CSG Customer Story

Modernizing for Growth: PLDT’s Strategic Shift Beyond Legacy Systems

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

Young cheerful waitress or manager of restaurant communicating with client on mobile phone while using digital tablet by workplace

Summary

PLDT, the Philippines’ largest fully integrated telecom provider, needed to modernize its enterprise billing systems to deliver next-gen services and enhanced customer experiences. With CSG’s cloud-based revenue management solution, PLDT upgraded legacy systems, consolidated five platforms and gained real-time insights that improved billing accuracy and agility. The result: simplified charges, faster revenue collection and higher satisfaction among enterprise customers.

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.

Confident, casual Asian businessman on phone

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