Cement company uses technology to enhance customer experience

Successful enterprises know that the only way to thrive in the ever-changing business landscape is to embrace change.

Global building solutions provider Cemex knows this. For this reason, the company has embedded innovation in its business operations to ensure that clients get advanced building solutions while experiencing outstanding customer service.

The latest of these innovations is the launch and implementation of Cemex Go, a digital services platform that reinforces the company’s commitment to be a customer-centric building solutions provider.

Launched in October 2018, Cemex Go pioneered the development, onboarding, and adoption of a fully integrated services platform that can pave the way for the future of doing business in the building and construction industry.

To date, Cemex Go has onboarded at least 33,000 customers globally and has changed the way the company does business with its partners and stakeholders.

The company’s sales managers shared their different experiences while helping clients during the onboarding and adoption of Cemex Go.

“We celebrated every single onboarding and adoption of the customers. We had a bell and we rang it for every successful onboarding and adoption,” said Jose Tan, commercial sales manager for Visayas and Mindanao. “It made the client feel special because everybody in the room applauded.”

Tan shared that they transformed the conference room of their local office into work stations where clients can freely use the platform. Clients then were able to experience the ease of transactions using digital platform.

Tan highlighted that adoption rate reached 88 percent in just three months after the launch. Currently, onboarding and adoption of new customers are being processed daily.

Shifting to a new platform is no small feat. Cemex Philippines has a full plate with an average of 160 transacting clients per month, generating 70,000 metric tons of cement. One single error and a process bottleneck could mean a huge loss for their client’s business.

Jun Borromeo, commercial distribution manager for NCR, North and Central Luzon, ensured that clients will get full service support once they adopted the digitized service.

Cemex has a backend support system that reacts quickly to customer inquiries, troubleshoots errors, and provides process solutions.

“We don’t want our clients to feel frustrated with the platform,” said Borromeo. “Cemex Go is changing the game. I’m proud to say that we are the only one in the industry that has this platform. Most clients are continuously using it and see that it really benefits their business.”

Cemex Philippines could have simply asked their clients to download Cemex Go, install it and give it a try. But as a leader in customer service, listening to the customer helps the company find the real business problems and provide best solutions.

Tanya Nicolasora, area sales manager for Cavite, recounted a story that enabled her client to better appreciate the benefits of the app. Her client was born and raised in China. When her client saw that Cemex Go is in English, she asked, “What does it say?”

Instead of looking at the language barrier as a hindrance, Nicolasora saw it as an opportunity to help her client understand Cemex Go and how it can improve her business.

“My experience helped me develop a certain approach in onboarding clients. I called it the inquisitive approach,” Nicolasora said. “This ensures retention of the client and increases engagement. Cemex Go delivers outstanding customer service.”