Case Studies - Third Pillar https://www.3rd-pillar.com/case-studies/ Fri, 18 Jul 2025 08:23:18 +0000 en-US hourly 1 https://wordpress.org/?v=6.4.3 https://www.3rd-pillar.com/wp-content/uploads/2020/07/cropped-Third-Pillar-Favicon-dark_240px-32x32.png Case Studies - Third Pillar https://www.3rd-pillar.com/case-studies/ 32 32 Transforming Telco Customer Service with Agentforce https://www.3rd-pillar.com/case-studies/transforming-telco-customer-service-with-agentforce/ Wed, 16 Jul 2025 07:43:14 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=513796 Telcos can no longer afford to deliver outdated service experiences. With Agentforce, powered by Salesforce and enhanced with AI, the industry can finally meet its promise of customer-centric, efficient, and intelligent service.

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Transforming Telco Customer Service with Agentforce

In today’s fast-paced digital economy, telecommunications companies are under immense pressure to deliver exceptional customer experiences while managing operational efficiency. The challenge? Rising customer expectations, legacy workflows, and fragmented systems. The solution? Agentforce—a powerful AI-powered platform that redefines customer engagement for the telco industry.

The Challenge

The Vision: A Smarter, More Human Customer Journey

Imagine a world where AI-powered autonomous agents handle complex tasks without human intervention. Enter Astro, an intelligent service agent capable of managing customer transactions seamlessly.

Powered by Trusted AI on Salesforce

Agentforce leverages a robust ecosystem. Together, they create a scalable foundation for personalized, secure, and high-performing customer service operations.

How It Works: Intelligence at Every Step

Agentforce is not just automation—it’s orchestration. With advanced machine learning and reasoning capabilities through Atlas, the platform enables:

Autonomous Case Handling

Personalized Recommendations in Real Time

24/7 Self-Service via Conversational AI

Consistent, Context-Aware Interactions

Seamless Omnichannel Deployment

Measurable Business Impact

For Customers

  • Faster Resolutions
  • Always-On Support
  • Personalized Journeys
  • Higher Satisfaction

For Operations

  • Boosted Agent Productivity
  • Lower Operational Costs
  • Intelligent Decision-Making
  • Scalable, Future-Ready Infrastructure

Agentforce isn’t limited to service inquiries. It also powers:

Final Thoughts

Telcos can no longer afford to deliver outdated service experiences. With Agentforce, powered by Salesforce and enhanced with AI, the industry can finally meet its promise of customer-centric, efficient, and intelligent service. Whether you’re optimizing back-end operations or front-line service delivery, Agentforce equips your teams to lead in a competitive, digital-first market.

Want to learn more or see real-world demos? Contact us today!

Contact Us

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]]> RCBC https://www.3rd-pillar.com/case-studies/rcbc/ Mon, 08 Apr 2024 11:54:56 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511382 RCBC is a universal bank taking its customer experience to greater heights by utilizing multiple social channels.

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RCBC: The Best Retail Bank

About the Customer

RCBC Philippines is a prominent financial institution dedicated to delivering innovative banking solutions to its customers. With a focus on excellence and customer satisfaction, RCBC offers a comprehensive range of banking products and services tailored to meet the diverse needs of individuals, businesses, and organizations. Trusted for its commitment to reliability and integrity, RCBC is a leading player in the Philippine banking industry.

Business Challenges

The business faced challenges in effectively listening to customer sentiments and providing proactive responses, particularly in utilizing social media as a tool for customer service. There was a need to improve responsiveness and engagement across social media platforms to better meet customer needs and enhance overall satisfaction.

Solutions

To address the challenges faced, the following solutions were implemented:

  • Creation of a Single-View of the Customer using an Omni-Channel Dashboard to track order management and customer service.
  • Implementation of an Omni-Channel Dashboard for managing multiple social media accounts effectively.
  • Provision of access to real-time dynamic reports and dashboards.
  • Establishment of a system for tracking SLAs and performance metrics.

