Two major projects illustrate the extant of ambition with the Philippines ready for regional powerhouse status.
OfficePartners360 credits PLDT Enterprise for unprecedented PH growth
As the B2B arm of the largest fully integrated telecommunications and digital services provider in the Philippines, PLDT Enterprise has been at the forefront of empowering businesses with cutting-edge technology and customized solutions.
As part of its commitment to empower businesses from different industries, PLDT Enterprise has teamed up with OfficePartners360 (OP360), a leading US-headquartered BPO company with offices in Cebu and Davao.
At the core of this collaboration is PLDT Enterprise’s iGate solution, a high-performance Internet service designed to meet the demands of the fast-paced IT-BPO sector.
iGate provides dedicated and reliable connectivity, assuring fast and reliable Internet connections. Through its dedicated bandwidth, businesses can run intensive applications seamlessly, host rich-media content and ensure the smooth flow of communications.
Additionally, PLDT Enterprise’s Metro Ethernet Solutions (Metro E-Wan) offer secure and reliable connectivity that goes beyond traditional Wi-Fi services.
Leveraging a highly redundant fiber optic network, Metro E-Wan pitches unparalleled connectivity for businesses, eliminating the limitations and uncertainties of leased line services, allowing businesses to enjoy the simplicity, transparency and scalability of Ethernet technology.
Reliable connectivity, coupled with robust security measures, ensures that sensitive information remains protected, allowing businesses to focus on delivering exceptional services.
Further improving the operations and collaborations in OP360, the IT-BPO company also relies on Smart Bizload to support its work-from-home employees.
This innovative platform streamlines and optimizes communication processes by automating the distribution of prepaid load, allowing businesses to conveniently allocate and distribute prepaid load to their workforce.
Smart Bizload’s secure nature safeguards sensitive information. The user-friendly and intuitive interface allows for efficient management and monitoring of load distribution, ensuring transparency and control over communication expenses.
PLDT Enterprise’s partnership with OP360 extends beyond connectivity solutions and reflects a shared vision of growth for the IT-BPO industry in the Philippines further strengthening the country’s global ranking in the outsourcing sector.
Both PLDT Enterprise and OP360 have exciting plans for expansion, with OP360 opening a new site in Cebu and another site in Cagayan De Oro – further expanding its reach in the IT-BPO industry. These new sites will benefit from iGate and Metro Ethernet circuits.
Furthermore, ongoing discussions about an International Private Leased Circuit (IPLC) are in the works to connect OP360’s Cebu and Davao sites directly to the USA.
“We are proud to collaborate with OP360 to deliver transformative connectivity solutions that drive growth and enhance competitiveness. Together, we are taking the IT-BPO industry to new heights,” said Mitch Locsin, PLDT and Smart First Vice President and Head of Enterprise Business and International Business Groups.
Ben Roberts, OP360 President and CEO said: “The collaboration with PLDT Enterprise has been instrumental in our company’s unprecedented growth. Their innovative solutions and reliable connectivity have provided us with the technology backbone needed to deliver exceptional services to our clients.”
As the Digital Transformation ally for businesses, PLDT Enterprise continues to forge strategic partnerships and deliver transformative solutions, empowering companies across sectors to embrace the opportunities of the digital age.
Together with OP360 and other industry leaders, PLDT Enterprise is shaping the future of the IT-BPO sector further by driving growth and strengthening the Philippines’ global competitiveness.
Freshworks empowers CDO Foodsphere, one of the largest food manufacturing companies in the Philippines.
CDO Foodsphere, one of the largest food manufacturing companies in the Philippines, is using Freshworks Freshservice to empower its IT team in supporting a 5,000-person workforce that serves millions of CDO customers.
CDO scaled its IT staff to 50 and needed a more modern, self-service to replace traditional internal support channels like email and phone, to improve employee experience.
Freshservice, Freshworks’ IT service management software, was seen as the right-sized option for CDO’s IT team which was already ITIL-certified and in the middle of a huge, multi-year Digital Transformation journey.
“Freshservice was extremely easy for us to set up. We got up and running in a matter of a few weeks,” said Raymond Canilao, Knowledge Management Lead at CDO.”
“My first impression about Freshservice was that it was fresh. “The user interface proved to be highly intuitive and user-friendly, enabling our employees to submit and approve requests with ease – even without undergoing extensive training.
The Freshservice implementation was carried out in phases and key modules such as incident management with defined SLAs were in place in a matter of weeks, making sure that a consumer-focussed brand like CDO did not face any interruption in service to their employees during the implementation phase.
Within a span of 12-16 weeks, the 45-year-old company’s IT system transitioned fully to the cloud and made it easy and quick for employees to reach out to their IT team for support.
CDO benefited from a comprehensive range of Freshservice features that were unavailable in the incumbent’s legacy system, including a knowledge base combined with Freshworks the virtual agent functionality that both enable employee self-service for answers.
Other features like workflow automation, automatic ticket assignment, alert integration, and asset discovery have proven to be incredibly valuable in streamlining IT service delivery, reducing response times, and providing a more personalized user experience.
As a result of implementing Freshservice, the CDO IT team was able to provide a first response rate of 94.59% (within 30 minutes) and 98.84% resolution SLA. Moreover, the team received a satisfaction rating of 99.67% – a near perfect employee experience.
“Freshworks strives to deliver software that people actually love to use. Our right-sized IT service management solution empowers the IT managers that deliver incredible employee experiences. We believe empowered employees drive better business outcomes and we’re thrilled to help CDO do that,” said Simon Ma, Director and Regional Manager of Freshworks ASEAN.
