Outstanding customer experience gets going with CEMEX Go


Negosentro.com | Change is inevitable. Successful enterprises realize that the only way to thrive in the ever-changing business landscape is to embrace change. Global building solutions provider CEMEX knows this by heart. For this reason, the company has embedded innovation at the core of its business operations to ensure that clients get the most advanced building solutions while experiencing outstanding customer service.

The latest of these innovations is the launch and implementation of CEMEX Go, a digital services platform that seeks to reinforce the company’s commitment to be the leading customer-centric building solutions provider.

Launched in October 2018, CEMEX Go pioneered the development, onboarding and adoption of a fully integrated services platform that can help pave the way for the future of doing business in the building and construction industry. To date, CEMEX Go has onboarded at least 33,000 customers globally and has changed the way the building solutions company does business with its partners and stakeholders.

What is it like to be a pioneer in this ground-breaking project? CEMEX Holdings Philippines’ sales managers shares their experiences while helping clients during the onboarding and adoption of CEMEX Go:

Overcoming fear of digital change

People tend to have a natural aversion to change. Understanding the psychology behind the fear of digital change, CEMEX Philippines envisioned an experiential approach to help its clients focus on the value that technology can bring to their business.

Jose Tan, Commercial Sales Manager for Visayas and Mindanao, shared that they transformed the conference room of their local office into work stations where clients can freely use the platform. Dubbed as the CEMEX Go Live Party, they planned for just a one day event but it extended to a week. Clients were able to experience the ease of transactions using digital platform.

“We celebrated every single onboarding and adoption of the customers. We had a bell and we rang it for every successful onboarding and adoption,” Tan said. “It made the client feel special because everybody in the room applauded.”

Tan highlighted that adoption rate reached 88 percent in just three months after the launch. Currently, onboarding and adoption of new customers are being processed daily.

Agile backend support

Shifting to a new platform is no small feat. As a leading building solutions provider, CEMEX Philippines has a full plate with an average of 160 transacting clients per month, generating 70,000 metric tons of cement. One single error and a process bottleneck could mean a huge loss for their client’s business.

Jun Borromeo, Commercial Distribution Manager for NCR, North and Central Luzon, ensured that clients will get full service support once they adopted the digitized service. CEMEX Philippines has an agile backend support system that “reacts quickly” to customer inquiries, troubleshoots errors and provides process solutions.

“We don’t want our clients to feel frustrated with the platform,” beams Borromeo. “CEMEX Go is changing the game. I’m proud to say that we are the only one in the industry that has this platform. Most clients are continuously using it and see that it really benefits their business.”

Outstanding customer service

CEMEX Philippines could have simply asked their clients to download CEMEX Go, install it and give it a try. But as a leader in customer service, listening to the customer helps the company find the real business problems and provide the best solutions.

Tanya Nicolasora, Area Sales Manager for Cavite, narrated an inspiring story that enabled her client to better appreciate the benefits of CEMEX Go. Her client was born and raised in China. Her first language is Chinese. When her client saw that CEMEX Go is all in English, she asked, “What does it say?”

Instead of looking at the language barrier as a hindrance, Ms. Nicolasora saw it as an opportunity to help her client understand CEMEX Go and how it can improve her business.

“My experience with YKK helped me develop a certain approach in onboarding clients. I called it the inquisitive approach,” Nicolasora remarked. “This inquisitive approach ensures retention for the client and increases engagement. CEMEX Go has become an advocacy for the company to deliver outstanding customer service.”

CEMEX has a rich history of improving the well-being of those it serves through innovative building solutions, efficiency advancements, and efforts to promote a sustainable future. Its high-quality products and reliable services are available in more than 50 countries worldwide. In the Philippines, CEMEX subsidiaries Apo Cement Corporation and Solid Cement Corporation produce and market a broad product mix of building solutions. These cement manufacturing plants carry the well-established cement brands APO and Rizal. More information is available at www.cemexholdingsphilippines.com.

CEMEX Sales Managers Jose Tan, Tanya Nicolasora and Jun Borromeo narrate how the CEMEX Go digital platform transformed how their clients conduct business with the company.
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