MANILA, Philippines — Globe has embarked on a substantial IT modernization program aimed at reducing service interruptions, having recently passed a crucial milestone on billing system infrastructure renewal, with subsequent phases of platform changes still to come.
This multi-year effort, with a total investment of P4.1 billion to date, is intended to improve user access to various company products and services by addressing glitches that customers encounter, such as problems loading and registering for promotions, to benefit an estimated 87.4 million mobile customers.
The IT modernisation program operates along with Globe’s network modernization effort, which includes upgrading cell sites to 4G/LTE and increasing fiberization of Filipino houses.
Globe strives to provide best-in-class service and connection to its over 92 million mobile, broadband, and fixed line voice customers by improving both its IT systems and its network.
“We are proud to have passed this phase of our massive IT modernization program, which aims to significantly reduce service interruptions. This is part of our commitment to continuously provide consistent and reliable service to our customers,” said Raul Macatangay, chief information officer for Globe, adding that this is just one of many other programs lined up.
Changes were made to Globe’s Business Support System as part of the recent milestone (BSS). BSS is required for unified business processes across Globe’s wireless, wireline, and broadband operations.
It enables Globe to better manage its customer relationships across several product offerings and create a more tailored customer experience. The move extends the BSS’s life by another five to seven years.
“With the multi-platform refresh and upgrades under the IT modernization program, Globe aims to significantly decrease issues that customers confront in loading, promo or offer registrations and usage, improving the experience of both our retailer partners and subscribers,” Macatangay said.
Modernization will also ensure that flaws are remedied swiftly through redundancy, resolving issues caused by single points of failure. This ensures that issues are resolved with little to no impact on clients, especially during natural catastrophes and calamities, when telecom service outages are common.
Globe’s long-term commitment to innovation and infrastructure development is consistent with the United Nations Sustainable Development Goals and its push to promote economic growth and development.
“This modernization demands a lot of hard work from our teams. Once completely finished, we hope that our customers feel the benefits of this upgrade. This is part of #AlagangGlobe and our goal to deliver a #1stWorldNetwork to Filipinos,” added Macatangay.