HOLCIM Philippines, Inc. has turned to digitalization that enabled it to keep serving and engaging with customers despite business disruptions brought about by government-imposed lockdowns amid the coronavirus disease 2019 (Covid-19) crisis.
Its online customer service portal, Easybuild, allows it to safely and easily transact with business partners even though peoples’ movement and interactions are restricted by quarantine protocols.
The website’s utilzation rate as of May 2020 has increased to 91 percent from 56 percent during its kick off last year.
Available as a mobile app, it provides partners a 24-hour connection with the cement-maker and solutions for a hassle-free experience in placing orders, checking delivery status and reviewing account history and credit standing, among others.
Also, it has an ePayment facility that is accessible to clients all the time albeit during tough times when traditional types of transaction are not doable.
The company has also launched E-KONEKTA, an online customer engagement program that gives updates on its directions, share knowledge and best practices on health and safety and to bond with business partners while lockdowns are being implemented.
To date, four E-KONEKTA sessions have been conducted, with participation of close to a hundred customers who embraced the firm’s digitalization to sustain engagement.
This initiative, according to Holcim Philippines Senior Vice President for Sales William Sumalinog, is the first of several upcoming customer engagement activities lined up to adjust to the new normal.
“Particularly in times of crisis, a customer’s interaction with a company can trigger an immediate and lingering effect on his or her sense of trust and loyalty. It is vital for us to keep our warm ties with customers so they continue to feel being part of the Holcim family,” he said.
E-KONEKTA has three components. First of which is Kumustahan, an online dialogue on relevant updates on the business between key customers and Holcim’s top officers.
Second is Customer Safety Engagement, a cyber orientation and training by sales on key health and safety practices at the company’s websites as well as recommendations for enhancing sanitation and social distancing at partners’ hardware stores or project sites.
Third is Excellent Squad, which is a per area or cluster engagement using Facebook to create groups or communities where online contests, trivia, throwback photos, inspirational videos, and industry updates are shared. Patrick Villalobos