(The Philippine Star) | Updated November 26, 2017 - 12:00am
MANILA, Philippines —
Power distributor Manila Electric Co. (Meralco) is adopting new technologies to
deliver enhanced customer experience and improve grid reliability as part of
its digital transformation starting this year.
During the third
Meralco Technology and Innovation Summit (MTECH) Friday, Meralco chief
technology advisor Gavin Barfield said the power distributor is looking to
refresh its IT systems, deliver a digital customer experience and embark on the
development of a “smart grid.”
“Meralco has invested
heavily in new technologies as we undergo a digital transformation of our
company. We will soon be launching a whole new digital customer experience more
suited to the next generation of customers – the digital natives. We are also
developing mobility solutions and adding more sensors, automation, and smart
meters to our network to improve reliability and enable the integration of
renewables,” he said.
While it has made great
progress, Barfield said Meralco cannot afford to stand still in its digital
transformation.
“Technology moves at a
rapid pace and we must look at new disruptive technologies such as Blockchain,
Augmented and Virtual Reality, Edge Computing, Robotics, Internet of Things and
Artificial Intelligence to deliver the next wave of improvements for our
customers,” he said.
Meralco embarked on its
digital pivot this year to cope with the changing business landscape and
customer requirements towards a digital future.
This is in anticipation
of customer transformation as well as technological transformation among power
utilities brought about by the world wide web.
This transformation was
first announced by Meralco chairman Manuel Pangilinan in 2015, when he said the
power utility would be an “internet company with a power business.”
Part of this digital
transformation will be started this year through the rollout of four digital
platforms to improve customer experience.
These platforms are
called “I Join” which covers the application process; “I Pay” which offers
online bills and payment system; “I Ask” which provides a mechanism where
customers can give their feedback or inquire certain solutions; and “I Need
Repair” where customers can seek restoration when systems are down.
These will be launched
through the solution provided Accenture and Salesforce, which was tapped
Meralco last year.
Another part of
Meralco’s digital transformation is putting up a new billing platform to meet
all other customer requirements online.
“The utility industry
is changing and Meralco must adapt. We will continue our digital journey –
expanding our products, services and solutions, and utilizing the latest
technologies to deliver an enhanced level of service. We must remain relevant
to the customers of tomorrow,” Meralco senior vice president and customer
retail services and corporate communications head Alfredo Panlilio said.
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