Globe Communications Product Group Head Francis Pugeda (center) receives the “Best Project Contributing to Customer Excellence” Awar,d at the recent PEX Awards held in Orlando, Florida. The award was presented to him by Jon Theuerkauf (left), former Managing Director and Group Head of Performance Excellence, BNY Mellon. They are joined by Jherico Jose Obar, Globe Mobile Core Signaling and Messaging Engineer.
Globe Telecom gained another milestone in the global telco arena after it bagged a major award at the recently-concluded 2018 Process Excellence Network (PEX) Awards held in Orlando, Florida, USA.
The telco leader was declared the winner of the “Best Project Contributing to Customer Excellence” for its anti-spam solution. The award is given to outstanding projects that create a major impact on customer experience, and whose execution noted tangible and measurable improvements in customer satisfaction.
“The goal is for the Globe network to be free from spam and scam messages. The award inspires us to step up our anti-spam campaign even as the number of spam messages that goes through the network has gone down considerably,”said Anton Bonifacio, Globe Chief Information Security Officer.
Criteria for judging are customer impact or how the project helped improve customer experience (40%); business impact or the project’s effect on the organization or business, including employee engagement and commitment to the project (40%); and project execution, which is about how the project understood the problem, identified its causes, and how it made innovative use of process excellence tools in order to implement the solution (20%).
The PEX Awards is organized by the Process Excellence Network (PEX), an online news source and global community for process professionals, business leaders and executives who want to improve their businesses through process and operational excellence.
Globe Telecom’s anti-spam campaign started in 2014 following numerous customer complaints on proliferation of spam and scam messages as SMS remains the country’s most reliable form of mobile messaging channel.
To keep its customers from receiving spam and scam messages, Globe operationalized an automated filtering functionality that reduced the number of such messages going through the Globe network in September 2014. Such mechanism has since been upgraded and expanded to effectively prevent the transmittal of spam and scam messages coming from other networks. By design, the filtering mechanism can be reconfigured to address the kind of spam and scam messages that goes through the Globe network.
The company’s current blocking mechanism, which was established in February 2016, involved the establishment of a new hardware and software solution that can filter up to 1 billion SMS a day. With the new anti-spam solution, Globe is now able to prevent transmittal of spam/scam messages being sent to the Globe network that originate from other networks.
Aside from blocking spam and scam messages from going through the Globe network, the telecommunications provider also blocks Globe network prepaid numbers found to be consistent sources of spam and scam text messages. Some of these numbers were subject of complaints reported through www.globe.com.ph/stopspam where customers simply provide all the details of spam and scam messages they received on their mobile devices. Numbers that are verified to be a constant source of spam messages are then disconnected from service.