Omni-Channel Dashboard

SLA tracking system

The Results

The implemented solutions yielded the following results:

  • Enhanced ability to create more relatable campaigns based on customer sentiments.
  • Significant increase in customer response rate.
  • Noticeable improvement in agent productivity.
Contact Us to Learn More

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]]> Ayala Land https://www.3rd-pillar.com/case-studies/ayala-land/ Fri, 22 Mar 2024 08:15:52 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511378 The leading property developer in the Philippines switched its Customer Service System to an innovative platform with Third Pillar.

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Ayala Land: Leader in Property Development​

About the Customer

AyalaLand is the leading property developer in the Philippines, under the subsidiary of Ayala Corporation. Recognized for building large scale, integrated, and mixed-use communities that become thriving economic centers in real estate.

This real estate company switched its recent Customer Service System to an innovative platform

Business Challenges

Third Pillar identified the following problems with their previous system:

  • Missing functionalities
  • Low automation and poor reporting system
  • Lackluster backend UI and support

Solutions

Third Pillar deployed a customized Salesforce Service cloud implementation to achieve the following:

  • Enhance sales and service systems
  • Enrich and speed up customer interactions
  • Improve visibility on revenue opportunities

Salesforce Service Cloud

Customized Solutions

The Results

Through the implementation, the company was able to achieve the following:

  • Quickly fulfill the demands and answer queries of the 
  • Implement and align with service-level agreements (SLA)
  • Document and record all customer call details and recordings through customer-telephony integration (CTI)
  • Expedite turnaround times in resolving cases
  • Access and review real-time reports and dashboard
Contact Us to Learn More

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]]> UnionBank https://www.3rd-pillar.com/case-studies/unionbank/ Thu, 14 Mar 2024 07:08:43 +0000 https://www.3rd-pillar.com/?post_type=dt_portfolio&p=505366 UnionBank, the ninth largest bank in the country by assets, looked to Third Pillar to automate their manual B2B sales processes.

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Union Bank: A Leading Retail Bank in the Philippines

There were many obstacles along the way and each one were dealt with in a timely and efficient manner. Solutions and options were provided to aid us in making sound decisions on the way forward. I especially like the way the team handled the project and articulated tasks as it gives me a full view on the progress, next steps as well as the issues that need to be addressed.

— Christian Rubio, AVP Products and Platforms​

About the Customer

The Union Bank of the Philippines, Inc., more commonly known as UnionBank, is one of the universal banks in the Philippines and the ninth largest bank in the country by assets. UnionBank is a joint consortium among the Aboitiz Group, Insular Life, and Social Security System

Solutions

What did Third Pillar do?

  • UBP EON Social Customer Service
  • Professional Services
    • RBG (R&T))
    • Initial Engagement
    • RBG (G&E))
    • RBG (Ralfh&Tristan)
  • CDAO & RDAO
  • UBP SALES WO#7 CMS

By automating manual B2B sales processes, we significantly expedited the turnaround time by 99%.

The Results

With the guidance of Third Pillar, the company started the nationwide rollout, which involved traveling throughout the country to train personnel regarding Salesforce. By the end, there is full adoption within the first month and compliance with service-level agreements (SLAs).

Contact Us to Learn More

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]]> Phoenix Petroleum https://www.3rd-pillar.com/case-studies/phoenix-petroleum/ Thu, 14 Mar 2024 06:53:26 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511383 This leading local independent oil company strengthened its Customer Loyalty Program by listening & engaging with members using digital marketing.

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Phoenix Petroleum: A Top Local Independent Oil Company

About the Customer

The Leading Local Independent Oil Company Strengthening its Customer Loyalty Program by Listening & Engaging with Members using Digital Marketing

Business Challenges

The business faced challenges in effectively capturing and responding to customer sentiments concerning products and services. Additionally, leveraging social media as a customer service tool and managing loyalty campaigns through CRM with intelligent personalized journeys posed significant hurdles. Improving customer sentiment analysis, social media engagement, and CRM integration were key objectives to address these challenges.

