PLDT Enterprise Powers Philippines AirAsia, Inc. With Emergency Disaster Hotline

Philippines AirAsia, Inc. tapped PLDT Enterprise to restructure its customer support strategy in response to the lockdown’s constraints while still ensuring that they give reasonable assistance to their consumers.

Philippines AirAsia, Inc. strengthened its relationship with PLDT Enterprise, with the latter’s ICT arm, ePLDT powered by CuroTeknika, providing managed Emergency Disaster Hotline services. The service seeks to complement Philippines AirAsia, Inc.’s comprehensive online customer service delivery plan, with digital platforms becoming the primary means for customers to contact the airline firm with queries or concerns.

With the COVID-19 outbreak and quarantine measures in place, Philippines AirAsia, Inc. has had to rethink its customer care tactics to guarantee that it provides assistance as and when it is required. ePLDT then went ahead and set up its Emergency Disaster Hotline services, a converged Voice and Data solution that offers a feature-rich, multi-channel Contact Center experience. It also offers organizations a specialized, high-capacity, and completely redundant solution tailored to their specific needs.

CuroTeknika, which provides a portfolio of IT Support Services to help Philippines AirAsia, Inc. properly handle the many facets of their customer service strategy, is behind the Emergency Disaster Hotline service.

Jett Tinio, CuroTeknika’s Chief Operating Officer, said, “We help organizations achieve consistent and differentiated customer engagement by aiding in the administration of consumer interaction platforms including social media.” “The services we provide Philippines AirAsia, Inc. ensure that their customer support team has the necessary technology to respond to customers’ inquiries in a timely manner.”

Philippines AirAsia, Inc. and PLDT Enterprise have a long-standing relationship, with the former using the latter’s numerous fixed-line and wireless connectivity services in the past. They used numerous IPVPN connections to connect their sites and provide optimal network communication. Their headquarters at NAIA Terminal 3 distributes PLDT iGate internet to their different regional offices in the Philippines over IPVPN lines.

PLDT Enterprise is also a wireless powerhouse, serving as the major mobile communications provider for Philippine AirAsia, Inc. personnel.

Jovy Hernandez, ePLDT President & CEO and SVP & Head for PLDT and Smart Enterprise Business Groups, commented, “Our enterprise customers have always looked to us to support developing business strategies and digital efforts to respond to the changing demands of their operations.”

“We are grateful for Philippines AirAsia, Inc.’s continued trust in PLDT Enterprise Group, and they can always count on us to provide the innovative services and solutions they require – both in normal and extraordinary times – to ensure that they can provide the highest quality service to their customers,” Hernandez concluded.

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