PLDT’s Strategic Shift Beyond Legacy Systems
Learn how leading telco PLDT boosted customer satisfaction, accelerated collections and lowered costs by modernizing and simplifying enterprise billing.
The customer
PLDT is the largest fully integrated telecommunications company in the Philippines, offering fixed line, wireless and broadband services for millions of home and enterprise customers. PLDT has been trusted by Filipinos living regionally and abroad for almost a century.
The challenge
PLDT recognized that, to capture the next wave of growth, it needed to modernize and future-proof its operational infrastructure to meet evolving customer needs and deliver enhanced experiences. To achieve this, the company is moving beyond legacy billing systems and adopting solutions capable of supporting emerging technologies, complex bundled offerings and strategic partnerships. This innovation is designed to provide enterprise customers with a more efficient and accurate billing experience.
The solution
Building on a trusted 20-year partnership, PLDT and CSG collaborated closely to transition from an on-premise billing system to CSG’s cloud-based revenue management solution. This upgrade enhances agility, flexibility and responsiveness for enterprise customers.
CSG consolidated five separate systems into a unified cloud platform, simplifying processes and enabling seamless cross-product bundling. With real-time dashboards, updated invoice designs and automated tracking, PLDT now gains live insights that ensure proactive accuracy and deliver smoother customer experiences.
The results
Enterprise customers now benefit from clearer, faster and more reliable billing. The redesigned invoices simplify charges, making them easier to understand, which has reduced support calls and boosted customer satisfaction. Faster delivery and fewer email bounce-backs have accelerated revenue collection for PLDT.
Billing accuracy has been strengthened, resulting in fewer disputes and improved collections performance immediately following deployment.
Today, PLDT is focused on driving business innovation while leveraging CSG’s expertise in end-to-end application management. With streamlined invoicing, increased agility and reduced operational costs, PLDT is well-positioned to expand beyond connectivity and deliver next-generation services.
End-to-end billing to dispatch accelerated by six days
Collections performance improved notably within three months of rollout
Higher enterprise customer satisfaction ratings of 9-10
- 68%: reduction in bill run time(38 hrs → 12 hrs)
- 39%: improvement in customer service billing cases
- 51%: reduction in bill disputes
- 98%: drop in bounced email volume
Build customer trust with better billing
CSG helps organizations turn the billing experience into a growth engine. Connect with us to learn what your organization can achieve.
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“Our customers are the foundation of our business, and we’re committed to delivering seamless, reliable experiences they can count on. Through our transformation with CSG, we've modernized our enterprise billing to drive growth, build trust and respond faster to customers' needs—strengthening retention and opening new pathways beyond connectivity.”