Solutions

To address the challenges, the following solutions were implemented:

  • Integration of an Omni-Channel Dashboard to manage multiple social media accounts effectively.
  • Creation of intelligent customer journeys based on customer behavior to enhance engagement and personalization.
  • Establishment of a Single-View of the Customer using an Omni-Channel Dashboard for tracking order management and customer service interactions.
  • Provision of access to real-time dynamic reports and dashboards for informed decision-making.
  • Implementation of tracking mechanisms for SLA compliance and performance evaluation.

Omni-Channel Dashboard

Intelligent Customer Journeys

Real-time Dynamic Reports

SLA Tracking Mechanisms

The Results

The implemented solutions yielded the following results:

  • Significant increase in customer response time and agent productivity, enhancing overall efficiency.
  • Improved ability to filter concerns for proper agent assignment, leading to quicker issue resolution.
  • Enhanced campaign communications at scale for loyalty program subscribers, resulting in improved engagement and satisfaction.
Contact Us to Learn More

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]]> PETNET https://www.3rd-pillar.com/case-studies/petnet/ Thu, 14 Mar 2024 06:52:34 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511514 Providing a variety of financial products and services to customers, PETNET looked to Third Pillar to help address customer inquiries more efficiently.

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PETNET Inc.

About the Customer

PETNET Inc. is a company providing remittance, loans, foreign exchange, and a variety of other financial products and services to their customers. The company grew its portfolio and embarked on a massive expansion program through its retail network PERA HUB.

The Solution

Play Video

The Results

Third Pillar’s Marketing Cloud and Service Cloud implementation made PETNET:

  • Address customer inquiries more effectively
  • Inquiries get answered almost immediately compared to 14 hours previously.
  • The service level and turnaround time is 100%
Contact Us to Learn More

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]]> ManuLife https://www.3rd-pillar.com/case-studies/manulife/ Thu, 14 Mar 2024 06:52:21 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511513 ManuLife takes their customers on an immersive experience using intelligent communications and digital marketing.

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ManuLife

About the Customer

Manulife Philippines is a prominent financial services provider dedicated to offering innovative insurance and investment solutions tailored to the needs of Filipinos. With a strong commitment to financial security and well-being, Manulife Philippines helps individuals and families achieve their long-term goals and aspirations. Trusted for its reliability and expertise, Manulife Philippines is a leading choice for financial planning and protection in the country.

Business Challenges

The business faced challenges in efficiently sending out smart and personalized marketing campaigns and implementing them through personalized customer journeys. Ensuring tailored and effective communication with customers was crucial to address these challenges.

Solutions

To address the challenges, the following solutions were implemented:

  • Creation of intelligent customer journeys based on products to enhance engagement and personalization.
  • Development of intelligent email templates to support personalized customer journeys effectively.
  • Creation of a Single-View of the Customer using an Omni-Channel Dashboard for agents to streamline interactions.
  • Provision of access to real-time dynamic reports and dashboards for informed decision-making.
  • Implementation of tracking mechanisms for SLA compliance and performance evaluation.

Customer Journeys

Omni-Channel Dashboard

Real-time Dynamic Reports

The Results

The implemented solutions yielded the following results:

  • Automation of sending out intelligent marketing emails and SMS with dynamic content, streamlining communication processes.
  • Smarter campaign management, leading to real-time results and enhanced efficiency.
  • Reduction in manual processes, freeing up resources and improving operational efficiency.
  • Noticeable increase in agent productivity, enabling them to focus on more strategic tasks.
Contact Us to Learn More

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]]> Vista Land https://www.3rd-pillar.com/case-studies/vista-land/ Thu, 14 Mar 2024 06:30:23 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511379 As one of the country’s top integrated property developers and the largest homebuilder nationwide, Vista Land maximizes social media platforms to expand its customer reach.

