation of people, processes, and technology.

Gaurav Modi, Capgemini’s Managing Director for Southeast Asia, stated that the program’s systems and processes were created in order to fulfill PLDT Enterprise’s objective to make a difference in the Philippine enterprise market. “We are delighted that PLDT has chosen Capgemini to create and deliver its digital transformation initiative over the long term. “This relationship will help PLDT realize its digital strategy, maintain efficient operations and greater competitiveness while providing customers with unique, digital experiences,” Gaurav Modi said.

“Capgemini’s team, with over 30 years of experience in the telecom sector, is uniquely positioned to support PLDT’s digital transformation program, which will enable one of Asia’s leading telecommunications groups to deliver value at speed and scale for both its customers and its businesses,” he added.


PLDT Enterprise’s system architecture will combine all client needs onto a single platform at the end of the program, enabling workers and customers alike. The program will accelerate digital transformation and adoption for the Philippine enterprise market as a result of enhanced processes, allowing PLDT Enterprise to stay true to its objective of creating a positive effect on every business.