Holcim Philippines has effectively used digital tools to engage and serve customers amid the COVID-19 pandemic
Aside from strengthening health and safety controls at its sites, leading cement manufacturer Holcim Philippines, Inc. has effectively used digital tools to sustain customer service and engagement safely amid the COVID-19 pandemic.
The company’s online customer service portal Easybuild allows Holcim to safely and conveniently transact with business partners while travel and interactions are limited by quarantine protocols. As of May 2020, utilization rate of Easybuild has climbed to 91% compared with 56% during its launch last year as more customers migrate to the platform given its advantages in transacting with Holcim Philippines.
Available as a mobile app, Easybuild provides partners a 24-hour connection with Holcim and solutions for a hassle-free experience in placing orders, checking delivery status and reviewing account history and credit standing, among others. It also has an ePayment facility that can be accessed anytime and anywhere, enabling customer to cope with any business situation wherein traditional forms of transaction are not doable.
Holcim Philippines has also launched an online customer engagement program to provide updates on the company’s directions, share knowledge and best practices on Health and Safety and to bond with business partners while quarantines are in place.
Called E-KONEKTA, the program was devised to continue customer connections while usual modes of interaction are hampered by COVID-19-19. Holcim Philippines has held four E-KONEKTA sessions to engage with close to a hundred customers, who have welcomed the company’s use of digital tools to sustain engagement. By Alvin Marayan