Smart expands service channels as customers reach 52 million

MANILA, Philippines - As more Filipinos jump into the better network, Smart Communications Inc. continues to expand its service channels to make sure that the needs of its 52 million customers are efficiently addressed.

In 2012 alone, Smart opened seven additional Smart Stores and 51 accredited sales centers (ASCs) all over the country. It also strengthened its suite of self-care channels so customers can fulfill their needs anytime and anywhere they want.

Smart inaugurated Smart Stores in SM Megamall, Greenhills, SM Cebu, Iligan, Ozamiz, SM Lucena, and SM Marilao — bringing the total number of Smart Stores nationwide to 99. It also has a service kiosk at Ateneo de Manila University in Quezon City.

Subscribers can visit Smart Stores to try out the latest mobile devices, make inquiries, and learn what’s new with Smart. The centers are also open to non-Smart subscribers who wish to inquire about the company’s text, voice, and Internet services.

Expanded provincial reach

To complement its network of Smart Stores, Smart launched 51 ASCs in different parts of the country, from Laoag in Ilocos Norte to Koronadal in South Cotabato. ASCs are service channels operated by Smart’s distributor partners.

“These ASCs were strategically placed to bring Smart’s services closer to our subscribers in the provinces. We opened 17 ASCs in Northern and Central Luzon, 11 in Mindanao, 11 in the Visayas, nine in Southern Luzon, and three in Metro Manila. We plan to open more ASCs in the coming year, in cooperation with our distributor partners,” said Smart sales and distribution head Florante Jimenez.

Aside from going to these brick-and-mortar establishments, Smart subscribers can also call the 24/7 hotline *888 for free if they need assistance. They can also access Smart’s various self-care channels which let them fulfill their needs anytime, anywhere.

Needs fulfilled at the click of a button

One of Smart’s self-care channels is the online portal my.Smart (http: / /smart.com.ph/account) which lets subscribers manage their prepaid, postpaid and broadband accounts in one go. There they can view and pay their postpaid bill securely using a credit card; activate their phone’s MMS, GPRS and 3G capabilities; and activate or deactivate international roaming services.

“Smart came up with a wide array of customer service solutions to address the different needs of our 52 million subscribers. For those who prefer to make inquiries the traditional way, we have the Smart Stores, ASCs, and hotline. For those who want their needs addressed at the click of a button, we have self-care channels like the my.Smart portal,” said Smart customer value chain head Maricris Crisostomo.

“Whichever channel they choose, they are given assurance of the efficient resolution of their concerns,” she added. “Smart is stepping up efforts to provide excellent service to our continuously growing subscriber base.”