New PLDT Bill, Pay Express Online implemented Constantly finding ways to meet customers’ expectations, the Pay Express Online and the new PLDT Bill or Statement of Account (SOA) were recently implemented. Aimed at ensuring that the problems and issues raised by the customers are properly addressed, these projects under the customer experience initiatives were spearheaded by Consumer Credit and Collection Management VP Jonel Ladaban. Pay Express Online, headed by Collection Assurance and Information Management Head Dennis Dalmacio and Payment Management Head Rosenie Flores, is a payment facility that accepts credit card & debit /ATM card for PLDT bills payment sent to its subscribers on either QR code on PLDT Bill, a link included their eSOA sent through email, SMS once they’ve updated their contact details, askPLDT mobile application, and Redirection page. It was designed to be user-friendly, such that customer information is pre-filled. This gives PLDT customers convenience to pay anytime, anywhere with guaranteed near real time posting. This initiative was made
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possible by Customer Service Assistant Jocelyn Yamon. IT application development and management team includes Lenie Yumang, head; with staff Louie Dulnuan, JM De Leon and Irene Tan. PLDT customer Ssaera Cadabra posted in her blog satisfied remarks on the new online payment facility. “Following the recent changes in PLDT, I appreciate how they upgraded their payment system,” Cadabra said. “I’m done in less than five minutes. Thank you, PLDT! I just love this upgrade.” The New PLDT Bill or SOA, headed by PLDT OIC for Billing Administration Management Imelda Nogoy, has undergone several modifications in the last two years to meet customers’ expectations. The layout has gone through a complete makeover to address the problems and issues raised by PLDT customers. The new SOA now has a cleaner look, simpler design and easier to read text. Another added feature is the “Important Information” page dedicated at the second page of the new PLDT bill,
Responsible for the implementation of the new PLDT bill and the Pay Express Online are, 1st row, from left: Edna Icalina, Jocelyn Yamon, June Alcantara, Kathleen Jose, April de Leon, Kaye Gacno and BAM OIC Imelda Nogoy. Second row, same order: CCAIM Head Dennis Dalmacio, Christian dela Paz and CCCM VP Jonel Ladaban.
including PLDT contacts, payment reminders, and list of payment channels. Teams under this project were: communications unit composed of Kathleen Jose, Christian De La Paz, Kaye Gacho and April Louise De Leon; and IT Home Business Systems comprising of Beng Pama, June Alcantara and Edjie
Icalina. Bill printing process was coursed through ePDS. The change in layout of PLDT’s SOA is in time with the Company’s change of logo design and name. Katrina A. Mallari with inputs from April Louise V. De Leon, Payment & Information Management