Manila Electric Company (Meralco), the Philippines’ largest power distributor, has extended its enterprise licence agreement with Salesforce for another three years as reported by The Philippine Business and News, reinforcing its decade-long collaboration focused on improving customer experience through digital innovation.

The partnership continues to leverage Salesforce Energy & Utilities, an industry-specific platform supporting utility operations.

The system allows Meralco to respond more efficiently to evolving customer needs and regulatory requirements, ensuring the company’s systems remain future-ready.

Over the past decade, Salesforce has powered Meralco’s Customer eXperience Engine (CXE), enabling millions of customers to apply for new electricity connections, pay bills, and report outages through a single, integrated portal.

Meralco executives highlighted that the extended collaboration reflects a commitment to continuous innovation and service improvement.

Senior Vice President and Chief Revenue Officer Ferdinand O. Geluz emphasised that the company has significantly expanded digital and self-service channels, enabling support anytime, anywhere. These initiatives have contributed to strong customer satisfaction, with Meralco’s Customer Experience Index (CXI) reaching 94.57% in 2025.

The renewed agreement also introduces artificial intelligence capabilities via Salesforce Agentforce, designed to improve handling of customer concerns, shorten resolution times, and allow service agents to focus on complex cases.

Staff will further benefit from Salesforce’s Signature Success Plan, providing structured guidance for deployment, governance, and alignment with operational standards.

Executive Vice President and Chief Operating Officer Ronnie L. Aperocho described the initiative as more than a technology upgrade, representing a broader strategy to elevate customer experience through digital transformation.

The deployment of AI-powered tools is expected to enhance responsiveness, streamline workflows, and ensure scalable, customer-centric service.

Discover how digital tools are reshaping energy sector customer experience in the full story.