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Meralco taps Talend to enhance customer experience

Meralco taps Talend to enhance customer experience
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Singapore – Philippine electric company Meralco has tapped system software company Talend as part of the company’s customer-centric digital transformation. Meralco will leverage Talend’s Data Fabric in order to deliver healthy data and enable advanced analytics through its new data platform.

The electric company’s data-driven strategy plans to improve its data insights and drive innovation across the organisation to further level up customer experience and operations.

To help the company navigate the rapidly changing market conditions, Meralco embarked on its digital transformation journey in 2020 with a solid data driven strategy to power customer centricity through data. It implemented the Meralco Data Platform (MDP) to improve customer experience, service delivery, and operational efficiency. 

Through the MDP, Meralco is revolutionising its data collection, processing, and utilisation, to serve as the unified business intelligence and analytics platform that leverages its data to extract information and insights.

The MDP is a significant milestone in Meralco’s data driven strategy as this is consistent with the strategic directions of Meralco President and CEO Atty. Ray C. Espinosa, which is to elevate the utilisation of data and technology to advance the company’s goals of delivering value to the business and providing excellent customer service.

Meralco also uses Talend to broaden data access and offer a self-service platform for business users to consume quality data. With Talend, Meralco has innovated and modernised its data infrastructure, supporting a new data lake, data warehouses, data science workbenches, and the rationalisation of a business intelligence platform.

Rocky D. Bacani, first vice president and head of information, communication, technology and transformation at Meralco, said, “By unlocking the value of information to insights and harnessing the connected intelligence across Meralco, we bring to light where and how we can drive exceptional service to our customers, streamline our internal operations and create new opportunities for innovation – fully recognizing the power of data as an enabler of business growth.”

Meanwhile, JJ Tan, regional director for Asia at Talend, commented, “The energy sector demonstrates that it is one of the most strategic industries for global economic recovery in this post-pandemic period. Meralco, with Talend, is treating data as an asset and working to extract as much value from it as possible. We’re delighted to support Meralco in its effort to deliver healthy data across the organisation. By embracing the power and capabilities of a modern data platform, Meralco is well placed to meet the rapidly evolving needs of the markets and customers.”

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