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Globe Telecom gears up with new IT System, minor service disruptions is expected!

To complement its brand-new, modernized network, Globe Telecom is set to roll out next month a new IT system geared towards improving the quality of customer experience. This will also enable the Company to better manage its customer relationships across various product offerings including prepaid and postpaid wireless, wireline, and broadband operations.

In 2011, Globe announced its major investment of US$ 90 million to modernize its IT infrastructure including business support systems (BSS) and enterprise data warehouse. The brand new IT system is expected to greatly improve customer experience with seamless handling of transactions across channels such as Stores, hotline, online self serve, and even social network sites.

"Our modernized IT system will provide a new level of personalized customer experience that our subscribers have been looking for. Customer care will be a highlight because the new system allows us to listen and respond better to our customers' needs. It will also give our frontliners more quality time with the customers because of its user-friendly system interface," said Henry Aguda, Chief Information Officer of Globe Telecom.

Aguda says that transitioning Globe customers to the new system will be done carefully in phases. "During the transition period, the availability of our mobile services is paramount. Our customers will be able to call, text, or do mobile browsing, and any impact will be minimal. We will handhold our subscribers as we transition to the new system. We are taking great care that our customers are properly informed of the changes so they will not experience any unnecessary inconvenience as we move to the new system."

Here's a post from Interaksyon.com which states that Globe subscribers will experience the following service disruptions during this four-day, first phase of the migration:

  • For Globe postpaid and Tattoo postpaid, subscribers will be unable to register with promos, except for all roaming promos, which will remain available even during the transition period;
  • The first bill after migration will be delayed by three weeks, but the payment due dates will be adjusted accordingly;
  • The bill will undergo changes depending on the cut-off date and the time Globe completes transition to the new system, with the nature of the changes to be explained as a subscriber receives the notice; and
  • For Globe prepaid, Touch Mobile, Tattoo prepaid and Tattoo@Home, the disruption would be “minimal,” as subscribers would continue to enjoy the same service levels.

To proactively inform its subscribers, Globe has sent out customer letters and advisories on the schedule of the first phase of migration. More public announcements will also be made near the actual transition dates. Unleashing the power of a modernized IT system that would match the complexity of their transactions and sophisticated needs, Globe Postpaid, Platinum subscribers, and Tattoo Postpaid (mobile broadband) subscribers will be among the first to move to the new system and enjoy its benefits.

Customers can visit the website: www.globe.com.ph/BetterGlobe for updates and announcements. Globe Business customers can visit www.business.globe.com.ph/betterglobe.

Globe also put up the following dedicated contact points to respond to customer inquiries:

  • Globe and Tattoo - Globe Mobile: 211, Landline: (02) 730-1000
  • TM - TM Mobile: 808, Landline: (02) 730-1500
  • Globe Business - Globe Mobile: 1-800-8-7301288, Landline: (02) 730-1288
  • Email: BetterGlobe@globetel.com.ph
  • Twitter: twitter.com/KenofGlobe
  • Facebook: facebook.com/globeph

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