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.
Digital innovations sustain Holcim customer engagement, service amid COVID-19
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, the 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 the customer to cope with any business situation wherein traditional forms of the 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. Holcim Philippines has held nine E-KONEKTA sessions to engage with close to a hundred customers, who have welcomed the company’s use of digital tools to sustain engagement.
Holcim Philippines Senior Vice President for Sales William Sumalinog said E-KONEKTA is the first of several upcoming customer engagement activities that the company has lined up to adjust to the new normal.
“Particularly in times of crisis, a customer’s interaction with a company can trigger an immediate and lingering effect on his or her sense of trust and loyalty. It is vital for us to keep our warm ties with customers so they continue to feel being part of the Holcim family,” Sumalinog said.
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E-KONEKTA has three components. The first is Kumustahan, an online dialogue on relevant updates on the business between key customers and Holcim’s top leaders. Second is Customer Safety Engagement, online orientation, and training by Sales on key health and safety practices at the company’s sites as well as recommendations for improving sanitation and social distancing at partners’ hardware stores or project sites. Finally, Excellent Squad is a per area or cluster engagement using Facebook to create groups or communities where online contests, trivia, throwback photos, inspirational videos, and industry updates are shared.