Salesforce, an AI customer relationship management (CRM) provider, announced that Globe Business, the enterprise arm of Globe Telecom Inc., is using Salesforce’s unified platform to enhance its customer experience operations.
The partnership focuses on using artificial intelligence (AI) to give Globe Business teams better insights and recommendations across the customer journey, from acquisition to after-sales support. By adopting Salesforce solutions such as Service Cloud, Sales Cloud, and Einstein for Service, Globe Business has reduced its customer service workload by 34%, allowing employees to focus on more complex customer needs.
“Customer expectations in the telecommunications industry have never been higher, especially in the areas of speed and service quality,” said Abraham Cuevas, regional vice president and country manager, Philippines, Salesforce. “Globe Business is leading the charge in the Philippines by embracing AI as a core driver of its transformation journey.”
Cuevas said Salesforce continues to help organizations like Globe Business use AI to strengthen customer relationships and drive innovation.
Globe Business has also piloted Agentforce, the agentic layer of the Salesforce Platform, to give its sales teams quick access to accurate and relevant customer data. This helps them understand and respond to customer needs more effectively.
By using automation and AI, Globe Business has reduced manual work and improved its ability to deliver faster, more personalized support. With Service Cloud, Agentforce, and Einstein for Service, customer emails are automatically categorized using AI and routed to the right teams. The platform’s built-in generative AI tools also help agents draft responses and collect details needed to resolve cases accurately.
Since the system’s rollout, Globe Business has cut customer support tickets by 28% by removing duplicate cases and lowered the manual workload of its technical support team by 34%. Around 80% of cases are now accurately classified based on customer intent.
“Salesforce has become a pivotal part of our customer experience strategy, enabling our teams to move beyond manual tasks and focus on truly understanding and connecting with our customers,” said KD Dizon, head of Globe Business. “We will continue transforming with AI to deliver exceptional and personalized experiences. Seeking customer feedback and being transparent about our use of AI is important to our strategy and keeping customers at the heart of our business.”