Briefly put: Meralco is adding elements of interaction to the management of bills and energy usage by a new prepaid metering system. Additional customer engagement is being done through mobile applications, appliance monitoring and multiple touch points.
Since the entry of Metro Pacific’s Manuel V. Pangilinan into Meralco in late 2010, the new management team, led by Oscar Reyes, has built on the company’s key strength – delivering reliable power – by adding a new element to its offering: customer-centricity.
Leading the initiative is customer retail services head Alfredo Panlilio, who has organized his team into various customer segments: home and microbusiness, small and medium enterprises; and corporate business. Coming from the dynamic telco side of the Metro Pacific business, Panlilio brings dynamic energy to the customer service side of the business, synergizing technologies from both networks and tapping into global learnings.