The telecommunication service provider was given commendation for its one-stop application that caters to customers’ tailored needs.
Converge ICT Solutions Inc. was regarded as the Philippines Digital Experience of the Year - Broadband Telecommunication awardee at the Asian Experience Awards 2024. The company received such an honour for its innovative Converge GoFiber app and FB Chatbot.
Digital transformation journey
As the digital landscape rapidly advances, Converge has pursued to fundamentally transform its technology and business processes through the Converge GoFiber app and FB Chatbot. More than being traditional system upgrades, these initiatives represent a complete reimagining of the customer experience.
Converge established its digital transformation journey with ambitious goals, aiming to attain remarkable results in operational productivity and customer satisfaction. The key areas addressed in the project include streamlining workflows, in which internal processes are simplified to improve overall efficiency; reducing manual errors and improving accuracy by automating tasks; and enhancing data analytics to make informed decisions and drive business growth.
Moreover, the project focusses on improving scalability through systems that could grow and adapt to increasing demands and complexities and on providing an optimum experience for customers.
The Converge GoFiber app, the centrepiece of the digital transformation project, replaced the company’s outdated Xperience app. Being a revolutionary tool, this offers a joint solution for application submission and subscription management. Converge also deems the application a complete reinvention of its digital presence.
Its key features include a swift subscription application process; a real-time area coverage check, which helps customers instantly verify service availability in their location; comprehensive plan and product information to assist users in making informed decisions; intuitive subscription management tools, which give users the autonomy to manage their subscriptions with ease; and advanced usage monitoring capabilities that provide access to real-time insights into usage.
The GoFiber app has empowered Converge’s customers’ control over managing their accounts at their fingertips. With streamlined bill payments and instant notifications about service status, customers are assured of convenience and transparency.
Setting new standards
This digital transformation’s impact on the company goes beyond the customer interface, as it also brought remarkable improvement to its internal processes. Converge achieved substantial efficiency gains by automating routine tasks and enhancing its data analytics capabilities. In addition to this, the company has not only reduced operational costs but also empowered its team to focus on higher-value activities.
Externally, this strategy also established new benchmarks in the telecommunications industry with the integration of an advanced intelligent chatbot. Some of the customer service standards brought about by this are instant responses, enhanced scalability, optimised resource allocation, and boosted brand loyalty.
The chatbot is not just a new tool, but a game-changer. It manages everything from sending welcome messages to creating auto-tickets, which significantly reduces the workload on human agents and improves overall efficiency.
The successful implementation of the GoFiber app and FB Chatbot has set a new standard for how Converge interacts with customers and manages operations. It represents a pivotal step in its commitment to innovation and excellence, going beyond the goal of mere business improvement.
The Asian Experience Awards recognises the ingenious initiatives of creative companies delivering meaningful brand experiences to their stakeholders.
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