Manila, Philippines – Philippine telecommunications company Globe announced that it has secured a 67% stake in business applications company Third Pillar, a partner of customer relationship management (CRM) company Salesforce.
The acquisition comes as the local telco giant targets an even more improved customer experience for its user base. Globe has shown its diversity in terms of mobile and data services, delivering access on global platforms such as Netflix, Viu, and Spotify. Furthermore, the telco industry has become a lifeline for most businesses by introducing connectivity, cloud, cybersecurity, and a host of other digital solutions befitting a remote work structure.
According to Peter Maquera, senior vice president for Globe Business, the partnership stems from their desire to give the telco’s enterprise customers a holistic experience, and at the same time playing a vital part in helping navigate through Salesforce and design processes that work for Globe.
Maquera admits that prior to utilizing Salesforce, they had no integrated view of customers, which were already at thousands. He mentioned that they were closing deals but not as fast as they hoped, and they didn’t have all of the information they needed to take immediate actions.
“Our collaboration with Third Pillar enabled us to use Salesforce in automating our B2B sales processes; enhancing workflows among teams, and expediting our turnaround time. With a 360-degree view of our customers, we’re able to identify where they are in the customer journey; extract more accurate forecasts and reports; improve pipeline management, and come up with faster, well-informed decisions,” Maquera explained.
He added, “In fact, after only a year into the partnership, we were able to log more than 8,000 opportunities; reduce neglected initiatives from 57 percent to 1.8 percent; diminish delayed projects from 53 percent to 1.1 percent, and decrease dwell time by 300 percent.”
Meanwhile, Maridol Ylanan, head of strategy and marketing for Globe myBusiness commented that through Third Pillar’s consulting services, combined with their background in telco, they were able to maximize Salesforce and configure it based on the telco’s needs.
“Implementing Salesforce wasn’t just about finding opportunities and closing transactions. The platform empowers us to start conversations with our customers and look out for their needs, no matter where they are in their journey. Now that we can leverage Third Pillar’s subject matter experts and industry specialists, coupled with our own experience in using Salesforce, we hope to empower more businesses to truly connect with their customers,” Ylanan stated.
