Converge ICT delivers fast and frictionless service with data and AI-driven operations.

Converge ICT Solutions, Inc. is a fast-growing high-speed internet and technology solutions provider to residential and business customers in the Philippines. It operates one of the country's largest and fastest networks, aiming to upgrade people's connections to information and the world. Aside from connectivity, Converge offers digital infrastructure as well as managed solutions across consumer, SME, enterprise and government verticals.

Converge ICT is committed to leave no one behind in providing world-class connectivity, especially to the unserved and underserved. Service reliability, efficiency, and affordability are all critical to this goal, but to stay true to these principles, the company had to evolve.

As the company grew, the dependence on manual support channels made it challenging to provide fast and efficient service to its expanding customer base - now nearly three million strong. What’s more, the data it needed to support customers was siloed across three billing systems and three CRMs, leading to longer wait times that negatively affected the customer experience and employee productivity.

With The Salesforce Platform, Converge ICT is on its way to becoming an AI enterprise. It has created a comprehensive view of customers, which it can use to deliver more efficient and intelligent experiences across sales, service, and marketing.

Contact centre agents no longer need to waste five minutes searching across systems for a customer’s details. Instead, Service Cloud provides them with a single workspace to view information such as a customer’s current products.

Service Cloud has helped Converge ICT shift customers away from legacy channels while providing faster responses to those who still prefer email and phone.

Sixty-eight percent of incoming emails are automatically converted to a case, up from just 30% in the past. Cases can be solved faster, too, with Einstein Service Replies, a feature of Einstein Copilot, which prompts contact centre agents with suggested responses. Agents can share these replies in one click or edit before sending.

“As our adoption grows, Einstein Copilot will learn from our responses and data, and the suggestions it provides will become increasingly relevant. I think that’s where we will see a real tipping point in productivity,” said Eugene Yeo, Chief Executive Advisor of Converge ICT Solutions.

Converge ICT is already seeing measurable efficiency gains using Einstein Bots to respond to questions with AI-generated answers.

In its first month of adoption, Einstein Bots deflected 36% of incoming chats—helping the company resolve problems faster.

“People love that they don’t have to call up and wait on hold and they can get answers quickly. With Einstein, our agents can also support two to three customers at a time rather than one which is much more efficient,” said Yeo.

MuleSoft has connected nine core systems to bring together the data Converge ICT needed to transform the customer experience. These include its resource planning (ERP) system and operational support system (OSS).

Contact centre agents now have easy access to information like billing, payments, and customers’ equipment details, helping them to provide more efficient and personalised support. Through the power of integration, customers can submit support tickets directly from web, mobile, and voice and make account-related requests to Einstein Bots.

Integration also streamlines activities like the activation of customer equipment by technicians in the field.

Converge ICT completed the integration five months faster than it would have using previous approaches and now has a standard API it can use to integrate Salesforce with other systems and bring in new data such as payment details.

The increased efficiency from the automation provided by the MuleSoft integration has helped the company improve its speed to answer by 24% while handling 38% more service enquiries.

Converge ICT has also increased the efficiency of its field service operations. When a customer contacts the company with an issue requiring a repair, agents use Field Service to automate scheduling and dispatch of a technician.

The increased automation, along with integration between Salesforce and the company’s workforce management systems, has improved mobile worker productivity by 25%.

Field Service also enables Converge ICT to provide customers with visibility of when the technician is arriving, helping to enhance their experience.

As part of its digital transformation, Converge ICT has adopted Tableau Pulse to provide business teams with intelligent, personalised, and contextual insights in the flow of work. With insight summaries and the ability to dig deeper into metrics, individuals will have the information they need to make better, faster decisions.

Tableau Pulse will also remove the need for the company’s internal data team to build individual reports, providing them with more time to focus on strategic initiatives such as building a stronger data foundation.

Converge ICT partnered with Salesforce Professional Services to maximise the value of its deployment. This included optimising integrations for a single view of the customer and helping the company embed generative and predictive AI into its contact centre.

Professional Services also helped transfer new knowledge to Converge ICT’s teams, which are continuing to deliver new digital capabilities. For example, they recently moved the company onto Slack, where over 3,000 employees can collaborate to solve customers’ needs while keeping their information secure.

Converge ICT is using the AI-ready platform to streamline and automate workflows like the management of internal IT support.

Marketing automation is next on the company’s agenda with Marketing Cloud presenting an opportunity for more personalised engagement.

The Salesforce Platform underpins Converge ICT’s transformation, helping the company create a 360 degree view of customers and boost productivity using trusted AI, data, analytics, and collaboration. With Einstein Copilot, Converge ICT can also solve problems fast—keeping customers happy and costs in control.