Holcim customer engagement goes digital
PUBLICLY listed Holcim Philippines Inc. has turned to digital tools to sustain customer service and engagement safely amid closures of most businesses as part of the safety measures to curb the spread of Covid-19.
Easybuild, the company’s online customer service web site allows it to safely and easily transact with business partners even though travel and interactions are restricted by quarantine protocols.
As of May, the portal’s usage rate has grown to 91 percent compared with 56 percent during its launch last year as more clients moved to the platform given its advantages in transacting with Holcim Philippines.
Available as a mobile app, Easybuild gives partners a 24-hour connection with the cementmaker 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, allowing patrons to keep up with any business situation wherein conventional types of transaction are not doable.
The firm has also launched E-KONEKTA, an online customer engagement program that provides updates on its directions, share knowledge and best practices on health and safety and to bond with business partners while lockdowns are being implemented.
To date, four E-KONEKTA sessions have been conducted to engage with close to a hundred customers, who have welcomed the company’s digitalization to maintain engagement.
According to Holcim Philippines Senior Vice President for Sales William Sumalinog, E-KONEKTA is the first of several upcoming customer engagement activities that they have 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,” he said.
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, a Web-based orientation and training by sales on key health and safety practices at the firm’s sites as well as recommendations for enhancing sanitation and social distancing at partners’ hardware stores or project sites.
Finally, Excellent Squad is a per area or cluster engagement utilizing Facebook to create groups or communities where online contests, trivia, throwback photos, inspirational videos, and industry updates are shared.