Salesforce, a global leader in AI-powered customer relationship management, announced that Smart Communications (Smart), the mobile services arm of PLDT, will use Commerce Cloud to launch a unified digital storefront. The platform will deliver a seamless online experience for over 50 million prepaid and postpaid subscribers.
Smart will also use Salesforce’s AI tools to recommend mobile plans tailored to customer needs. With MuleSoft, Smart integrates data across internal and external systems, enabling a consistent experience across all customer touchpoints.
The project is led by Salesforce’s Professional Services team to ensure smooth implementation. Once live, customers will be able to complete transactions online that previously required store visits—including buying devices, renewing plans, and porting numbers. The cloud-based platform offers improved scalability, reliability, and a mobile-first, omnichannel experience.
Smart already uses Service Cloud and Marketing Cloud to support its digital transformation. Adding Commerce Cloud will enhance order management, speed up fulfillment, and support customer retention and revenue growth. Smart is also exploring expanding the platform to serve enterprise customers.
“This collaboration with Salesforce is a key step in our digital transformation,” said Gilbert Gaw, FVP and Head of IT and Transformation, Smart. “With Commerce Cloud’s architecture and omnichannel features, we’re building a platform that gives customers easy access to our full range of services. It will improve convenience, satisfaction, and business growth.”
“Smart is a leader in the Philippines’ telecom sector with a strong focus on innovation,” said Abraham Cuevas, Regional Vice President and Country Manager, Salesforce Philippines. “We’re proud to support their shift to an AI-ready platform that enables more personalized customer engagement and streamlined operations.”
READ MORE TECH NEWS.