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Vista Land: The Largest Homebuilder

About the Customer

Vista Land is a premier real estate developer in the Philippines, renowned for its commitment to building sustainable and thriving communities. With a focus on quality craftsmanship and innovative design, Vista Land offers a diverse portfolio of residential, commercial, and leisure developments tailored to meet the evolving needs of its customers.

Trusted for its excellence and dedication to creating vibrant lifestyles, Vista Land continues to shape the landscape of Philippine real estate.

Business Challenges

The business faced challenges in efficiently capturing, managing, and tracking the status of potential leads and opportunities from diverse channels. Additionally, there was a need to effectively utilize social media for lead generation across various territories. Improving lead management and leveraging social media effectively were key objectives to address these challenges.

Solutions

To tackle the business challenges, the following solutions were implemented:

  • Integration of Sales Cloud and Social Studio to capture and generate leads through social media platforms.
  • Creation of a Single-View of the Customer using an Omni-Channel Dashboard for agents to streamline customer interactions.
  • Provision of access to real-time dynamic reports and dashboards for informed decision-making.

Salesforce Sales Cloud

Social Studio

Omni-Channel Dashboard

Real-time Reports

The Results

The implemented solutions produced the following results:

  • Increased lead generation from multiple channels.
  • Automated lead management and assignment to agents based on predefined criteria.
  • Enhanced customer engagement through streamlined processes and personalized interactions.
Contact Us to Learn More

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]]> CITEM https://www.3rd-pillar.com/case-studies/citem/ Thu, 14 Mar 2024 06:22:07 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511380 The Center for International Trade Expositions and Missions (CITEM) is an agency under the Philippine Department of Trade and Industry that focuses on export promotions. They had to onboard sellers through automation and end-to-end streamlined processes.

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CITEM: The Country's Export and Promotion Agency​

About the Customer

The Center for International Trade Expositions and Missions (CITEM) is an agency under the Philippine Department of Trade and Industry that focuses on export promotions. They had to onboard sellers through automation and end-to-end streamlined processes.

Business Challenges

  • CRM to manage different sets of contacts – traders and customers
  • Ability to craft personalized communications at scale both for customers and traders

Solutions

Marketing Expertise through Content Plan Strategy, a targeted content plan based on the RACE Framework and six pillars of digital Marketing success

  • Create Single-View of the Customer with Omni-Channel Dashboard for the agent
  • Create Intelligent Email Templates curated for traders and customers with specific Customer Journeys
  • Access to Real Time Dynamic Reports and Dashboards
  • Tracking of SLA and Performance

Omni-Channel Dashboard

Real-time Reports

Play Video

The Results

Third Pillar’s Marketing Cloud implementation made CITEM:

  • Manage its social media accounts and personal email engagements efficiently without sacrificing quality.
  • Facilitate quicker and better-organized back-end approval procedures for marketing materials, reducing long campaign wait times.

Improved Campaign Communications at Scale for both Traders and Customers (SMS, email)

Increase TAT in viewing and responding to customer concerns

Contact Us to Learn More

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]]> AXA Philippines https://www.3rd-pillar.com/case-studies/axa-philippines/ Wed, 13 Mar 2024 08:28:00 +0000 https://www.3rd-pillar.com/?post_type=case-studies&p=511381 AXA Philippines is one of the leading global insurance companies maximizing content planning to create smarter customer journeys to offer the most fitting product and services.

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AXA Philippines: A Global Insurance Company

About the Customer

AXA Philippines is one of the leading global insurance companies maximizing content planning to create smarter customer journeys to offer the most fitting product and services.

Business Challenge

Ability to send out intelligent and personalized Marketing campaigns

Solutions

Marketing Expertise through Content Plan Strategy, a targeted content plan based on the RACE Framework and six pillars of digital Marketing success

Community Cloud for Service Assurance

Knowledge for Service Assurance

The Results

Smarter and more relatable campaigns designed for various segments

Contact Us to Learn More

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