Philippines AirAsia Inc. has tapped PLDT Enterprise in reconfiguring its customer support strategy to respond to the limitations of the lockdown.
Under the partnership, PLDT Enterprise will provide and manage Emergency Disaster Hotline services through its ICT arm ePLDT powered by CuroTeknika.
The service aims to support a full online customer service delivery plan for Philippines AirAsia, Inc., with digital platforms becoming the main conduit for customers to reach the airline company for questions or complaints.
“Our partnership with PLDT enterprise is aimed at providing our AirAsia guests with enhanced digital solutions in our customer support channels,” Ricky Isla, president and chief executive of AirAsia Philippines.
“This is very timely and relevant, given the various quarantine announcements that we need to immediately share with our guests, so that they can better prepare for their flight and gain quick feedback from us when needed,” he added.
With the COVID-19 and quarantine measures in place, Philippines AirAsia, Inc. has had to re-think its customer service strategies to ensure that they deliver support as needed and when needed. ePLDT proceeded to provision the deployment of its Emergency Disaster Hotline services, a converged Voice and Data solution that provides a feature-rich, multi-channel Contact Center experience. It also provides businesses with a dedicated, high-capacity and fully redundant solution specific to the company’s requirements.
The Emergency Disaster Hotline services is powered by CuroTeknika, which delivers a suite of IT Support Services to help Philippines AirAsia, Inc. effectively handle the diverse aspects of their customer service strategy.
“Our enterprise customers have always come to us to support evolving business strategies and digital initiatives to respond to the changing demands of their operations,” Jovy Hernandez, ePLDT president & chief executive and senior vice president &hHead for PLDT and Smart Enterprise Business Groups said.
“We are grateful for the continuous trust that Philippines AirAsia, Inc. has given to PLDT Enterprise group and they can always expect us to deliver the innovative services and solutions they need – both in normal and extraordinary times – to ensure that they in turn provide the highest quality service to their customers,” Hernandez added.