Meralco: customer-centricity is key to utility success

摘要

Meralco is adding elements of interaction to the management of bills and energy usage by a new prepaid metering system. Additional customer engagement is being done through mobile applications, appliance monitoring and multiple touch points. Since the entry of Metro Pacific's Manuel V. Pangilinan into Meralco in late 2010, the new management team, led by Oscar Reyes, has built on the company's key strength - delivering reliable power - by adding a new element to its offering: customer-centricity.